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.
- Phone us - 0345 603 4852 (08.00 - 18.00, Monday - Friday)
- E-mail us - firstname.lastname@example.org
- Customer Relations Manager
Grand Central Rail
PO Box 5871
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.
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.
Grand Central useful numbers
|Customer Relations||0345 603 4852|
|Travel assistance||0344 811 0072|
|Textphone||0344 556 1400|
|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|
Transport Focus is an independent consumer watchdog aiming to get the best deal for passengers. If you are unhappy with any aspect of our service, or our response to your comments you may contact Transport Focus.
|Phone||0300 123 2350|
|Fax||0845 850 1392|
|Address||RTEH-XAGE-BYKZ, Transport Focus, PO Box 5594, Southend on Sea, SS1 9PZ|
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.