Making a complaint

If you are unhappy with any aspect of our service, there are several ways you can tell us.

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.

Help for older and disabled customers 

If you need some help, our Assisted Travel team are there for you. They’ll do their best to resolve any issue themselves and, if not, will pass it on. 

  • call them free on 0800 197 1329
  • dial Textphone free on 18001 0800 197 1329
  • email [email protected]

Responding to complaints

We aim to respond to all complaints sent to us within 5 days of receiving it. Sometimes it can take longer, if we have to investigate what happened for example. If that’s the case, we’ll always try to let you know.

Not happy with our reply

If you aren’t happy, Transport Focus and London TravelWatch are independent watchdogs set up to help transport users.

London TravelWatch

For routes and stations between Slough and London Paddington.

169 Union Street
London
SE1 0LL

Tel: 0203 176 2999
Monday to Friday – 09:30 to 17:00
Email: [email protected]
Website: www.londontravelwatch.org.uk

Transport Focus

For routes or stations other than between Slough and London Paddington.

RTEH-XAGE-BYKZ
PO Box 5594
Southend on Sea
SS1 9PZ

Phone: 0300 123 2350
Textphone: 08458 501354
Monday to Friday – 08:00 to 20:00
Saturday and Sunday – 08:00 to 16:00

Email: [email protected]
Website: www.transportfocus.org.uk

Online Dispute Resolution

The European Commission’s Online Dispute Resolution (ODR) service offers an alternative for EU residents still unhappy with how their complaint has been dealt with.

However, as we already work with London TravelWatch and Transport Focus; and aren’t obliged to use the ODR service, we only suggest this if you live outside the UK.

If you decide to use the EU’s ODR, you’ll need the following details;

Great Western Railway
Milford House
1 Milford Street
Swindon SN1 1HL

Email: [email protected]
Web: www.GWR.com

Resolution body: The Consumer Ombudsman

You may also like to...

Refunds

In some circumstances, you may be able to get a refund on your ticket or season ticket.