As your local MP I am doing all I can to tackle the poor deal Sutton, Cheam and Worcester Park gets in terms of transport. Sutton has no Tram, London Underground or London Overground service, buses go to limited destinations and the current dispute between the Unions and Southern Rail is making life miserable for commuters. In addition, Thameslink and South West Trains also have their problems.
I am doing all I can to improve the life of commuters in Sutton, Cheam and Worcester Park in the long term, but you can also pile on the pressure and raise complaints yourself.
As the most common complaints are about trains, below are the details of how to claim money back from Southern, Thameslink and South West Trains for delayed journeys and their complaint procedures. If you need these details for any other train company, or about another mode of public transport like buses, check their websites or get in touch.
Southern Rail
Southern passengers are entitled to claim back at least part of their fare for journeys that are delayed by 15 minutes or more. How much you are entitled to depends on how long you were delayed by. To make a claim, visit www.southernrailway.com/your-journey/customer-services/delay-repay/.
If you wish to register a complaint with Southern, you can contact them one of the following ways:
- Write: Govia Thameslink Railway, PO Box 10240, Ashby-De-La-Zouch, LE65 9EB
- Phone: 03451 27 29 20
- Email: comments@southernrailway.com
Thameslink
Thameslink passengers are entitled to claim back at least part of their fare for journeys that are delayed by 15 minutes or more. How much you are entitled to depends on how long you were delayed by. To make a claim, visit www.thameslinkrailway.com/contact-us/delay-repay/.
If you wish to register a complaint with Thameslink, you can contact them one of the following ways:
- Write: Govia Thameslink Railway, PO Box 10240, Ashby-De-La-Zouch, LE65 9EB
- Phone: 0345 322 7014
- Email: customerservices@thameslinkrailway.com
South West Trains
South West Trains passengers are entitled to claim back at least part of their fare for journeys that are delayed by 60 minutes or more. To make a claim, visit www.southwesttrains.co.uk/tickets-explained/compensation/.
If you wish to register a complaint with South West Trains, you can contact them one of the following ways:
- Write: Customer Relations, South West Trains, Overline House, Southampton SO15 1GW
- Phone: 0345 6000 650
- Online Contact Form: www.southwesttrains.co.uk/contact–help/contact-us/contact-us/
What do I do if you are not happy with the response to your complaint?
If you’re unhappy with the reply, then you may want to go back to them and explain why. Alternatively, you can write to Transport Focus or London TravelWatch, independent consumer watchdogs, established by Parliament to protect and champion passengers’ interests. They will consider your case and, where they believe it is appropriate will follow things up with us on your behalf.
For journeys within the London area
London Travelwatch
169 Union Street
London
SE1 0LL
Email: enquiries@londontravelwatch.org.uk
Visit: www.londontravelwatch.org.uk
For journeys outside the London area
Transport Focus
FREEPOST RTEH-XAGE-BYKZ
Transport Focus
PO Box 5594
Southend on Sea
SS1 9PZ
Tel: 0300 123 2350 (Monday-Friday 08:00 to 20:00, Saturday and Sunday 08:00 to 16:00)
Visit: www.transportfocus.org.uk