Who can contact the Mediator?

Have you sent your complaint to the Défenseur des droits, the European Ombudsman or a Mediator appointed by a European rail company? Don’t worry, it will be forwarded to the SNCF Voyageurs Mediator.

How to submit your case

You can contact the Mediator online or by post, following the instructions below. Requests sent by email are not accepted and cannot be referred to the Mediator.

By post

Online

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Which documents should you include with your case?

Prepare your case file and include the following documents, as applicable:

Documents required in all cases

• If you are representing another person, a copy of the power of attorney and a copy of their identity document.
• Any documents that may help explain your request (correspondence, supporting documents, screenshots, etc.).

If you are disputing a penalty notice

• A copy of the penalty notice, dated within the last three months;
• Proof that you first contacted the Recovery Centre;
• If you disputed the notice by post, include a copy of the letter sent to the Recovery Centre.
• If you disputed it by phone, include a document stating the date of your call and summarising your conversation with the Recovery Centre.

Please note: your request must concern only one penalty notice. If you are disputing several notices, you must submit a separate request for each one.

If you are disputing a commercial matter

• A copy of your ticket, season ticket or discount card;
• For an e-ticket, the order confirmation email;
• A copy of your flat-rate penalty if your dispute concerns a fare adjustment;
• A copy of your complaint to the carrier’s customer service department, together with proof of sending;
• The carrier’s response, if you received one.

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