London Midland

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Contacting us

FAQs

How can I make a comment, complaint or suggestion?

We always welcome your comments and suggestions about our services. We will also try to resolve any complaints you may have.

  • Call our Customer Services team on 0344 811 0133 (or 0121 634 2040 from a mobile - the Customer Relations opening hours are Monday to Friday 07:00 to 19:00hrs and weekends 08:00 to 16:00hrs.
  • Complete our online enquiry form
  • Email us at comments@londonmidland.com
  • Write to us at:
  • Customer Relations, London Midland, PO Box 4323, Birmingham, B2 4JB.

We will investigate all elements of your complaint, so sometimes it may take us longer if we need to make enquiries. If you have contacted us and haven't yet received a response, rest assured that we will be in touch as soon as we can. We aim to respond within 10 working days but during times of high demand we may not be able to reply as quickly as we would like, and a full response may take up to 20 working days.

How do you keep track of my complaint?

We log every complaint received at our Customer Services Centre on a database with a unique reference number. This enables us to track the status of your complaint and to monitor that we have responded within the timescales above.

How do I know my complaint will be treated fairly?

To ensure that our response is fair and without bias, we will investigate all complaints thoroughly. We will reply with a full explanation and, where appropriate, an apology. If you raise more than one issue in your complaint, we will deal with each issue in this way.

I don't feel my complaint has been resolved. Who can I contact?

If you are not happy with the way we have answered your complaint, our experience tells us that you will probably complain to us again about the same thing.

We will review your complaint and write to you again. With this letter/email, we will also include details of Transport Focus or London TravelWatch. 

If you are still unhappy, you can continue to correspond with us, or write to them with details of your complaint and, if appropriate, they will take up your complaint on your behalf.

The addresses of Transport Focus and London TravelWatch are available on request from London Midland Ticket Offices and our Customer Relations Team. They are on posters at every station, in our Passenger’s Charter and on our website.

Transport Focus

FREE POST, RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend on Sea, SS1 9PZ

Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)

Visit: www.transportfocus.org.uk

London Travel Watch

169 Union Street, London, SE1 0LL

Tel: 020 3176 2999 (Monday to Friday, 09:00 to 17:00)

Email: info@londontravelwatch.org.uk

Visit: www.londontravelwatch.org.uk

How do I request information that you have about me?

Under the terms of the Data Protection Act (DPA) 1998, you can ask for access to information we hold about you. This is called a Subject Access Request, or SAR.

If you would like to make a SAR please complete the subject access request form available on our Privacy Page.

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