Make a complaint

Give us your feedback

If you’re not satisfied with the service you’ve received you can make a complaint. We always aim to provide the best service that we can, but sometimes things go wrong. If that happens we’ll try to resolve the problem for you.

Money back if your train is delayed by 15 minutes or more

You can claim compensation if you're delayed by 15 minutes or more when you travel with us, visit our delay repay page to apply online.

Ways to get in touch

Webchat

Use the chat icon in the bottom right corner of the screen to start chatting with us. You can use the topics and pre-programmed questions to navigate to answers or simply type your question and we’ll do our best to answer it. It’s available 24/7 but staffed between 7am-10pm Monday to Friday if you need to chat with a member of our team.

Social

WhatsApp – start a chat with us on 07866 002 690
Send #Menu to receive details of our automated services. Our team are here 24/7 to help if you need a personal response.

You can also follow our WhatsApp channel for the latest travel updates.

Phone

Telephone: 0345 322 7021
(calls are charged at a local rate and may be recorded)

SignLive: https://signlive.co.uk
If you are a BSL user, you can request assistance or contact our customer services team through SignLive. Download the app on your smartphone, create a free account and search for Southeastern in the directory. You will then be connected to an interpreter who will then facilitate a call between yourself and our customer services team.

Text Relay number: 18001 0345 322 7021

Relay UK brings relay services for deaf, hard of hearing, and speech impaired people right up to date with the latest app technology. You don’t need any special kit – just download the app from the App Store or Google Play onto your smartphone, tablet or computer.

Write to us at:

Southeastern Customer Services
PO Box 8625
Swadlincote
DE11 1HZ

We always aim to give a good service, but sometimes things go wrong. If you want to make a complaint we’ll try to resolve the problem for you