Find out more about our complaints standard and procedures

As part of our Passenger’s Charter commitment to you, our aim is to provide passengers with:


  • A safe clean and reliable train service
  • Clean and safe stations
  • Reliable, timely and easy-to-use information
  • Friendly, helpful and polite staff

Whilst we work hard to make sure our trains run on time and we provide you with excellent customer service, sometimes things go wrong. Your views are important to us, and we want to hear about when we did not meet your expectations, so we can work hard to improve our service for you. You can rely on us, and we take every customer complaint seriously, investigate fully and aim to get back to you within 10 working days. We can be very busy, so we apologise if this takes longer and up to the railway industry standard of 20 working days, but there is always somebody over the phone between 06:00 and 22:00 who can update you on the status of your complaint.

Our Complaint Handling Procedure, see download link at the bottom of the page, sets out full details of our commitment to our customers who choose to comment about our service, and is easily accessible for your use. When you make a complaint, it comes through to our dedicated in-house Customer Service Centre, where our well trained and professional staff follow your customer contact to resolution. We are constantly striving to improve our complaints handling in order to improve your customer experience. If you are not happy with our response, we offer signposts to our passenger watchdog of London Travelwatch and Transport Focus who will assist you further.

At South West Trains, we work hard to serve our customers and take pride in our work. If we get it wrong, please let us know so we can improve.

Complaints Handling Procedure 2016

Download the pdf

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