Trainline complaints

If you are having problems with Trainline and would like to either find out your rights, who to contact or make a complaint then use Resolver to make the process simpler.

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Resolver is not affiliated to, linked with or otherwise endorsed by Trainline.

We are an entirely independent issue-resolution tool that enables the raising and handling of consumer issues, making complaining simpler for everyone.

Trainline provides:

Trains

How does Resolver work?

Explains your rights to you

You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.

Helps you prepare your emails

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

Creates a case file for you

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.

Lets you record all your communications

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.

Lets you know when to escalate your complaint

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

Here's what some of our 2,559,326 users had to say

Wow! Thank you so much. I emailed a retailer for a refund on headphones that were never delivered, over 20 times, yet had no joy. As soon as Resolver got involved I got my refund within hours.
Richy G via facebook

Wow! Thank you so much. I emailed an online retailer for a refund for headphones that were never delivered, over 20 times, yet had no joy. As soon as Resolver got involved I got my refund within hours.
Rich G via facebook

Fantastic service ! Sorted out my refund through an online retailer within hours. Thanks x
Adele V via facebook

This is a free service to help consumers obtain a financial settlement of an outstanding matter. Rather than go to the Small Claims Court or Trading Standards you can often resolve matters with the help of Resolver. Even the mention of the name to a company you are trying to deal with will often produce sudden and welcome results. I have used Resolver to obtain a refund from a mail order company after I returned defective goods.
Adrian V via facebook

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Karen Sheridan via facebook

If anyone else feels they are bashing their heads against a brick wall and are powerless then I can't recommend Resolver highly enough. Thank you Resolver!
Rachel N via facebook

After significant delays to obtain my purchase (5 - 6 months) without receiving answers I needed help. Resolver was recommended to me and I am very glad to confirm that the team were brilliant. A solution was identified and has been made. Thank you so much to the Resolver team.
Col K via facebook

Brilliant service. Spent £130 on a pair of trainers that were 'lost in the warehouse' for almost a month. Customer service ranged from no response to blatant fobbing me off. Without Resolver, I would still be £130 out of pocket and barefoot!! Highly recommended
Rosie T via facebook

The retailer ignored our telephone calls, emails, even recorded delivery letters. We contacted Resolver and the matter was sorted within a couple of days. Clearly these companies do not like Resolver becoming involved! Excellent people to deal with.
A N via email

Trainline provides

Using Resolver, you can submit an issue about 1 service offered by Trainline. Your case will be sent to the correct person or team at Trainline and escalated at the correct times, to the correct person, if required.

Trainline Trains

You can use the Resolver system to help you at every stage. You can use it to escalate your issue to all four levels of Trainline complaints. If your complaint is not resolved by Trainline, you can then package it up and send it to the Transport Focus.

Start your complaint

Want to start a complaint about Trainline?

Raise it for free via Resolver

Start your complaint

Helping you with Trainline

How do I make a Trainline complaint using Resolver?

If you want to make a complaint about Trainline using Resolver, then the process could not be simpler. Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. You will be given the option to make your complaint by phone via our mobile app.

How does my Trainline case file work?

Resolver allows you to keep a record of any email correspondence sent between you and Trainline, as well any phone calls made via our mobile app. You can make private notes about your case as well as set yourself reminders. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. If you cannot resolve your complaint with Trainline, Resolver enables you to escalate it to the relevant regulatory body – the contents of your case file is sent as supporting evidence.

Is it free to make a Trainline complaint via Resolver?

Absolutely. Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call).

Contact details

To view the Trainline contact details press the button below

View Trainline complaints contact details

About

thetrainline.com is an online seller of train tickets for British train services. It also sells tickets through its mobile app, which is available on iOS, Windows and Android platforms, and by telephone.

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Working with

With Resolver you can send your case to key ombudsmen and regulators including:

Resolver is a member of

Resolver promises

We will never share your personal data with anyone without your permission - your case will go to the firm you’re complaining about and, if appropriate, to an ombudsman.

If you find something wrong with a company or our processes, tell us and we will put it right.

You can raise a complaint against Resolver via Resolver itself.

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