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No Southern train services at London Victoria - more information on our home page.

 
 

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Customer services

Electronic cigarettes

Electronic cigarette devices may not be used on our trains or at our stations. This brings Southern and Gatwick Express into line with Thameslink and Great Northern, who we joined in July 2015 as part of the Govia Thameslink Railway franchise (GTR) franchise.

How to contact Southern

For information on which team to contact please visit our Contact us page.

Your questions

Can’t find the information you are looking for? Try our frequently asked questions section.

Frequently asked questions

Have you received good service?

If you have received great service from a member of staff you can send us your comments, and nominate them for an excellence award. Nomination forms are available at most stations or you can download one below. You can also email or use our online form to recognise our staff for providing excellent customer service.

Online form: Customer service praise form

Email: staff.excellence@southernrailway.com

PDF Staff excellence nomination form (469KB)

If you have any feedback

If you want to give us any feedback you can email us at: comments@southernrailway.com

What do I do if I am not happy with your response to my complaint?

We'll do our best to resolve any problems you've had in a fair and reasonable way. If, you're unhappy with our reply please let us know . Alternatively you can write to Transport Focus or London TravelWatch, independent consumer watchdogs, established by Parliament to protect and champion passengers' interests. They will consider your case and, where they believe it is appropriate will follow things up with us on your behalf.


For journeys within the London area:

London Travelwatch
169 Union Street
London
SE1 0LL

Tel: 020 3176 2999 (Monday to Friday, 09:00 to 17:00)

Email: enquiries@londontravelwatch.org.uk

Visit: www.londontravelwatch.org.uk


For journeys outside the London area:

Transport Focus
FREEPOST RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ

Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)

Visit: www.transportfocus.org.uk


Alternative dispute resolution

Where we are unable to resolve your complaint internally we are required to advise you that "Ombudsman Services” who are providers of Alternative Dispute Resolution (ADR) services for the rail industry and who could deal with your complaint If we were also participating in ADR.‚Äč However, as Transport Focus and London Travelwatch already provide a mediation service for passengers in the rail industry, we will not participate in the ADR process offered by Ombudsman Services

Ombudsman Services
PO Box 730
Warrington
WA4 6WU

Tel: 0330 440 1614

Visit: www.ombudsman-services.org

Online Dispute Resolution

Online complaint refers to a complaint made in relation to an online purchase via our website. Where we are unable to resolve your online complaint internally, consumers should be aware of the Online Dispute Resolution process. Further details may be found at: http://ec.europa.eu/


You can also download our complaints document below, for information on how to contact us.

PDF Southern complaints document (160KB)