Connecting you to what's important
  • How to Make a Complaint

    When submitting a complaint please make sure to include the following

    We welcome feedback and suggestions from our customers as it helps us to improve the service we provide to you. Our purpose is connecting people and communities to what is important to them. To do this we listen to your views to ensure we are delivering the service our customers want. 

    When submitting a complaint please make sure to include:

    1. The date of your journey.
    2. The time your train was due to depart.
    3. The stations you were travelling from and to.
    4. If your journey was delayed how late were you reaching the station you were travelling to?
    5. Please provide a copy of the train tickets for the journey you made. If you no longer have the tickets we may accept a booking confirmation.
    6. Please tell us how you would like us to pay any compensation you may be owed. We can offer compensation in the form of National Rail travel vouchers, cheque, bank transfer (BACS), Credit card payment or voucher exchanged for cash from any Arriva Trains Wales ticket office. Please note that if we offer you goodwill compensation this will usually be in the form of National Rail travel vouchers.  

    To find out more about what to expect when you make a complaint please read guide to our Complaints Handling Procedure – How to make a complaint (Adobe Acrobat PDF).

    If you want to make a complaint about the service we have provided to you the quickest way to get in touch is by using the form below. Alternative ways to get in touch are detailed on our Contact Us page.

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