How to make a complaint

How to make a complaint or comment on our service
 

If you would like to make a comment, give us feedback or have a complaint please contact the Customer Relations section:

Email: [email protected] 
Complete this online form.
Tel: 0191 20 20 747 (lines are open 9.00am-5.00pm Monday to Friday, except Bank Holidays).

Write to:
Customer Relations
Nexus House
St James Boulevard
Newcastle upon Tyne
NE1 4AX

When making a complaint, please tell us:

  • Your full name, address and telephone number.
  • Your email address.
  • How you would like to be contacted, for example, telephone, letter, email.
  • If your complaint refers to a particular incident please provide the date, time, location and details of your journey i.e. where you were travelling from and to.
  • If your complaint refers to an incident on a particular train, include the train or carriage number (if known). The train number is shown externally on the windscreen at the front and rear of the train. The carriage number is shown inside of the train at the front and rear next to the drivers cab and on the outside side of the train at the front and rear.
  • If your complaint relates to a ticket machine at a station, please make a note of the machine number (displayed on the screen at the top right hand side); remember to include the station name, time and date.
  • Tell us as much as you can about the complaint, what has gone wrong and how we can resolve your complaint satisfactorily.

In line with Office of Rail and Road (ORR) Complaints Handling Procedure requirements, we are obligated to respond to 95% of complaints within 20 working days.  To help drive service improvements and customer satisfaction, we have set the following internal targets to respond to written and email complaints: letter within ten working days and emails within five working days.

Refunds

If you experience an issue with a ticket machine and need to claim a refund, please complete this online form or call us on 0191 20 20 747 (lines are open Monday-Friday, 9.00am-5.00pm excluding on Bank Holidays).

If you are delayed by more than 15 minutes than advertised, you can claim a refund.  For a delay of more than 15 minutes or if you wait on a platform for more than 15 minutes longer than advertised we will give you back the ticket price of the single Metro journey that was delayed.*  If you buy a ticket for a specific day and can’t use it due to train cancellations or service disruption we will refund the price you paid for the ticket.

* Excluding Gold Card holders, Magpie Mover holders, Wear on Our Way holders and when we advertise that your journey will take longer e.g. when using the Metro replacement bus service during planned modernisation work.

We aim to treat all refund claims with fairness.  Claims must be submitted within 28 days from the incident date. You will need to provide a copy of your ticket or Pop card with your claim.  We've made it easy to claim a refund, you can do this here.  


We will do our best to resolve any problem, but if you are unhappy with our first response and you contact us again your situation will be escalated and responded to by a manager. If you remain unhappy with our response you can contact the Rail Ombudsman.  

Rail Ombudsman logo

The Rail Ombudsman are there to help resolve on-going complaints It’s free to use their services and they are independent of the rail industry.

The Rail Ombudsman can be contacted through their website or in any of the following ways:

Write to: FREEPOST - RAIL OMBUDSMAN

Telephone: 0330 094 0362 (Monday to Friday 9:00am – 5.00pm)

Textphone: 0330 094 0363

Email: [email protected]

Twitter: @RailOmbudsman

 

 

 

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