Complaints Procedure

1. Making a complaint

If you are unhappy with the service you have received from PSR Train, please contact us first at enquiries@psrtrain.com or via our contact page. Please set out your complaint clearly and include the date, what happened, and what you would like us to do.

2. What we will do

We aim to acknowledge complaints within 3 working days and respond substantively within 14 working days. If we need more time, we will explain why and give you a revised date.

3. Escalation

If you are not satisfied with our response, you can ask us to review the matter. We will explain how we have considered your concerns and any remaining options.

If your complaint relates to how we handle personal data, you can also complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint.