Our policies and procedures

We’re committed to meeting all our responsibilities as a rail operator – to our customers, the economy and our planet. Here’s where you’ll find the details of how we’re delivering on our promises.

Want to make a complaint?

Read our complaint handling procedure.

Complaint Handling Policy

Need extra assistance when you travel?

Read our Accessible travel policy.

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How are we doing our bit for the environment?

Read our environmental policy.

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How do we make sure we’re a responsible employer?

Read our statement on modern slavery.

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Baby on board?

Read our mums-to-be policy.

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How do I get information in Welsh?

Sut mae cael gafael ar wybodaeth yn Gymraeg?

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How do we protect the needs of our passengers?

Read our Passenger's Charter.

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How do we protect your personal data?

Read our privacy and cookie policy.

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Want to read the fine print?

Read our terms & conditions.

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How we keep you safe?

Find out more about how we keep our stations safe and m…

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Sut mae cael gafael ar wybodaeth yn Gymraeg?

Fel rhan o’n rhaglen o welliannau, rydym wedi cyflwyno Polisi Iaith Gymraeg.

Dysgu mwy >

Customer Report

Find out more about our customer report and what we’re doing for you, and how we plan to do it even better.

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Revenue protection

Read our Revenue Protection Policy.

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Read the NRPS Spring 2020 results.

View our NRPS results

Stakeholder Newsletters

Read the latest & archived editions of our stakeholder newsletters - ‘West Coast Matters’

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Pro Regulations

Rail Passenger Rights and Obligations Regulation

Find out more about PRO Regulations here