ScotRail

0843 208 2382

To make a complaint to Scotrail you can phone the number 0843 208 2382 where their trained advisors can take the details of your complaint and get it resolved quickly for you.

ScotRail Complaint Numbers

Department Contact Number Opening Hours
Complaints 0843 208 2382 Monday-Friday: 9am-6pm
Saturday: 9am-5pm
Scotrail complaints about staff 0843 178 4050 Monday-Friday: 9am-6pm
Saturday: 9am-5pm
Scotrail Complaints Train Cleanliness 0843 178 4051 Monday-Friday: 9am-6pm
Saturday: 9am-5pm
Scotrail Late Complaint 0843 178 4052 Monday-Friday: 9am-6pm
Saturday: 9am-5pm
Scotrail Passenger Complaints 0843 178 4053 Monday-Friday: 9am-6pm
Saturday: 9am-5pm
Scotrail Smartcard Complaints 0843 178 4059 Monday-Friday: 9am-6pm
Saturday: 9am-5pm
Scotrail Accessibility Complaints 0843 178 4060 Monday-Friday: 9am-6pm
Saturday: 9am-5pm

Complaints

In order to make a complaint with ScotRail, you will need to call 0843 208 2382 where a member of the team will be able to assist you. You can make a complaint about a number of issues, including late or cancelled trains, train fare or about your personal experience on a train with ScotRail. If you would like to make a complaint about a specific member of staff, you can do so, all you will need to do is take down their name and what time you have an incident with them. If you encountered a problem with them on a train, you will be asked which train it was, and what time specifically. If you have an issue with a member of staff a specific station, quote the name of the station when complaining about a member of the team.

Scotrail complaints about staff

You can call the number 0843 178 4050 to make a complaint about Scotrail staff who you have come into contact with on your journey. When you phone this number you can complain about the lack of help you received from the staff member, or complain if they were particularly rude to you, or made you feel uncomfortable at a station or on a journey. You don’t necessarily need the name of the staff member, sometimes just a description of what they look like, along with as much information of where and when the incident took place, it should be enough to find the right person.

Scotrail complaints and compensation

When you make a complaint to Scotrail, they aim to have it resolved within seven working days. However, if you don’t hear from them within the seven working days as to what’s going on with your complaint, you’ll get a £5 rail travel voucher as an apology. They will then aim to give you a full response within 20 working days.

Scotrail complaints email

If you’d prefer not to call to make your complaint, you can send it in an email to the address: customer.relations@scotrail.co.uk. When you send your complaint it’s important to include as much detail as possible, as well as your full name, and a way of getting in touch with you.

Scotrail Complaints procedure

When you complain to Scotrail they aim to have your complaint resolved within seven working days, if this isn’t possible they’ll let you know and will do their best to have your complaint resolved within 20 working days.

When you submit a complaint they’ll give it a fair and full investigation, and if needed they’ll involve their managers.

If you’re not satisfied with the outcome given, you can then get a manager to further review your concerns who will do their utmost to settle your complaint. If you’re still not happy with the response you receive from them, you then escalate your complaint to the Rail Ombudsman, who are an independent body and will review any complaints sent to them.

Scotrail Complaints Train Cleanliness

If you’re upset with the cleanliness of a Scotrail train you can phone the number 0843 178 4051. When you call this number you can make complaints about trains that you feel aren’t of a good enough standard. When you make this complaint you will need to provide details of the times and the service you took.

Scotrail Late Complaint

If your train was late by more than half an hour you can make a complaint regarding this by phoning the number 0843 178 4052. When you call this number you must explain the train you were due to get, as well as information on what time it actually arrived, and how much it caused you to be late by. You will receive compensation as a result of the train being late, but it all depends on how late the train was by how much you’ll get.

Scotrail Passenger Complaints

You can complain about other passengers on Scotrail trains by phoning the number 0843 178 4053. Perhaps these people are always on your daily train and making you feel uncomfortable, you can call the number above and submit your complaint to Scotrail.

Scotrail Smartcard Complaints

Complain about the Scotrail Smartcard by calling the number 0843 178 4059, when you phone this number you can complain about missed rewards, if your Smartcard wasn’t working on a particular day and this meant you had to buy another ticket.

Scotrail Accessibility Complaints

If you were disappointed with the accessibility services offered by Scotrail you can phone the number 0843 178 4060 to make a complaint regarding this. When you phone the number they will take details about stations, trains or journeys that you feel didn’t do enough to help you travel with ease.

Other ways to contact Scotrail

You can send a letter to the Scotrail Head Office by using the following address:

Atrium Court
50 Waterloo Street
Glasgow
G2 6HQ

You can also find travel updates over on the Scotrail Twitter account.