How to Complain About ScotRail
Everything you need to make an effective complaint against ScotRail, including contact details, your rights, deadlines, and escalation paths.
Also known as: ScotRail
Contact Details
customer.relations@scotrail.co.uk
0344 811 0141
Your Rights
Package Travel Regulations 2018 / EC 261/2004
Flight delays over 3 hours may entitle you to compensation of £220–£520 under retained EU law. Package holidays have additional protections.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with ScotRail. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to ScotRail. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: customer.relations@scotrail.co.uk
Set a deadline
Give ScotRail 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If ScotRail hasn't resolved your complaint within 8 weeks (or has sent a final response you disagree with), escalate to the Rail Ombudsman.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Escalation Routes
Rail Ombudsman
ORR
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.