Verified: 11 March 2026 10:25 pm UK Time
Industry: Rail Passenger Services
Jurisdiction: Great Britain
Primary Regulators: Office of Rail and Road (ORR) & The Rail Ombudsman
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. LNER staff will never ask for your account PIN, your online portal password, or ask you to move money to a “safe account” over the phone to process a refund.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through their online web forms, by email, or by calling their official customer service routing numbers.
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General Enquiries & Complaints: 03457 225 333
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Email: customers@lner.co.uk
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Source Verification Note: LNER Complaint Handling Policy
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Availability: The telephone support line is available 7 days a week from 8:00 AM to 10:00 PM (UK Time).
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Timeline: LNER aims to respond to general complaints within 20 working days. (Note: Do not use the general complaints procedure for standard train delays. If your train is delayed by 30 minutes or more, use the dedicated Delay Repay form on their website to claim compensation of up to 100% of your ticket cost).
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve your issue, you must formally escalate it to their central correspondence team. Send a written letter detailing your booking reference, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Complaints Address: LNER Customer Solutions Centre, Freepost RTUH-TUGH-GCLZ, Cramlington, NE23 1WG
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Timeline: Under ORR regulations, LNER has a maximum of 40 working days (8 weeks) to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: The Rail Ombudsman (Note: Do not use Transport Focus for formal adjudication).
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Portal/Contact: The Rail Ombudsman is the ORR-approved, independent dispute resolution service for LNER complaints. You can submit a complaint online or by phone:
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Website: railombudsman.org
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Phone: 0330 094 0362
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Timeline (CRITICAL): You can only refer your complaint to the Rail Ombudsman after you receive a Deadlock Letter from LNER, OR if 40 working days (8 weeks) have passed since your initial formal complaint without a resolution. You must escalate the complaint to the Rail Ombudsman within 12 months of receiving your Deadlock Letter.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to LNER’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
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Legal Address: London North Eastern Railway Limited, West Offices, Station Rise, York, North Yorkshire, YO1 6GA
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Court: If the LBA fails and the Rail Ombudsman cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is LNER still ignoring your Delay Repay claim or poor service dispute? Reply below (do not share your passwords, full booking references, or PINs), and our community will point you to the right Rail Ombudsman complaint templates!