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Contact Southeastern, Southeastern complaints, Southeastern customer services

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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?

If you’re not happy with our response to a complaint, please let us know by filling in our complaints form.
 
Alternatively, you can write to one of two independent consumer watchdogs, who mediate between passengers and rail companies:
 
London TravelWatch
169 Union Street
London 
SE1 0LL
020 3176 2999 (Mon-Fri, 9am-5pm)
 
Transport Focus
FREEPOST RTEH-XAGE-BYKZ
PO Box 5594
SOUTHEND-ON-SEA
SS1 9PZ
0300 123 2350
 
As we work with these two organisations, we’ve decided not to work with the Ombudsman Services as well. They offer Alternative Dispute Resolution (ADR) services between passengers and the rail industry. We don’t work with them, but should you wish to know more, their contact details are: 
 
Ombudsman Services
PO Box 730
Warrington
WA4 6WU
0330 440 1614

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
 
If we’re unable to resolve any complaint about tickets bought online to your satisfaction you can use a service called EU Online Dispute Resolution. You need to submit your complaint within 30 days. 

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