Contact us

Contact us

Customer services

To claim compensation for a delayed journey, the easiest way to do this is via our online compensation form, which includes full details of our compensation policy.

For information on how to request a refund for unused tickets, please click here.

For comments, complaints, and any other issues, please contact us on the details below. If your query is urgent, please speak to our Customer Relations by calling 0345 603 4852.

If things haven't gone smoothly please see our Complaint Handling Procedure PDF

Our customer service team will endeavour to resolve any queries you may have from your use of our site. However, if you are unhappy with how we have dealt with your query, you can contact the European Commission Online Dispute Resolution Platform.

Changing your ticket

For tickets bought on the Grand Central website, please visit your account online to see if your ticket is exchangeable or call 0371 244 0216. Tickets bought from station ticket offices must be returned to the place of purchase and changed there.

Buying your ticket

Buy online using the 'Find your train' panel on the left of this page if using our website or at the top of the page on our mobile site. Alternatively call us on 0344 811 0071.

Lost property

For trains travelling towards Sunderland or Bradford, please contact us on 0345 603 4852. For trains travelling towards London, please contact King's Cross Lost Property Office on 0330 024 0215.

Social media

Follow Grand Central on Facebook to hear about our latest special offers and news or follow us on Twitter at @GC_Rail.

You can also message us directly via Facebook messenger or send us a DM on Twitter. Click the buttons below to go straight to the relevant platform.

Message Grand Central on Facebook Message Grand Central on Twitter

 

Grand Central useful numbers

Customer Relations 0345 603 4852
Travel assistance 0344 811 0072
Text relay 18001 0344 811 0072
Web bookings & print-your-own-tickets support 0371 244 0216
On-board Wi-Fi support 0208 028 0371
National Rail Enquiries 0345 748 4950
Train Tracker 0871 200 49 50

Rail Ombudsman

Please give us the opportunity to try to resolve your complaint.  If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman.  The Rail Ombudsman is there to help resolve ongoing complaints between us and our customers.  It’s free to use their services and they are independent of the rail industry.  They don’t take sides, but just look at the evidence available.  They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received.  If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

  • you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • we haven’t resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since we sent you our final response

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established.  If that’s the case, then they’ll contact you to let you know.  If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London Travel Watch– the independent consumer watchdogs for the rail industry.  They will independently review your complaint and where appropriate, follow things up on your behalf.

Website (including online chat) www.railombudsman.org
Telephone 0330 094 0362
Textphone 0330 094 0363
Email info@railombudsman.org
Twitter @RailOmbudsman
Post FREEPOST – RAIL OMBUDSMAN

The Contact Centre team are available:

Monday-Friday 08:00 - 20:00
Saturday & Bank Holidays (exclusing Christmas Day) 08:00 - 13:00

Alternative Dispute Resolution 

The Alternative Dispute Resolution for consumer disputes (Competent Authorities and information) regulations 2015  requires us to advise you of an ‘Alternative Dispute Resolution’ organisation for your complaint. In our case this is The Consumer Ombudsman at consumer-ombudsman.org. However, as Transport Focus/London Travelwatch already provides a mediation service for customers in the rail industry, we do not make use of the ADR process, and correspondence to the Consumer Ombudsman will be redirected to Transport Focus/London Travelwatch.