Here’s the UK rail companies that had the most complaints last year
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The UK rail watchdog has revealed how many complaints train passengers made and what is the main cause of frustration. Some train companies saw a sharp increase in customer grievances last year, new figures from the Office of Rail and Road show. There were fewer train passenger complaints between April and September last year compared to the previous year overall, while a handful of operators recorded an increase in complaints.
![[Passengers walk on a train station platform next to Avanti West Coast train.]](https://metro.co.uk/wp-content/uploads/2025/01/SEI_234615663-2e86.jpg?quality=90&strip=all&w=646)
Caledonian Sleeper, Avanti West Coast, Lumo and London North Eastern Railway were at the top of the list for the number of complaints they received. Here is a breakdown of the rate of complaints – and why passengers had a bone to pick. There were 158,721 complaints between April 1 and September 30 last year – a 9% drop from the previous six months, the regulator said.
![[A Lumo train arriving at a platform with a passenger walking on the platform.]](https://metro.co.uk/wp-content/uploads/2025/01/SEI_204593240-e3cb.jpg?quality=90&strip=all&w=646)
At the same time, there were 8% more journeys, suggesting some improvement for passengers plagued by delays, cancellations and disruption on the railways in recent years. However, it was not smooth sailing for all passengers as a handful of operators saw a sharp increase in complaints.
Caledonian Sleeper recorded 243 complaints per 100,000 journeys between April and September – a 4% increase on the same period in the previous year. Avanti West Coast saw 103 complaints per 100,000 journeys, while the rate of complaints decreased by 21% year-on-year.
