Southeastern complaint letter

Use this page to prepare a clear, firm complaint to Southeastern. The aim is to summarise what happened, what you want them to do, and the evidence that supports your position.

What this letter should achieve

• State the problem with dates and reference numbers.
• Explain the impact (financial, practical, or time lost) in concrete terms.
• Request a specific remedy (refund, correction, apology, compensation, or service fix).
• Set a clear deadline for response and next steps if unresolved.

Common issues people complain about (Rail/Transport)

Typical themes include: Delay / disruption, Refund, Accessibility issue, Staff / service complaint. Keep your letter focused on the main issue and avoid adding unrelated grievances.

What to include

Evidence: Ticket details, journey date/time, screenshots/photos (if relevant), receipts, and correspondence.

• Key dates in order (what happened first, next, and most recently).
• Any reference numbers (booking/order/account/claim IDs).
• What you have already tried (calls, chats, emails) and the outcome.

What to ask for

• Be specific: the amount, the action required, or the correction you want.
• If your losses are quantifiable, itemise them briefly.
• If you want an apology or assurance, say so explicitly.

Escalation and timeframes

Expected wait: Allow the operator time to respond; escalate if you reach deadlock or no timely resolution.

Escalation route: Rail Ombudsman (where the operator participates) and the operator’s complaints process. If you reach deadlock or do not receive a meaningful response, you can escalate via the appropriate dispute route for the sector.

Practical tips

• Keep it factual and polite; avoid insults or speculation about motives.
• Use short paragraphs and bullet points for dates and costs.
• Save copies of everything you send and receive.