C2C is a train operating company that provides train services to Essex and London as part of the national rail network. C2C train lines follow routes along the River Thames from the city of London toward the coastline, to Southend-on-Sea rail stations. C2C operate services from Fenchurch street station to Shoeburyness in Essex, with late night services running from Liverpool street and Stratford rail station.
Get in touch with our Customer Relations team if you'd like to make a complaint about any aspect of our service, if you have a question or query, or any other comments or feedback. There are a number of ways to get in touch with Customer Relations including:
Comments and Complaints Form - either fill in the online form at the bottom of this page, or pick up a paper copy from any one of our stations
Email - firstname.lastname@example.org
Telephone - 0345 744 4422 (option 6). Lines are open 0800 - 2000 Monday to Friday and 0900 - 1600 on weekends and bank holidays
Post - FREEPOST ADM3968, Southend, SS1 1ZS
C2C aims to respond to 95% of correspondence received by email, post or through the irComments and Complaints Form within five working days and aims to respond to 100% within 10 working days. In some cases, however, they may need a bit more time to investigate and respond, but if this is the case they will contact you to let you know.
C2C understands that some people find it more difficult to contact them than others and so they are flexible in how they communicate. There are a number of ways that you can contact them (including email, telephone, letter, textphone, etc.) and they will respond in an appropriate format. They're also happy for carers, support workers or guardians to contact them on your behalf (as long as you have given permission).
If you'd like further information on how they will deal with your complaint you can download a copy of their Complaints Handling Procedure here.
If you have been delayed on your journey with C2C by more than 30 minutes you can claim compensation through their Delay Repay scheme. The amount you receive will depend on the type of ticket you have and the length of time that you were delayed.