How do I make a complaint?
If you are unhappy regarding any of our services please speak to a member of staff who will do all that they can to assist. Should you wish to submit a complaint you can:
- Complete a complaints form here.
- Ask for a form from one of our staffed ticket offices.
- Email our Customer Relations team on comment@merseyrail.org.
I want to give feedback, how do I do this?
We welcome any comments regarding our services, staff and facilities and actively encourage our Customers to let us know how we are doing. You can contact us with your feedback by completing this contact form.
How does your complaints and feedback procedure respect Equality and Diversity?
Merseyrail is committed to working to the standards established by the Equality Act 2010 and will ensure that the special needs of all individuals are taken into account when dealing with comments and enquiries.
How do you support customers with disabilities to complain or leave feedback?
We provide a variety of information and assistance for people with sensory impairments. If customers need information in audio, large print or braille formats we will product these on demand. We also have an assistance line with Textphone and Minicom users. We also operate a dedicated assisted travel service, to support those customers who need assistance when travelling. Please click here for further information.
With your permission we are happy to liaise with carers, guardians and support workers on your behalf.
You can also contact The Customer Relations team via:
Tel: 0151 555 1111 / Fax: 0151 702 2413
E-mail: comment@merseyrail.org
Twitter: @merseyrail
The opening times of the office are Monday to Friday 07:00 – 19:00 hours and an answer machine facility operates outside these hours.
Assistance Lines: 0800 0227 347 (free of charge)
Textphone and Minicom users please prefix 18001 prior to dialling