Passenger's Charter

Our charter tells you what you can expect from all of us at GWR, on our trains and at our stations. It sets out the minimum level of service we’re committed to.

If you’d like to read it:

• download our Passenger's Charter as a PDF (PDF, 111 KB)
• download our Passenger's Charter in large print (PDF, 130 KB)
• request a copy using our online form
• pick one up at your nearest station

We work with Transport Focus and London TravelWatch to review the charter each year.

If you’d like to help us improve it, let us know.

• Complaints Handling Procedure (PDF, 315 KB)
• Complaints Handling Procedure – Large Print (PDF, 327 KB)
• Passenger Assist documents like our assisted travel policy and accessible rail leaflet