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Contact Us

If you have any questions, want to claim a refund or compensation, would like to make a complaint or have any comments, fill in the form at the bottom of this page.  If you prefer you can phone or write to us, our contact details are shown below. 

We aim to respond within 10 working days, but it may take longer than this.

For more information on our service standards and how we put your needs first, take a look at our Passenger Charter, speak  to our managers at the Meet the Managers events or tweet us

Lost Property

There is now a separate form to register your item as lost property. Please click and register your item here.

Compensation for delays

If you are delayed on a Chiltern Railways journey and the cause of the delay was within the control of the railway industry you can claim compensation. Chiltern Railways offers passengers the right to claim for delays using our own delay compensation scheme. Click here for further information on Delay Compensation.

You do not have to claim using this scheme, but if you do you must make a claim within 28 days of the relevant journey. You may also be entitled to claim for other losses caused by Chiltern Railways and further guidance is available in the National Conditions of Travel and in our Passenger Charter.

To make a claim simply fill out the form at the bottom of this page and attach a photo of your ticket, cut in half diagonally. (See the example below).

If you are travelling on a single or return ticket, please do not put it through the ticket barrier at the end of your journey as you will need to submit it to make a claim.

For more information on compensation click here.

Example of a ticket cut in half

If you currently hold a Season Ticket then please attach a photo but there is no need to cut your ticket.




Please provide additional information to proceed



Please let us know how we can help

You might have a statutory right to receive
compensation via the method you paid.
Should an acceptable method not be listed
above then please call 03456 005 165
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Customer Services (Mon-Fri 08.30 to 17.30)

Customer Services
Banbury ICC
Merton Street
OX16 4RN

Phone: 03456 005 165
Fax: 01926 729 914

For Compensation claims use:
FREEPOST Chiltern Railways

Lost Property (Mon-Fri 12.00 to 20.00)

Chiltern Railways Lost Property
Marylebone Station

Phone: 03456 005 165

Car Parking 

APCOA Parking (UK) Limited

PO Box 222
Lowton Way
S98 1NX


online agent:

Ticket Enquiries (Mon-Sun 07.00 to 22.00)

Phone: 03456 005 165
Press Option 1 then Option 2

Press Office (Mon-Fri 09.00 to 17.30)

For press information or interviews, please contact the Chiltern Railways Press Office:

email: [email protected]

Filming Office (Mon-Fri 09.00 to 17.00)

For filming enquiries please contact our filming team:


Charity Collections

To find out about collecting at our stations, please visit our Charity Collections page

National Rail Enquiries

Tel:03457 484950


Complaints Handling Procedure

Our complaints handling procedure is available here 

If you're not happy with how a complaint has been handled we have further guidance here

Registered Office Address

1 Admiral Way
Doxford International Business Park



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