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How to Complain to National Express
National Express says you can complain by sending details through its online feedback form. The page does not state response times.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to National Express
How to Complain
National Express says you can complain by sending details through its online feedback form. The page does not state response times. source
Claiming Delay Repay
What Delay Repay Is
Most train companies run Delay Repay: you can claim compensation when your train reaches your destination late. Many start at 15 minutes, but the threshold and rules are set by each company, so check the one that ran your train. source
How Much You Get
As Great Western Railway states it: 15 to 29 minutes late, 25% of a single or season ticket and 12.5% of a return; 30 to 59 minutes, 50% of a single and 25% of a return; 60 to 119 minutes, 100% of a single and 50% of a return; 120 minutes or more, 100% of a single or return and 200% of a season ticket. Other companies' figures may differ. source
Tickets That Count
Tickets that count usually include singles, returns, season tickets (weekly, monthly, annual and flexi), carnets, smartcards and eTickets. Check your company's list. source
How to Claim
You claim from the train company that ran the delayed train, normally online with proof of your journey. Great Western Railway says late claims are typically rejected, so claim quickly. source
How You Are Paid
Compensation can usually be paid by bank transfer, card, cheque, voucher or a charity donation. Paper claims at staffed stations are often limited to cheques or vouchers. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 15 minutesDelay needed to start a Delay Repay claimOften 15 minutes late at your destination; some companies differ, so check yours
- 28 daysClaim Delay RepayTypically within 28 days of the delay; late claims are usually rejected
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to National Express in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, ask your card provider about Section 75 or chargeback, or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
National Express Complaints
Always start here, in writing.
Ask About An ADR Scheme
We could not confirm a general ombudsman or ADR scheme for National Express from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
National Express says that if you remain unhappy you can contact Bus Users UK, an independent complaints review body, or use the online dispute resolution platform for online purchases. The page does not name a coach-industry ombudsman.
Keep your ticket, booking confirmation and a note of the train times affected.
Most train companies run a “Delay Repay” scheme that pays compensation for delays over a set length. Check your operator’s own page for the delay length and how long you have to claim.
If the train company is covered by the Rail Ombudsman (see the section above), you can take an unresolved complaint there once the company has had the chance to deal with it.
Consumer Protection UK is independent and is not connected to National Express. This guide uses information published by National Express and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- nationalexpress.com/en/help/complaints Checked 4 October 2026
- gwr.com/help-and-support/refunds-and-compensation/delay-repay Checked 12 October 2026