Contact Us

Updated 29th April 2022

If you're considering claiming a refund on your season ticket, please be aware that we are no longer able to back date season ticket refunds and refunds will revert to our usual terms and conditions. Please see paragraph 40 of the National Rail Conditions of travel for more information.

We aim to respond within 10 working days for refund enquiries.

Refunds

For information on refunds, please visit the refund information page. If you wish to apply for a refund, please use the web form below.

Compensation for delays

For journeys from 1st May 2022: If you are delayed on a Chiltern Railways journey by 15 minutes or more, you are entitled to compensation under our Delay Repay 15 scheme. In order to make a claim under this scheme, please click on our new compensation form. Do not use the below form for any delayed journey after 1st May 2022.

For journeys before 1st May 2022: 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.

If the initial cause of your delay occurred while travelling with another train company, your claim should be submitted directly to that train operator. Please visit their website for more information.

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 please visit the compensation page.

If you currently hold a Season Ticket then please attach a photo but there is no need to cut your ticket, only if you are applying for delay compensation, not refunds. For instructions on refunds, see the information at the top of the page.

If you wish to apply for a refund, please use the form below:

PERSONAL DETAILS

Please provide additional information to proceed

Address

Enquiry Details

Please let us know how we can help

Please only use this menu if you are applying for compensation, not refunds.
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
  • If applying for a refund, please provide the payment method you used to purchase the ticket. If you purchased with a credit/debit please state the type of card. (eg. Visa/Mastercard)
  • If you also need to apply for a car park season ticket refund, please enter the vehicle registration.
  • If you are applying for a season ticket refund, you must provide the date (dd/mm/yyyy) you last used your ticket.
  • DO NOT enter your credit/debit card details on this form.
  • If your season ticket was purchased by company cheque please add the company name to this field.
One file only.
3 MB limit.
Allowed types: gif, jpg, png, pdf.

CONTACT DETAILS

Customer Services (Mon-Fri 08.30 to 17.30)

Customer Services
Banbury ICC
Merton Street
Banbury
Oxfordshire
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
London
NW1 6JJ

Phone: 03456 005 165

Car Parking 

APCOA Parking (UK) Limited

PO Box 222
Lowton Way
Sheffield
S98 1NX

web: www.apcoa.co.uk/

online agent: www.apcoa.co.uk/contact/

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. This email address and phone number is strictly for press enquiries and our team will not be able to help with customer issues.

email: [email protected]

Phone: 020 3856 2226

Filming Office (Mon-Fri 09.00 to 17.00)

For filming enquiries please contact our filming team:

web: www.chilternrailways.co.uk/filming

Charity Collections

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

National Rail Enquiries

Tel:03457 484950

Visit www.nationalrail.co.uk


Complaints Handling Procedure

For more information on how we manage complaints, have a look at at our complaints handling procedure.

If you're not happy with how a complaint has been handled we have further guidance in our FAQ section


Registered Office Address

1 Admiral Way
Doxford International Business Park
Sunderland
SR3 3XP

 

 

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