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How do I make a comment, a complaint or a suggestion?

We work really hard to deal with any complaints you have quickly and fairly. You can speak to a member of staff at a station, or contact us using the information below. We aim to respond within 10 working days.
 
If you have comments, praise or suggestions about Southeastern services, we’d like to hear from you.
 
 
Call us on 0345 322 7021, 24 hours a day, 7 days a week. (Textphone: 0800 783 4548).
 
Write to us at:
 
Southeastern Customer Services
PO Box 10422
Unit 16 Coalfield Way
ASHBY DE LA ZOUCH 
LE65 9EL

How can I take my complaint further?

We’ll do our best to resolve any problems you’ve had with Southeastern in a fair and reasonable way. Please give us the opportunity to try to resolve your complaint: complaints form.

If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve on going complaints between us and our passengers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

  • you’re unhappy with our final response to your complaint which will be
    contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • we haven’t resolved your complaint within 40 working days of receiving it;
    and
  • no more than 12 months have passed since we sent you our final response.

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that’s the case, then they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.

The Rail Ombudsman


FREEPOST – RAIL OMBUDSMAN
Telephone 0330 094 0362
(Monday to Friday 08:00 – 20:00 Saturday and Bank Holidays 08:00 – 13:00)
Textphone: 0330 094 0363
Email: info@railombudsman.org
Website: www.nationalrail.co.uk/railombudsman
Twitter: @RailOmbudsman

Can I see the information you hold about me?

You are entitled to request a copy of the personal information we hold about you. 
Please contact us at privacy@southeasternrailway.co.uk

We may need to ask for some further information, such as checking who you are. 

You can download and send this Subject Request Form which will help us deal with your request more efficiently. 
Please let us know if you want to receive the information electronically. 

We aim to get the information to you without undue delay and within 30 days.  If we have any trouble with this timeframe we will let you know within 30 days and explain what the problem is. Sometimes we may hold information that we don’t have to provide, for example it would prejudice a police investigation or contains someone else’s personal data. 

In most cases we provide the copy of your data to you for free. We have set out some information about when it might not be free, or provided below.

Rectification / restriction 

If you believe the information we hold about you is inaccurate or incomplete you can contact us and ask us to correct it.  You may also request any data processing we are carrying out on your data is halted whilst a request for rectification or objection or a dispute over the lawfulness of processing is being considered. 
We will provide a response confirming the action we have taken or disagree with taking within 30 days, or provide a response within 30 days if the matter is complex and a further time is needed.

Deletion – right to be forgotten

You can request deletion or removal of personal information in some circumstances, such as when there is no compelling reason for its continued processing. 
We will provide a response to you without undue delay and within 30 days, confirming whether/what personal data we have deleted and/or explaining why we don’t agree that some data does not need to be deleted.   

How we deal with rights requests

We will try to deal with your request without undue delay and at least within 30 days.  In exceptional circumstances, we may need to extend the time to respond fully, if the request is particularly complex or there are multiple requests. But we will let you know within 30 days. 

We will not charge you a fee for dealing with rights requests, unless they are manifestly unfounded or excessive or in circumstances where copies have been provided previously. We would always let you know if we thought this was the case, so that you can make a decision about what you wanted to do next. 

There are various limitations and exemptions in relation to the exercise of rights in data protection law - for example if it would affect another’s rights and freedoms or if we need to retain the information to make or defend a legal claim. We intend only to rely on limitations and exemptions where it is fair to do so and always bearing in mind that it is your personal data.

I need help with a ticket I’ve bought online, who do I contact?

If you need help, give us a call on 0345 322 7021. We’re here 24 hours a day, 7 days a week.

How do I resolve an issue with tickets I bought online?

You should contact us directly first and we'll do our best to resolve the problem. So we've got all the details, please complete our contact form
 

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