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You are here: Home > Your journey > Customer services > Contact us

Contact us

Southern Customer Services

Open daily: 0700 - 2200 (closed Christmas Day)

We are currently experiencing high numbers of customer contacts. If you have already been in touch, there is no need to chase us as we will get back to you within 20 working days.

Thank you for your patience

Contact us - telephone Telephone:

03451 27 29 20

Contact us - fax Fax: 03451 27 29 30
Contact us -text phone Minicom /
03451 27 29 40
Contact us email icon Email: Enquiries webform 
or email:
Contact us - post Post: PO Box 10240
LE65 9EB

Calls to 0345 numbers are the same price as calling an 01 or 02 landline, even from mobiles.

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

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



For journeys outside the London area:

Transport Focus
Transport Focus
PO Box 5594
Southend on Sea

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


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

Tel: 0330 440 1614


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:

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

PDF Southern Complaints Procedure (160KB)