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 - email@example.com
- 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|
|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|
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|
|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.