Thameslink

0844 257 4566

If you’d like to make a complaint to Thameslink you can do so when you call the number 0844 257 4566. They can take complaints regarding a number of different matters and will aim to get it resolved quickly for you.

Department Contact Number Opening Times
Complaints 0844 257 4566 Monday through to Sunday from 7am till 10pm
Train and station complaints 0844 257 4568 Monday through to Sunday from 7am till 10pm
The Key Smartcard complaints 0844 257 4569 Monday through to Sunday from 7am till 10pm
Delay Repay and Compensation complaints 0844 257 4570 Monday through to Sunday from 7am till 10pm
Assisted travel Complaints 0844 257 4571 Monday through to Sunday from 7am till 10pm
Website and timetable complaints 0844 257 4572 Monday through to Sunday from 7am till 10pm

Complaints

You can phone the number 0844 257 4566 to make complaints to Thameslink and get them acknowledged and sorted quickly. This is the easiest and quickest way to make them aware of your problem, and hopefully, they can get it rectified quickly.

When you phone this number they’ll explain the Thameslink complaints process, detailing what is likely to happen when you make a complaint, how you can escalate it and any independent bodies who can help if you need them to.

Train and station complaints

To make a complaint to Thameslink about their trains or stations you can phone the number 0844 257 4568. When you call this number they will take note of complaints that relate to the cleanliness or layout of both trains and stations that you have visited. When you phone this number you will need to provide details of the station, or if you’re complaining about a train you will have to give details of your journey and the date of it.

To make a complaint relating to a ticket or refund you can also phone the number above. You can make a complaint about a ticket you were overcharged for, or a refund that was not given despite having a valid reason for the refund.

The Key Smartcard Complaints

If you’re a season ticket holder with a Key Smartcard you can phone the number 0844 257 4569 to make a complaint regarding this. You might need to complain about a card that hasn’t updated, if your card hasn’t been replaced, or when it was your ticket wasn’t ready to be used again. You can also phone this number to complain about The Key Smartcard that hasn’t automatically updated you to claims you can make, if the card isn’t working properly as you try to use it, or any other issues you might have with it.

Delay Repay and Compensation Complaints

To make a complaint relating to compensation and delay repay you can phone the number 0844 257 4570. When you call this number you can make complaints about compensation that has taken too long to be repaid to you, or an incorrect amount was given. If you feel like the compensation that was given isn’t sufficient enough for the problems that were caused to you, you can phone this number to make a complaint regarding this.

Assisted travel complaints

To make a complaint relating to compensation and delay repay you can phone the number 0844 257 4570. When you call this number you can make complaints about compensation that has taken too long to be repaid to you, or an incorrect amount was given. If you feel like the compensation that was given isn’t sufficient enough for the problems that were caused to you, you can phone this number to make a complaint regarding this.

Website and timetable complaints

If you’d like to make a complaint about the Thameslink website, or any new changes that have been made to the timetable you can phone the number 0844 257 4572. When you call this number you can make complaints about not being able to use the website to make purchases, when you phone if the problem is occurring whilst you ring they may be able to fix the issue for you then.

You can use this number to make complaints if the timetable that you frequently use has recently been changed. You might wish to complain if this causes a huge inconvenience to your schedule.