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Complaints handling procedure

This is a summary of the procedure we’ll follow if you have a complaint about Southern

How to complain

When things go wrong we aim to fix them as quickly as possible. You can complain:

  • in person – to our staff at the station
  • in writing – in a letter or on our online form
  • by phone – by ringing our customer services team

Find out how to contact us or fill in the online form.

Fill in our online form

How we deal with your complaint

We aim to handle complaints quickly, so contact us as soon as you can.

We’ll investigate your complaint in full and will make sure it’s considered fairly. (Read our full complaints handling procedure for details of how we will do this.)

If we’re at fault we will apologise and try to resolve the problem.

Download our complaints handling procedure (pdf)

If you’re unhappy with our response

If you’re not satisfied with our response to your complaint, let us know and we’ll try to find an alternative solution.

If you’d like to take things further, you can complain to a watchdog.

They will consider your case and can take it up with us on your behalf. The right one to contact depends on whether your complaint relates to travel in London or outside London.

In London

Outside London

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