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My Delay Repay Claim Was Rejected — What Can I Do?

Published 15 September 2026 • Delayo. Guides

A rejected Delay Repay claim is frustrating, but it isn't necessarily the final answer. Here's what usually causes a rejection, and the free, independent process available if you think the decision was wrong.

Common reasons claims get rejected

• The disruption doesn't count under the scheme. If a revised timetable was published in advance (typically for planned engineering works) and your train ran to that published schedule, it's usually not treated as a qualifying delay, even if it felt like one.
• Missing or unclear proof of travel. A blurry ticket photo, or a ticket that doesn't clearly show the date, route and price, is one of the most common reasons an operator asks for more evidence or rejects a claim outright.
• The claim window had closed. Most operators only accept claims within 28 days of the date of travel (some allow longer) — check your operator's specific claim window.
• The delay was below the operator's own threshold. Not every operator runs "Delay Repay 15" — some only compensate for delays of 30 minutes or more.
• The journey details don't match the operator's own records of what happened that day — this is most often a simple mismatch in the reported arrival time, which is worth double-checking and, if wrong, disputing with evidence.

What to do first

Re-read the rejection notice carefully — it should state the specific reason. If you believe it's factually wrong (for example, the delay genuinely wasn't linked to pre-announced engineering works), reply in writing to the train operator's customer relations team, referencing your original claim reference and any evidence you have.

If the operator still won't resolve it: the Rail Ombudsman

If you're not satisfied with the operator's response — or they've gone quiet — you can escalate to the Rail Ombudsman, a free and independent service. You can go to them once either of these is true:

• 40 working days have passed since you first complained to the train operator, with no resolution, or
• the operator has already sent you a final response ("deadlock letter") that you disagree with.

You generally need to raise your case with the Ombudsman within 12 months of that final response. The service is completely free to use — there's no need for a solicitor. It first tries mediation between you and the operator; if that doesn't resolve things, it moves to a binding adjudication, and if you accept the Ombudsman's decision, the operator is required to comply with it.

You can reach the Rail Ombudsman at railombudsman.org or by phone on 0330 094 0362.

Before you get that far

Many rejections come down to something fixable — a missing detail, a delay just under the threshold you assumed, or a claim window you didn't realise had a different length for your specific operator. Our operator-by-operator guide lists the exact minimum delay and claim window for every UK Train Operating Company, so you can check your claim was even eligible in the first place before you start the review process.

Frequently Asked Questions

Does it cost anything to go to the Rail Ombudsman?

No, the Rail Ombudsman is a free, independent service for passengers.

How long do I have to wait before I can escalate a rejected claim?

You can escalate once 40 working days have passed since you first complained to the operator with no resolution, or immediately if you’ve already received a final ("deadlock") response you disagree with.

Is the Rail Ombudsman’s decision binding on the train operator?

Yes — if you accept the Ombudsman’s decision, the train operator is required to comply with it.