Safeguarding

We are committed to keeping our customers and colleagues safe, including protecting children, young people, and adults at risk from harm. 

What to do if you need help

In an emergency

Call 999 immediately in emergency situations like these:

• There is an immediate danger to life
• Someone is using violence or is threatening to be violent
• Crime is happening right now
• The suspect is still at the scene

If it's not an emergency

If you’ve witnessed or been the victim of crime that isn't an emergency, please report it to the British Transport Police (BTP) on 0800 40 50 40 or text 61016^*.

^{*The 61016 number is now free to use on EE, Vodafone, O2, Three UK and a number of smaller networks. Some mobile service providers may still charge to text 61016. It will depend on individual networks, but if you are out of credit or have blocked premium rate numbers, you may not be able to text 61016.}

When to use this service

Text 61016 (or call 0800 40 50 40) when you want to contact BTP about an issue that doesn't require an emergency response.

For example, you can text or call when:

• You want to tell BTP about an incident that has already happened
• You want to tell BTP about issues affecting your rail journey or your local station
• You have a general police enquiry
• You can also text 61016 if you need to report something discreetly without alerting a perpetrator

If you have it, helpful information includes:

• Date and time
• Station or train service
• What you saw or were concerned about 

You should contact us or the police if you see or experience:

• Someone who appears distressed, frightened, or unsafe
• Harassment, intimidation, or unwanted sexual behaviour
• Concerns about a child’s safety or wellbeing
• Hate crime or hate-related incidents
• Signs of abuse, coercion, or controlling behaviour
• Possible modern slavery or human trafficking

If in doubt, report it. You do not need to be certain, and all reports will be taken seriously.

Safeguarding on the railway

Safeguarding is everyone’s responsibility, and we are committed to protecting vulnerable children and adults on the rail network.

Someone would be considered vulnerable if they are unable to take care of or protect themselves or someone else for any reason.

This could include:

• A child or adult who appears lost, abandoned, or unsafe
• Someone being followed, threatened, or harassed
• Visible signs of domestic abuse or controlling behaviour or someone who seems frightened or unable to speak freely
• Someone in distress or crisis

Railways are busy public places. Safeguarding relies on people speaking up and reporting things if something doesn’t feel right.

White Ribbon and Rail to Refuge Scheme

We are a White Ribbon accredited organisation, committed to ending violence against women and girls.

GWR, along with train operators across the UK, supports the Rail to Refuge Scheme, which is a joint initiative between Women’s Aid and the rail industry providing free travel for survivors of abuse.

Anyone who needs to access the scheme can reach out for support from a domestic abuse service that is a member of the Women’s Aid Federation of England, Imkaan, Scottish Women’s Aid, Welsh Women’s Aid, or the Respect Men’s Advice Line.

Safeguarding links and resources

If you or someone else needs support, the following organisations can help:

• British Transport Police: Non-emergency railway incidents
• Crimestoppers: Report information about crime anonymously
• Samaritans: 24/7 emotional support
• Mind: Mental health information and advice
• Hub of Hope: Find local support services
• Refuge: Support for people experiencing domestic abuse
• White Ribbon: Promoting safety and respect
• Railway Children: Supporting vulnerable children on the rail network across the UK
• Next Meal: Assisting homeless individuals and those in difficult situations by providing a safe place for food, compassion, and practical support, the first step to getting off the street.

If someone is in immediate danger, always call 999.

Our responsibilities and standards

Our staff receive safeguarding awareness training and know how to respond to concerns raised by customers or colleagues.

We will:

• Take all reports seriously
• Escalate concerns appropriately to the British Transport Police or local authorities
• Work with safeguarding partners to protect people at risk

We follow national safeguarding guidance and work closely with the police and other agencies to support the safety and wellbeing of everyone who uses our services.

Safeguarding on Rail Scheme (SRS)

We are proud to hold full SRS accreditation under the British Transport Police & Department for Transport Safeguarding on Rail Scheme, making us the first Train Operating Company in the UK to achieve this.