Complaints Handling Procedure

We want to help 

Southeastern is one of the biggest and busiest train operating companies in the UK, with millions of passenger journeys made on our services every year across South East London, Kent and East Sussex.

Customer satisfaction is one of our top priorities and we’re committed to consistently providing a safe, reliable, and welcoming service on every one of those journeys.

But we know that despite our best efforts there are times when things don’t go to plan. If this happens and you’re not happy with the service you’ve received then let us know. It’s important to us that where possible we resolve any issues you’ve encountered. Your feedback also helps to drive improvement across the company and influences the training we provide our people.

This Complaints Handling Procedure explains: 

• How to make a complaint 
• How we'll listen and respond to your complaint, including how quickly you should expect a response
• The types of redress you might expect 
• How we review and monitor the complaints we receive, and how we respond to them, to drive improvement 

We'll aim to work with you to resolve any issues as quickly as possible without the need of third-party involvement. However you can contact the Rail Ombudsman if you are unhappy with the responses we’ve provided.

Download our Complaints Handling Procedure PDF

Download our Complaints Handling Procedure PDF (easy read version)