We aim to deliver a world class service to our passengers in everything we do.
If you wish to contact us and need a quick response, the fastest way to do this is by our Twitter channel (@merseyrail) or by sending us a message on Whatsapp (0151 555 1111). The team is available from 06:00 – 23:30 Monday to Saturday & 10:00 - 18:00 on Sundays, and are able to resolve most queries or issues very quickly. Click here to send us a tweet.
When travelling on the network, should you need to speak to us please contact a member of staff or use one of the following options above if staff are not available.
Alternatively please click on the option which matches what you want to do below and fill in one of our quick and easy to use forms.
I want to claim a refund or compensation
If you have a question about the current train service or your upcoming travel plans, please contact our team on one of the following channels for a quick response:
Whatsapp - Message us on 0151 555 1111
Twitter - Tweet or direct message us at www.twitter.com/merseyrail
Facebook - Message us at www.facebook.com/MerseyrailLtd
The team is available to answer your queries 06:00 – 23:30 Monday to Saturday & 10:00 - 18:00 on Sundays.
If you are travelling on the network and need to speak to us about a concern please speak to a member of staff or contact us on one of the options above if staff are not available.
When should you use this form?
When you want to suggest an improvement to our facilities or services or wish to make a general comment (positive or negative) about the service we offer. You should also use this form if you wish to compliment a member of our team or our service in any way.
What should you expect?
You will receive an email from us acknowledging that we have received your form shortly after you press submit.
We won’t treat this as a complaint and we won’t always respond to you unless you tell us you would like a response. Where you do tell us you would like someone to get back to you, we will review your comment, question or suggestion and respond by email as soon as we can to the address you provide.
When should you use this form?
To make a formal complaint about any aspect of our service, to which you expect an investigation and response.
What should you expect?
We are sorry that our services have not met your expectations. We treat complaints in line with both our Passenger Charter and our Complaint Handling Procedure. We aim to investigate your complaint fully and where we find a problem we will try our best to put it right.
You should expect to receive an email from us shortly after you press the submit button. This email will contain your reference number and the date by which you should expect a response. If you don’t receive this initial email please call us on 0151 555 1111 and we will confirm we have received your form.
It can take some time to investigate your complaint and we will ensure that this is done in a thorough and professional manner. You should expect a full response from us within 20 working days of sending the complaint to us. If you remain dissatisfied you should contact the Customer Relations team via the contact details on the response provided and they will advise what to do next.
We have a dedicated area of our website which sets out your rights and the claims process.
If you have a query about a penalty fare please don't call the Customer Relations team, the Prosecutions team will be able to assist you.
You can contact the Prosecutions team on [email protected].
You can also find more information on Merseyrail's revenue protection policy here.
Other ways to get in touch
Our Customer Relations Team are happy to answer any comments or concerns you have about any aspect of your journey and aim to reply as soon as possible. However if you have an enquiry that needs a quick response, please call us on 0151 555 1111 or contact us via Twitter using @merseyrail
Call our Customer Relations Team on:
0151 555 1111
The office is open Monday to Friday from 07:00 to 19:00hrs.
Our team can also provide information on ticket refunds, disabled assistance and group travel. We look forward to hearing from you.
For any Prosecutions & Penalty Fares queries please view our FAQs here or email: [email protected] as our Customer Relations team are not able to answer such queries.
For local journey information and train times use our Journey Planner or contact Merseytravel:
0151 330 1000
Alternatively you can write in to The Customer Relations Team:
Merseyrail, 9th Floor Rail House,
Lord Nelson Street,
Liverpool,
L1 1JF
Our Public and Employee Liability Insurers are:
Sedgwick's (Portal Account D00029)
2 The Boulevard
City West One Office Park
Gelderd Road
Leeds
LS12 6NY