Contact Us
Due to the severe weather conditions of the past few weeks, we are currently experiencing a high level of correspondence. We appreciate your patience at this time and thank you for your understanding.
We are committed to delivering the highest standards of safety, performance and customer care. To help us achieve and maintain service excellence we welcome your comments. We recognise that on occasions things do go wrong and our Passenger’s Charter explains what we will do in such circumstances. Copies of our Charter can be obtained from any First TransPennine Express train station or from the Customer Relations team.
Equally, we would like to know what you particularly enjoyed, how well our staff at our train stations and on board our trains looked after you. If one of our staff was especially helpful then feel free to let us know – and we will let them know. It all helps us to keep improving our rail service and to continue to provide you with a journey experience you will be happy to repeat.
Please use the form below to tell us what you think as we want to hear your comments. If you wish to receive a response from our customer relations team please tick the relevant box below.
Compulsory fields are marked *.
Alternately, use our Your Views form (also available at all our train stations).
You can also contact our Customer Relations team:
Phone: 0845 600 1671
Email: tpecustomer.relations@firstgroup.com
Customer Relations
First TransPennine Express
Freepost
ADMAIL 3878
Manchester
M1 9YB
Lost Property
Customers wishing to enquire about lost property should call 0845 600 1672. It will help if you can tell us the station at which your train terminated. Items not collected within 24 hours will be transferred to a central location. Please note there may be a charge for retrieval of items held for more than 24 hours.
Compensation claims
If you wish to claim compensation please use a compensation claim form (also available at all our train stations) so that we can process your claim as quickly as possible. If you need help please contact our Customer Relations team:
Phone: 0845 600 1671
Email: tpecustomer.relations@firstgroup.com
Other Contact Details
National Rail Enquiries (24 hours)
Tel: 08457 48 49 50
For up to the minute travel information for the National Rail network and information on all other Train Operating Companies.
Web: www.nationalrail.co.uk
Transport Direct
Door-to-door journey plans for travel in Great Britain
Web: www.transportdirect.info
Traveline
Tel: 0871 200 22 33 (calls from landlines cost 10p per minute).
For all other public transport route and timetable information
Web: www.traveline.org.uk
British Transport Police
Tel: 0800 40 50 40 - emergency dial 999
The British Transport Police is the national police service for the railways. We are working closely with the British Transport Police to maintain and improve the security of the network and to make sure you have a safe journey.
Web: www.btp.police.uk
Passenger Focus
We are an independent public body set up by the Government to protect the interests of passengers.
Web: www.passengerfocus.org.uk
ATOC
The Association of Train Operating Companies (ATOC) represents and supports Britain's passenger railway.
Web: www.atoc.org
Office of Rail Regulation
The Office of Rail Regulation (ORR) is the independent safety and economic regulator for Britain's railways.
Web: www.rail-reg.gov.uk
Network Rail
We run, maintain and develop Britain’s tracks, signalling system, rail bridges, tunnels, level crossings, viaducts and 18 key stations.
Web: www.networkrail.co.uk