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Complaints Form

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Twitter Logo Blue110The fastest way to resolve a problem experienced while travelling with us is by using our Twitter service (@merseyrail).

The team are available from start till end of train services each day and the team are able to resolve most queries or issues very quickly. Click here to send us a tweet.

Alternatively you can also complete the form at the bottom of this page or 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 and submit a claim via our website or visit any staffed Merseyrail station. 

Response Times

We will endeavour 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 (in the case of completing this form, you should receive an email within a few moments of pressing the submit button). If you don’t please contact us.
  • send you a full response within 20 working days.

Some queries may need to passed to 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.

Supporting customers with disabilities 

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.

We also operate a dedicated assisted travel service, to support those customers who need assistance when travelling. Please click here for further information.

With your permission we are happy to liaise with carers, guardians and support workers on your behalf. Please contact us with details if required. 

Assistance Lines

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

 

Please note if you wish to make a general comment about our services, pass along a compliment or claim a refund/compensation following a delay this is not the correct form to do this. Please click on the links below to access the correct form;     

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Complaints Form

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