Delay Repay claim rejected? How to appeal

Delay Repay claim rejected: what to do

Updated 12 October 2026Checked against each train company's terms

Short answer

Read the reason first. Many refusals can be fixed: the wrong train or times, proof the company doesn't accept, or a claim sent to the wrong company. Reply with the right details and your evidence; if it still says no, you can go to the Rail Ombudsman. Railhop's claims use the train's real times, so they match.

Which train company?See what it pays, and claim with Railhop: it fills in the company's form for you.

On this page

Common reasons
How to appeal
The Rail Ombudsman
Getting it right first time
Questions
Sources

Common reasons a claim is rejected

Not late enough. The delay is measured at your destination against the timetable on the day: 15 minutes at most companies, 30 at some.
Too late to claim. Claims must arrive within 28 days of the journey.
Proof not accepted. Southeastern wants a photo of the ticket you used, not a receipt; East Midlands Railway, West Midlands Railway and London Northwestern Railway want a paper ticket defaced before you photograph it.
A revised timetable was in place. Planned engineering work or an emergency timetable published in advance changes the times your delay is measured against.
You knew before you bought. CrossCountry, Lumo, Hull Trains, Greater Anglia and ScotRail don't normally pay if you were told about the disruption before buying your ticket.
You took an earlier train. If your train is cancelled and you take an earlier train that isn't disrupted, LNER doesn't pay; Transport for Wales looks at earlier trains case by case.
The wrong company. Claim from the company that caused the first delay. Many forward a claim sent to them by mistake.

How to appeal

Read the reason in the train company's email or on its Delay Repay site.
Check it against the rules in the company's guide: the threshold, the timetable on the day and the proof it accepts.
Reply with the right details and evidence: the train, the times and your ticket. South Western Railway asks you to tell it the route and times you actually travelled.
Escalate if you're still unhappy. Once the train company has replied, you can take the complaint to the Rail Ombudsman.

The Rail Ombudsman

The Rail Ombudsman deals with complaints about train companies that haven't been sorted out with the company itself. The National Rail Conditions of Travel name it as the next step (www.railombudsman.org, 0330 094 0362).

Getting it right first time

Most refusals come from details that don't match the train company's records. Railhop looks up when your train really arrived from National Rail's data, so the times on your claim match, and fills in the form with the journey and ticket you give it.

Questions

Can I appeal a rejected Delay Repay claim?

Yes. Reply to the train company with the right details and your evidence. If you're still unhappy after it has replied, you can take the complaint to the Rail Ombudsman.

Why was my Delay Repay claim declined?

Common reasons are a delay under the threshold, a claim after 28 days, proof the company doesn't accept, a revised timetable published in advance, or a claim sent to the wrong company.

Do I have to prove the delay was the train company's fault?

No. The National Rail Conditions of Travel say all you need to explain is that there was a delay.

Sources

Train company terms checked 6 October 2026. Terms change: if something here doesn't match the train company's own page, the company's page is right. Tell us and we'll fix it. Railhop fills in the train company's own claim form, and you check it and submit it yourself. Railhop is not affiliated with any train company, TfL or National Rail.