Complain to East Midlands Railway
East Midlands Railway complaints about delays, cancellations and refunds: the customer service email address, Delay Repay from 15 minutes, and free escalation to the Rail Ombudsman.
RailContact emails
contact@eastmidlandsrailway.co.uk
Customer Service
Public complaints often get faster responses
Common East Midlands Railway complaints
Delayed or Cancelled Train
Claim Delay Repay compensation, often from 15 minutes late
Refund Refused
Ticket refund or fee dispute after a cancellation or change
Overcrowding or Poor Service
No seat reservation honoured, filthy carriage, or missing facilities
Penalty Fare or Ticketing Dispute
Unfair penalty fare or a ticket machine that wouldn’t sell the right ticket
Disruption Expenses
Taxi, hotel, or onward-travel costs after your train was cancelled
East Midlands Railway ombudsman & regulator routes
Which ombudsman handles East Midlands Railway complaints?
Rail Ombudsman. Once East Midlands Railway’s own complaints process is exhausted (after 40 working days), you can take your complaint there for free. Go to the ombudsman.
Can you complain to the Office of Rail and Road about East Midlands Railway?
Not for individual disputes: the Office of Rail and Road sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to East Midlands Railway directly first and keep written records, then escalate to Rail Ombudsman if it stays unresolved after 40 working days or you receive a deadlock or final-response letter. You can still report East Midlands Railway to the Office of Rail and Road to flag systemic problems, but that will not get your own money back.
Laws that protect you
National Rail Conditions of Travel
The contract between you and the train operator. Sets out your rights to refunds, compensation, and assistance when trains are delayed or cancelled.
Consumer Rights Act 2015
Rail travel is a service that must be provided with reasonable care and skill. A service that falls short entitles you to a price reduction.
Delay Repay scheme
The industry compensation scheme. Most operators pay out from 15 or 30 minutes of delay, regardless of the cause, on a sliding scale up to a full refund.
Tips for East Midlands Railway complaints
- Email contact@eastmidlandsrailway.co.uk, call 03457 125 678 (open 24 hours), or write to Freepost EMR CUSTOMER SERVICE CENTRE
- Delay Repay starts at 15 minutes, whatever caused the delay, and the claim has to be in within 28 days of travel
- EMR runs its Delay Repay portal separately from its complaints form, so a compensation claim and a complaint about how the delay was handled are two different jobs
- Fake EMR accounts are common on social media. EMR says the real X account is @EastMidRailway and that it will never ask for bank details there
- Keep the ticket - EMR works the payout out from what you paid
- After a final response, or 40 working days with nothing resolved, the Rail Ombudsman is free and its decision binds EMR
If East Midlands Railway doesn't respond
- 1
Train Operator
Allow 20 working daysComplain to the operator that ran (or should have run) your train, quoting your ticket details and the National Rail Conditions of Travel
- 2
Formal Complaint
Ask for a final response in writing if the first reply doesn’t resolve it, and keep every reference number
- 3
Rail Ombudsman
40 working daysFree, independent escalation once the operator sends a final response or 40 working days pass
Visit website - 4
Transport Focus
For complaints that fall outside the Rail Ombudsman’s remit (such as policy or timetabling), the passenger watchdog can take them up
Visit website
Contact emails
contact@eastmidlandsrailway.co.uk
Customer Service
Public complaints often get faster responses
Expected response time
20 days
Train operators aim to respond within 20 working days. After 40 working days with no resolution, you can escalate free to the Rail Ombudsman.
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Frequently asked questions
Tools & guides for your East Midlands Railway complaint
Free calculators and explainers that strengthen the case you make to East Midlands Railway.
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Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
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