Make a complaint

How to tell us if something's gone wrong

Let us make things right

We're sorry to hear you're unhappy with part of our service and would like to make a complaint. Whatever has happened, we'll try our best to straighten things out as quickly and simply as possible.

Where appropriate talk to staff at the station or on the train. If they can, they’ll fix the problem straightaway.

How to make a complaint

There are a range of ways you can choose to make a complaint.

  • Simply complete our online complaints form and a member of our team will be in touch.
  • Email us on tpecustomer.relations@firstgroup.com
  • Talk to our Customer Relations team by calling 0345 600 1671 from 06:00 to 23:00, 7 days a week.
  • Write to Customer Relations, TransPennine Express, Freepost, ADMAIL 3878, Manchester, M1 9YB with details of the complaint.

We aim to respond to enquiries as soon possible, but please be aware that it may take up to 20 working days for you to receive a response.

Useful information

What to include with your complaint
Need extra support?
What you can expect from us
Unhappy with our response?

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