Complain to Southeastern
South East England rail operator - complaints about delays, overcrowding, and refunds
RailContact emails
customerservices@southeasternrailway.co.uk
Customer Service
Common Southeastern 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
Complaint escalation guide
Can you complain to the Office of Rail and Road about Southeastern? 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 Southeastern 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.
Which ombudsman handles Southeastern complaints? Rail Ombudsman. Once Southeastern’s own complaints process is exhausted (after 40 working days), you can take your complaint there for free. Go to the ombudsman.
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 Southeastern 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 Southeastern 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
customerservices@southeasternrailway.co.uk
Customer Service
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 Southeastern complaint
Free calculators and explainers that strengthen the case you make to Southeastern.
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- Free tools to check what a company owes youMost people leave money behind because they don't know what they're owed. A round-up of free tools to check your case and your figure, grouped by problem.
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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Create my Southeastern complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Southeastern or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.
Last reviewed: by NoReply Editorial