Frequently Asked Questions?

Most frequently asked questions

  • How long does a Disabled Persons Railcard application normally take to process?
    A: We endeavour to get your Railcard to you as quickly as possible. As a guide we recommend that you allow 5 working days for an online application and 10 working days for a postal application.

    If after this time you have still not received your Railcard, please contact the Disabled Persons Railcard office and we will be happy to help. We may need to send you a free replacement Railcard provided you contact us within 30 days of the date you purchased your Railcard.

    An administration fee  - £5 for a one-year Railcard and £10 for a three-year Railcard - may apply for a replacement Railcard application made more than 30 days after the date of purchase.

    You will not be able to travel on discounted tickets until you have your Railcard.

  • Can I buy a Railcard at a National Rail station?
    A: No, you can't apply or buy a Disabled Persons Railcard at a National Rail station.

    As well as being able to apply online, you can download a Disabled Persons Railcard application form or collect an application form from any National Rail station. You will then need to complete and return this application, along with the required proof of disability and payment to:

    Disabled Persons Railcard
    PO Box 6613
    DD11 9AN

  • Can I claim back for any travel made while the application is being processed?
    A: You must be in possession of a Railcard when you purchase your tickets to be eligible for the Railcard discount, so applicants cannot claim back discount on any travel made whilst their application or renewal is being processed.

  • I am an Annual Gold Card holder and would like to buy a Disabled Persons Railcard for myself or someone else for £10. What is the process?
    A: If you have a valid Annual Gold Card, you can apply for a one year Disabled Persons Railcard for £10 either online or by post.

    To apply online, you will first need to email a copy (scan or photo) of the front and reverse of your Annual Gold Card to so that we can validate your eligibility for a £10 Railcard. Once confirmed, we will email you a unique promotional code to obtain your £10 Railcard. You can then apply for a Disabled Persons Railcard online either for yourself or on behalf of someone else, using the promotional code to obtain the discount and providing the relevant evidence of eligibility.

    To apply by post, you will need to complete the Disabled Persons Railcard application form and return this with a photocopy of the front and reverse of your Annual Gold Card, a photocopy of evidence of eligibility and £10 payment to:

    Disabled Persons Railcard

    PO Box 6613


    DD11 9AN

    Annual Gold Card holders can buy one national or Network Railcard for £10 for themselves or someone else during the validity of their Annual Gold Card. The Railcard will be valid for one year regardless of when the Annual Gold Card was issued.

    More information on Annual Gold Cards 

  • How do I make a complaint?

    In the first instance please contact Railcard Customer Services who will endeavour to resolve any issues that you have. 

    We're open from 0700hrs to 2200hrs everyday of the year except for Christmas day.  You can:

    Email us:

    Call us on:       0345 3000 250

    Write to:           National Railcards
                              PO BOX 6616
                              DD11 9AR    

     If you are not satisfied with the resolution we give you are entitled to contact:

Can't find an answer? Get in touch

If you need to get in touch we’re open from 0700hrs to 2200hrs every day of the year except for Christmas day. 

Email us at
Call us on

0345 605 0525 

Calls cost no more than calls to geographic numbers (01 or 02) and may be recorded for training and monitoring purposes.


0345 601 0132

(For customers with hearing impairments)

Send a letter to

Disabled Persons Railcard Office
PO Box 6613
DD11 9AN


Train Companies

If you have any questions concerning  journey planning or rail fares, go to

If you have any comments about a specific rail journey please contact the train company that provides the service. You can find their contact details on


Transport Focus

If, after contacting us, you remain unhappy with any aspect of our service you may want to contact the independent transport watchdog, Transport Focus. Contact details are shown below:


Phone: 0300 123 0860

Transport Focus
PO Box 5594
Southend on Sea