East Midlands Railway train delayed or cancelled?

East Midlands Railway pays Delay Repay from 15 minutes late: 25% of a single or 12.5% of a return for 15 to 29 minutes; 50% of a single or 25% of a return for 30 to 59 minutes; 100% of a single or 50% of a return for 60 to 119 minutes; and 100% of a single or 100% of a return for 2 hours or more. Claim within 28 days.

If your train is cancelled, delayed or rescheduled and you decide not to travel, you can have a full refund with no fee. Ask within 28 days of the date you meant to travel. You cannot also claim delay compensation (conditions 30 and 33.5).

Every train company must pay compensation if you arrive 60 minutes or more late, whatever caused the delay: at least 50% of a single ticket, or 50% of the half of a return ticket for the delayed journey (National Rail Conditions of Travel, condition 33.3).

Claim within 28 days of the journey, unless the train company allows longer. Once a claim is agreed, it must be paid within 14 days (conditions 33.1 and 33.2).

Delays are measured against the timetable in place on the day you travel, including a replacement timetable published in advance for planned engineering work (condition 32.1).

Every train company must offer at least one way to be paid in money, such as a bank transfer or a refund to your card. If the train company caused the delay, you can ask to be paid the way you paid for the ticket (condition 34.1).

You keep your rights under the Consumer Rights Act 2015, which says a service must be carried out with reasonable care and skill. Claims under the rail scheme pay up to the ticket price, and you cannot be paid twice for the same loss (conditions 32.1.2 and 32.2).

Complain to the train company first. It must answer nearly all complaints in full within 20 working days, and keep you updated every 10 working days if it needs longer.

If the train company has not sorted out your complaint within 40 working days, or sends a final response you are unhappy with, you can go to the Rail Ombudsman within 12 months of that final response. It does not handle claims for more than £2,500. Phone 0330 094 0362 or use railombudsman.org.