Contact a representative of the rail company as soon as you find out that your train has been cancelled or that the service is delayed.
1) If the matter is not resolved, you can file a written complaint with the rail company. Most European rail companies are not able to process complaints written in Finnish or Swedish, so you should write to them in English.
2) Accompany your complaint with copies of your tickets and any receipts for food and other expenses that you may have incurred. Never send the originals.
3) Always keep a copy of your complaint. If you use an online complaint form, also save a copy for yourself.
4) Rail companies have an obligation to acknowledge all complaints within one month of receipt. A final response to all complaints must be given within three months of receipt.
5) If the rail company does not respond to your complaint or if you are dissatisfied with the answer, you can contact the European Consumer Centre. With regard to Finnish rail companies, help and advice is available from consumer advisory services.