We train our staff to handle complaints fairly and efficiently. And we provide them with a number of tools to help them solve your problem on the spot if they can.
If they can’t help, you can talk to a supervisor or manager. This way, we hope to resolve everything as quickly as possible.
If you want your complaint to be formally recorded, or it involves a GWR member of staff and needs investigation, we’ll either give you one of our ‘Tell us your views’ forms or pass you to our Customer Support team directly.
You can also get in touch with our Social Media team. Whenever possible, they will deal with your complaint themselves. If they can't help, they will pass your complaint on to our Customer Support team.
We can't talk about colleagues 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.
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.
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 1.61 working days.
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.