Delay Repay Rejected? How to Escalate to the Rail Ombudsman

Common rejection reasons

• Ticket image unreadable or missing.
• Claim submitted after 28 days.
• Operator records show a shorter delay.
• Journey on a different train to the one claimed.

Step 1: Appeal to the operator

Reply to the decision, explain why you disagree and attach evidence — screenshots of live departure boards or real-time journey data are very useful. Ask for a final response ("deadlock letter").

Step 2: Go to the Rail Ombudsman

If you remain unhappy 40 working days after your first complaint, or you have a final response, you can refer the case to the Rail Ombudsman free of charge within 12 months. Its decisions are binding on the operator if you accept them.

Visit the Rail Ombudsman website

Step 3: Small claims court

As a last resort you can take a claim to the county court small claims track. Most cases are resolved before this point.

Recalculate your refund to check your figures before appealing.