Print this page
Share this page

Ombudsman

Dissatisfied with our sales team’s response to a complaint? SNCF Mediation can give you an independent opinion.

SNCF ombudsman (in French)


Simple—and free

SNCF Mediation offers recourse to customers who are not satisfied with a response to their complaint.
A judge by training, SNCF ombudsman Bernard Cieutat is both independent and impartial. Working with his team, he responds to several thousand requests a year, “constantly striving to listen and reach a fair decision”.

“SNCF Mediation gives passengers a second opinion. There is no charge, and it’s a simple way to settle disputes between SNCF and its customers”, he explains.


Filing a request
for mediation

Perhaps your trip failed to live up to your expectations, or you feel you’ve been fined unfairly. You can file a request with SNCF’s ombudsman through his Internet site or by post. There’s only one requirement: you must first have received an official notice from our sales department.

Be sure to include copies of all documents showing the steps you’ve taken so far.

SNCF Ombudsman
45 rue de Londres
75008 Paris

You will receive a reply within 2 months (4 months for very complex cases).
All requests are treated as confidential.