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You are here: Home > Your journey > Customer services

Customer services

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.

Contact us

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

PDF Complaints Handling Policy (160KB)

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.