Safeguarding and wellbeing

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

This page explains how to get help now and how to report a concern, whether something is happening right now or you want to raise a concern after your journey.

Need help now?

See it. Say it. Sorted.

If you see something suspicious, or are a victim or witness of a crime on board a train or at a railway station, you can contact the British Transport Police on 0800 40 50 40 or text 61016.

In an emergency, always call 999.

If you are on a train or at a station, you can also:

• Speak to any member of staff
• Use a station help point

For non-emergency incidents on the railway, contact the British Transport Police:

• Text: 61016
• Phone: 0800 40 50 40

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.

Our staff are trained to confidently and compassionately manage a range of safeguarding situations, and we work closely with partner organisations, including The Railway Children Charity, Samaritans and British Transport Police to achieve this.

Safeguarding is about protecting children, young people, and adults at risk from abuse, neglect, exploitation, and harm while using our stations, trains, and services.

This can include situations such as:

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

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

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.

How to raise a concern

During your journey

If something is happening on our trains or at our stations:

• Speak to any member of staff
• Use a station help point
• Contact British Transport Police by text (61016) or phone (0800 40 50 40)

You can report a concern even if you’re unsure or only have limited information.

After your journey or for non-urgent concerns

If you want to report a safeguarding or wellbeing concern after travelling, you can contact the British Transport Police on 0800 40 50 40 or text 61016.

If you have it, helpful information includes:

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

We treat information sensitively and share it only when necessary, in-line with safeguarding guidance and data protection requirements.

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.

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.

Support and wellbeing resources

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

• British Transport Police: Non-emergency railway incidents
• Samaritans: 24/7 emotional support
• NSPCC: Charity protecting children from abuse
• Mind: Mental health information and advice
• Hub of Hope: Find local support services
• Refuge: Support for people experience domestic abuse
• White Ribbon: Promoting safety and respect
• Railway Children: Supporting vulnerable children on transport networks across the UK, India and Tanzania
• Womensaid: Working to end domestic abuse.
• Nextmeal: 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.