SNCF Voyageurs Ombudsman: how to use it?

Verified 07 March 2024 - Directorate for Legal and Administrative Information (Prime Minister)

You must first contact the carrier's Customer Relations Department (SNCF Voyageurs, Eurostar or Chemins de fer de la Corse) for a commercial dispute, or the Collection Center for a dispute related to a ticket. If the dispute is not settled, you can contact the mediator of SNCF Voyageurs to find an amicable solution. We are taking stock of the regulations.

The mediator of the SNCF Voyageurs has the mission to propose an amicable solution if you have unresolved dispute with the SNCF Voyageurs, Eurostar, or the Chemins de fer de la Corse.

This dispute must be of a nature commercial or counter-claim to the first 4 class rail transport police.

Examples of commercial disputes include:

  • Insufficient time between arrival of a TER and embarkation in an OUIGO
  • Reimbursement of costs arising from the abolition of a TER
  • TGV removal, no alternative

For example, in the case of infringement disputes, the following situations may arise:

  • Obstacle report for closing the doors of the train
  • Minutes for forgetting a subscription card
  • Report for abandoned baggage

Yourself (the customer) or a third person of your choice to which you must give a mandate.

Please note

The mandate must be downloaded from the website of the SNCF Voyageurs Ombudsman.

To enter the Ombudsman, you must have previously made a written complaint:

  • to Carrier Customer Relationship Service where your dispute is of a commercial nature
  • or at Collection Center when your dispute concerns a contravention. The contact details are on your ticket but you can also contact the Collection Center online:

Seize the Collections Center of the SNCF Voyageurs

Unanswered or negative response within 1 month Customer Relations Department or Collections Center for SNCF Voyageurs (3 months for the Eurostar or the Corsican Railways), you can contact the mediator of the SNCF Voyageurs.

Your written complaint shall not not more than 1 year old.

Warning  

You must not not have already appealed to the courts French or foreigners to settle your dispute.

You can go to the mediator online or by post.

Online

The documents to be attached are not exactly the same depending on whether your dispute is commercial or contravention-related.

Commercial litigation

Your referral can be made directly online:

Contact the SNCF Voyageurs Ombudsman online

You must describe precisely the subject of your dispute.

You must attach (scan) to your referral subsequent documents :

  • Copy of the ticket/subscription card, discount (in case of a digital ticket, provide the email confirmation of your order) or copy of your lump sum compensation if your dispute concerns a regularization
  • Copy sent to the carrier's Customer Relations Department
  • Any other supporting documents (e.g. discount card)
  • Digital copy of the mandate, if you use a third party to contact the mediator for you. This third party must provide a copy of your ID (for example, CNI)

Contravention

Your referral can be made directly online:

Contact the SNCF Voyageurs Ombudsman online

You must describe precisely the subject of your dispute.

You must attach (scan) to your referral the following documents:

  • Copy of minutes less than 3 months old
  • Proof of your referral to the Collection Center
  • Digital copy of the mandate, if you use a third party to contact the mediator for you. This third party must provide a copy of your ID (for example, CNI)
By mail

The documents to be attached are not exactly the same depending on whether your dispute is commercial or contravention-related.

Commercial litigation

You must describe precisely in your mail the subject of your dispute.

You must attach to your email the subsequent documents :

  • Copy of the ticket/subscription card, discount (in case of a digital ticket, provide the email confirmation of your order) or copy of your lump sum compensation if your dispute concerns a regularization
  • Copy sent to carrier Customer Relations Department
  • Any other supporting documents (e.g. discount card)
  • Digital copy of the mandate, if you use a third party to contact the mediator for you. This third party must provide a copy of your ID (for example, CNI)

Your letter must be sent to the mediator of SNCF Voyageurs.

Who shall I contact

  • SNCF Voyageurs Ombudsman

    By mail

    SNCF Voyageurs Ombudsman

    ASD 37,701

    59973 TOURCOING CEDEX

    By E-mail

    Access to contact form

Contravention

You must clearly describe in your mail the subject of your dispute.

You can use a template letter to write your mail:

To bring an action against a contravention before the SNCF mediator

You must attach to your email the next documentss:

  • Copy of minutes less than 3 months old
  • Proof of your referral to the Collection Center
  • Digital copy of the mandate, if you use a third party to contact the mediator for you. This third party must provide a copy of your ID (for example, CNI)

Your letter must be sent to the mediator of SNCF Voyageurs.

Who shall I contact

  • SNCF Voyageurs Ombudsman

    By mail

    SNCF Voyageurs Ombudsman

    ASD 37,701

    59973 TOURCOING CEDEX

    By E-mail

    Access to contact form

The referral to the mediator of SNCF Voyageurs is free and confidential.

The treatment of your application differs depending on whether your dispute is commercial or a contravention.

Répondez aux questions successives et les réponses s’afficheront automatiquement

Commercial litigation

The mediator of SNCF Voyageurs examines the case and proposes a solution in a three-month period. In the event of a complex dispute, the mediator of SNCF Voyageurs informs you of the extension of the investigation period.

The Ombudsman's Opinion SNCF Voyageurs the proposal value.

You and the rail carrier are free to follow or not follow the advice of the mediator of SNCF Voyageurs.

You and the rail carrier have a delay of 14 days from the date indicated on the notice to pronounce you.

If you or the rail carrier refuse the notice, it is not enforced.

After this period, the opinion shall be deemed to have been accepted.

FYI  

the opinion of the SNCF Voyageurs Ombudsman is definitive. However, you have the opportunity to make a appeal to the court but the opinion of the mediator of the SNCF Voyageurs and the parts provided will have no value.

Contravention

The mediator of SNCF Voyageurs examines the case and proposes a solution in a three-month period. In the event of a complex dispute, the mediator of SNCF Voyageurs informs you of the extension of the investigation period.

The opinion of the SNCF Voyageurs a mediator proposal value.

If the amount of the ticket accepted by you and the railway carrier is reduced, the process goes on and you must settle your ticket.

If you refuse to follow the advice of the mediator of SNCF Voyageurs and do not pay the ticket, it is transmitted to the officer of the public prosecutor's office and is then increased (increased).

FYI  

the opinion of the SNCF Voyageurs Ombudsman is definitive. However, you have the opportunity to make a appeal to the court but the opinion of the mediator of the SNCF Voyageurs and the parts provided will have no value.

Who can help me?

Find who can answer your questions in your region

  • SNCF Voyageurs Ombudsman

    By mail

    SNCF Voyageurs Ombudsman

    ASD 37,701

    59973 TOURCOING CEDEX

    By E-mail

    Access to contact form