Northern Rail

Northern is a train service that operates in the Northern part of England. Arriva UK Trains began operating the franchise from 2016.

Northern has a customer service centre that is open from 7AM to 10PM on days that trains also run. This centre can assist with many different things including:

Complaints
Bookings
Enquiries

Complaints

There are many different ways to make a complaint at Northern, including using their website. If you do not wish to use this electronic form you can acquire a paper copy by contacting Northern on 0800 200 6060 which is the Customer Experience Centre.

You can also make a complaint in person at stations that Northern operate at and at stations served by them.

Feedback and Comments About Staff

You can simply contact Northern on the channels above to inform them of positive experiences you had with their staff.

If you need to complain.

If you do feel the need to complain about a staff’s performance, it’s important you include certain information such as:

Information about the services you were using
The reason for your complaint
How would you like this to be resolved

Reporting a Fault

Reporting a fault is important and help improve services. If your experience with facilities or the train itself is unpleasant you can use the online form provided on the website to submit this. You can also provide photos with your complaint.

If you are reporting a train’s fault itself you should inform Northern of the carriage number. The carriage number can be found on the train door or at the end of the carriage itself.

Department Contact details
Call Connection Number for Northern customer services 0843 506 0219
(Calls cost 7p per minute, plus network access charge)
Call Connection Number for National Rail Enquiries 0843 538 5217
(Calls cost 7p per minute, plus network access charge)
Northern Website https://www.northernrailway.co.uk
North Road Jobs https://www.northernrailway.co.uk/corporate/careers
Northern Timetables https://www.northernrailway.co.uk/travel/timetables
Northern Complaints https://www.northernrailway.co.uk/help/contact/318-make-a-complaint
North Road Lost Property https://www.northernrailway.co.uk/travel/lost-property
Northern Delay Repay Compensation https://www.northernrailway.co.uk/corporate/compensation-information
FAQS https://www.northernrailway.co.uk/faq/tickets
Northern Facebook https://en-gb.facebook.com/northernassist/
Northern Twitter https://twitter.com/northernassist?lang=en
Online customer service desk for Northern https://www.northernrailway.co.uk/help/contact/66-general-enquiry
Email for Northern enquiries@northernrailway.co.uk
Postal address for Northern head office Arriva Rail North Limited 1 Admiral Way Doxford International Business Park Sunderland SR3 3XP