If you are travelling as a consumer, the CRA provides you with certain rights and remedies where we are at fault, including the right to a price reduction (i.e. money back) where a service has not been carried out with reasonable care and skill. The relevant part of the CRA has applied to rail passenger services since 1 October 2016.
For more information about making a claim under the CRA, see https://www.gov.uk/consumer-protection-rights.
The CRA does not apply if delays or problems are caused by external events that are not within our control or were caused by a third party. Examples of events outside our control include vandalism, the striking of a bridge by a vehicle, line closures at the request of the police or emergency services, and suicides or accidents involving trespassers. This is a summary only of excludable reasons.