How to make a complaint

When making a complaint, please provide:

• Your full name, address and telephone number.
• Your email address.
• How you would like to be contacted, for example, telephone, letter, email.
• If your complaint refers to a particular incident please provide the date, time, location and details of your journey i.e. where you were travelling from and to.
• If your complaint refers to an incident on a particular train, include the train or carriage number (if known). The train number is shown externally on the windscreen at the front and rear of the train. The carriage number is shown inside 
of the train at the front and rear next to the drivers cab and on the outside side of the train at the front and rear.
• If your complaint relates to a ticket machine at a station, please make a note of the machine number (displayed on the screen at the top right hand side); remember to include the station name, time and date.
• Provide as much information as you can about the complaint, what has gone wrong and how Nexus can resolve your complaint satisfactorily.

In line with Office of Rail and Road (ORR) Complaints Handling Procedure requirements, Nexus are obligated to respond to 95% of complaints within 20 working days. To help drive service improvements and customer satisfaction, Nexus have set the following internal targets to respond to written and email complaints: letter within ten working days and emails within five working days.

Refunds

If you experience an issue with a ticket machine and need to claim a refund, please complete the Delay and Repay form or call us on 0191 202 0747 (lines are open Monday-Friday, 9.00am-5.00pm excluding on Bank Holidays).

If you are delayed by more than 15 minutes than advertised, you can claim a refund. For a delay of more than 15 minutes or if you wait on a platform for more than 15 minutes longer than advertised Nexus will give you back the ticket price of the single Metro journey that was delayed.

* If you buy a ticket for a specific day and can’t use it due to train cancellations or service disruption Nexus will refund the price you paid for the ticket.
*Excluding Gold Card holders, Magpie Mover holders, Wear on Our Way holders and when Nexus advertise that your journey will take longer e.g. when using the Metro replacement bus service during planned modernisation work.

Nexus aim to treat all refund claims with fairness. Claims must be submitted within 28 days from the incident date. You will need to provide a copy of your ticket or Pop card with your claim. It’s easy to claim a refund, you can do this using the online Delay and Repay form.

Nexus will do their best to resolve any problem, but if you are unhappy with their first response and you contact Nexus again your situation will be escalated and responded to by a manager. If you remain unhappy with the response you can contact the Rail Ombudsman.

Our Customer Complaints Procedure provides information on how to make a complaint and the Complaints Handling Procedure details the policies and processes Nexus have in place.