Complaints Procedure

Last updated: 10/03/2026

1. Making a complaint

If you are unhappy with the service you have received from PSR Train, please contact us via our contact page. Please set out your complaint clearly and include any relevant details (for example, dates, what happened, and what you would like us to do).

2. What we will do

We will acknowledge your complaint and aim to respond substantively within a reasonable time (typically within 14 working days). We will look into the matter and let you know the outcome or any next steps.

3. Escalation

If you are not satisfied with our response, you may contact us again to ask for your complaint to be reviewed. We will explain how we have considered your concerns and what options remain available to you.

4. Contact

All complaints should be submitted via our contact page.