Complain to ScotRail
Scotland’s national rail operator - complaints about delays, cancellations, and Delay Repay
RailContact emails
customer.relations@scotrail.co.uk
Complaints
ScotRail handles complaints through its official online form.
How to complain to ScotRail, step by step
Complain to ScotRail in writing
Email customer.relations@scotrail.co.uk, or use ScotRail’s online complaints form. Say what went wrong, what you want back, and keep a copy.
Give them time to answer
If ScotRail has not sorted it after 40 working days, the independent route opens. If it says no sooner, ask for a final response in writing, because that opens it early.
Escalate if they say no
Take it to the Rail Ombudsman. It is free, and independent of ScotRail.
Common ScotRail 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
ScotRail ombudsman & regulator routes
Which ombudsman handles ScotRail complaints?
Rail Ombudsman. Once ScotRail’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 ScotRail?
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 ScotRail directly first and keep written records, then escalate to the Rail Ombudsman if it stays unresolved after 40 working days. You can still report ScotRail 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 ScotRail complaints
- Claim Delay Repay for every delay - most operators pay from 15 or 30 minutes, whatever the cause
- Keep your ticket, or the confirmation email for e-tickets, until the claim is settled
- Your rights come from the National Rail Conditions of Travel, so quote them when you complain
- If a cancellation left you stranded, keep receipts for reasonable taxi or hotel costs
- If the operator doesn’t resolve it within 40 working days, escalate free to the Rail Ombudsman
If ScotRail 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
customer.relations@scotrail.co.uk
Complaints
ScotRail handles complaints through its official online form.
When you can escalate
After 40 working days, you can take it to the Rail Ombudsman.
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Frequently asked questions
Tools & guides for your ScotRail complaint
Free calculators and explainers that strengthen the case you make to ScotRail.
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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.
Work at ScotRail? Reply to complaints here.
Don't let ScotRail ignore you
Read your ScotRail letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to ScotRail or any of the companies listed on this site. Where an address is marked verified, we read it on ScotRail’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach ScotRail. This page is for informational purposes only and does not constitute legal advice.