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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3.3/10

Resolver Score

Our users say this company is OK, but there's room to improve!

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What is this?

Resolver Score is our way of telling you how easy it is to resolve an issue with a company.

What does a high score mean?

the company replies to our users promptly
our users are happy with the outcomes of their cases
our users would happily recommend the company to a friend

What is Resolver Score?

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?

Free forever

Resolver is free. No adverts, no hidden costs. Just raise a case and leave feedback after. Simple! We’ve helped millions of people find a resolution. Get started now and let’s get this sorted.

Know your rights

There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.

Get your voice heard

You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.

Here's what some of our 2,914,701 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

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

I am absolutely blown away by Resolver. Recommended by Martin Lewis and after being tormented by an untold amount of emails back and forth to a deals site trying to prove I hadn't received my laptop, for more than 2 weeks, Resolver resolved it! All it took was 1 letter from Resolver and all was sorted within 2 hours and a reluctant refund back on my card offered. No messing about. Couldn't be happier. Thank you so much Resolver
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

Resolver is fantastic - I got tired of trying to contact an online retailer regarding a refund that they would not issue, so I raised a case with Resolver and in less than 24 hours they had processed my refund. Amazing service. Thank you.
M Griffiths 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?

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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

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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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