Contact us

Contact us

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.

Customer services

For comments, complaints, refunds and any other issues, please contact us on the details below. If things haven't gone smoothly please see our Complaint Handling Procedure PDF

  • Phone - 0345 603 4852 (09.00 - 17.00, Monday - Friday)
  • E-mail -
  • Customer Relations Manager
    Grand Central Rail
    Cannon House
    18 The Priory Queensway
    B4 6BS

To process refund requests, we need information about your tickets. So, please have your original tickets to hand when you call, and remember to include a photograph or scan of the tickets along with your address when you e-mail us.

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.

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 0207 837 4334.

Social media

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

Other useful numbers

Travel assistance: 0344 811 0072
Text phone number: 0344 556 1400
Web bookings and 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

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 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.