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 6.54 working days.
Not happy with our reply
If you aren’t happy, Transport Focus and London TravelWatch are independent watchdogs set up to help transport users.
For routes and stations between Slough and London Paddington.