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Complaints Form


Merseyrail welcomes your observations, suggestions and details of satisfaction (or dissatisfaction) you have experienced when travelling with us. We would also like to hear if a particular member of staff has provided you with exceptional service.

Please complete the form at the bottom of this page or alternatively call our Customer Relations team on 0151 555 1111 Monday to Friday 7am - 7pm.  

Complaints Procedure

All completed forms are sent to the Merseyrail Customer Relations team who will be in touch as soon as possible. Click here for full details of Merseyrail's Complaints Handling Procedure.

Refunds or Compensation

If you would like to request a refund or compensation please click here for more information or visit any staffed Merseyrail station. 

Response Times

We will endevour to respond to your request as soon as possible. It you contact us we will:

  • reply or acknowledge your communication within 5 working days of receipt
  • send you a full response within 20 working days

Some queries will need to handled by Merseytravel. In these cases Merseytravel will:

  • acknowledge your communication within 2 working days of receipt
  • send you a full response within 30 working days

Respecting Equality and Diversity

Merseyrail is committed to working to the standards established by the Equality Act 2010 and will ensure that the special needs of all individuals are taken into account when dealing with comments and enquiries.

We provide a variety of information and assistance for people with sensory impairments. If customers need information in audio, large print or braille formats we will produce these on demand. We also have an assistance line for Textphone and Minicom users.

With your permission we are happy to liaise with carers, guardians and support workers on your behalf.

Assistance Lines

Telephone: 0800 0227 347 (Free of Charge) or 0151 555 1111
Textphone and Minicom users please prefix 18001 prior to dialling


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