Free train delay refund & Delay Repay letter template
Use this letter when a Delay Repay claim has been rejected, underpaid or ignored. It sets out your journey, the delay, the compensation due and the deadline before you escalate to the Rail Ombudsman.
Who this letter is for
Claim Delay Repay compensation when a train operator refuses or ignores you. It is written in the formal register companies, landlords and card issuers expect, and it records the facts, the remedy sought and the deadline in a way that supports any later escalation to an ombudsman or the courts.
How to use this template
- 1Note the scheduled and actual arrival times and your ticket reference.
- 2Find your Delay Repay claim number and the operator's reason for refusing.
- 3Download the template and state the compensation the published scheme owes you.
- 4Attach the ticket, receipts and previous correspondence.
- 5Allow 14 days, then escalate free to the Rail Ombudsman.
What to include before you send it
- Give the exact scheduled and actual arrival times, not just the delay length.
- Quote the ticket reference, price and Delay Repay claim number if you have one.
- Escalate free to the Rail Ombudsman after 40 working days or a deadlock letter.
The rights you are relying on
National Rail Conditions of Travel, the operator's Delay Repay scheme, and the Consumer Rights Act 2015 right to services performed with reasonable care and skill.
The letter template
[Your name] [Your address] [Email address] · [Phone number] [Date] Customer Relations [Train operator] [Address] Re: Delay Repay compensation — journey on [DATE], claim [CLAIM NO] Dear Sir or Madam, On [DATE] I travelled from [ORIGIN] to [DESTINATION] on the [TIME] service, ticket reference [REF], fare paid [AMOUNT]. The service was scheduled to arrive at [TIME] and in fact arrived at [TIME], a delay of [X] minutes. I submitted a Delay Repay claim on [DATE] (reference [CLAIM NO]). You have [rejected it on the grounds that [REASON] / paid only [AMOUNT] / not responded]. Under your published Delay Repay scheme, a delay of [X] minutes on this fare entitles me to [AMOUNT / percentage]. The reason given for the delay does not remove that entitlement, and the scheme does not exclude [reason given]. I therefore ask you to pay [AMOUNT] to my original payment method within 14 days, together with [reimbursement of [AMOUNT] in onward taxi or replacement travel costs, receipts enclosed]. If I do not receive a full response within 14 days, I will refer this matter to the Rail Ombudsman and, if necessary, pursue recovery through the small claims process. Yours faithfully, [Your name] Enclosures: ticket, receipts, Delay Repay correspondence.
Frequently asked questions
- How long is a train delay before compensation is due?
- Most UK operators pay from 15 or 30 minutes of delay, and pay a higher share of the fare at 60 minutes and above. The exact thresholds are in that operator's published Delay Repay scheme.
- Can I claim if the delay was not the operator's fault?
- Usually yes. Delay Repay is a no-fault scheme, so causes such as weather or third-party incidents do not normally remove your entitlement.
Turn this example into your own formal letter
The £0.59 option creates one formal letter using your names, dates, sums and evidence. The £3.99 Case File also includes an email, evidence checklist, action plan and follow-up notice.
Or read more about our personalised refund letter.
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