We train our staff to handle complaints fairly and efficiently, and we provide them with several tools to help them solve problems on the spot if they can. If you see something wrong, let a member of staff know as soon as possible and they’ll try to help there and then.
If they can’t help, or if you want your complaint formally recorded, they’ll provide the contact details for our Customer Support team or pass on your complaint themselves if they’re able to.
Our Customer Support team are ready to help and can be contacted by completing our online contact form.
Our stations and trains also carry copies of our ‘tell us your views’ forms. Just ask a member of staff and they’ll give you a copy. Completed forms can be sent to ‘Freepost GWR CUSTOMER SUPPORT’ free of charge.
The team are also available on WhatsApp on 07980 608043 (07:00-23:00) or by calling 03457 000 125 (08:00-20:00).
We can't talk about staff complaints on Facebook or Twitter. So, if a complaint is about a member of staff we will need to remove it and pass it on to our Customer Support team.
What to include with your complaint
The more information you can give us, the quicker we will be able to reply to you. Where possible, we need to know:
the time and date of your journeys
the stations you travelled to and from
the names of any staff involved
copies of your tickets and any other documents that might help
Helping you make a complaint
You can ask a friend, family member, guardian, support worker or carer to make a complaint on your behalf. We'll just need your permission to deal with them. This does not apply if you are the parent or guardian of a child aged 16 or under.
Responding to complaints
We aim to respond to all complaints within 5 days of receiving it. Sometimes it can take longer, if we have to investigate what happened for example. For the last 4 week period our average response time for complaints was 7.24working days.
Complaints Handling Policy
You can download our two Complaints Handling Procedure documents by clicking on the links below..
If you need some help, our Passenger Assist team are there for you. They’ll do their best to resolve any issue themselves and, if not, will pass it on.
Please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve ongoing disputes between us and passengers. It’s free to use their services and they are independent of the rail industry. They don’t take sides but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.
You can appeal to the Rail Ombudsman if:
you’re unhappy with our final response to your complaint, which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
we haven’t resolved your complaint within 40 working days of receiving it; and
no more than 12 months have passed since we sent you our final response.
There are some complaints that the Rail Ombudsman won’t be able to look into, for example, if it’s about the way one of our services has been designed or industry policy. If that’s the case, then they’ll contact you to let you know.
If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus and London TravelWatch – the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.