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Gatwick Express

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Contacting us

Your questions about contacting Gatwick Express answered here…

How can I find out more about my rights under the General Data Protection Regulation (GDPR)?

You can find out more about the GDPR on the Information Commissioner's Office website at www.ico.org.uk.

How can I make a comment, complaint or suggestion?

We always welcome your comments and suggestions about our services. We will also try to resolve any complaints you may have.

Call our Customer Services team on 0345 026 4700 from 07:00 to 22:00 (except Christmas Day)

Complete our online enquiry form

Write to us at:

Govia Thameslink Railway
PO Box 10240
Ashby-De-La-Zouch
LE65 9EB

We aim to answer all letters, emails and web forms within five working days of receiving them. We will investigate all elements of your complaint, so sometimes it may take us longer if we need to make enquiries. In this case we will send you an acknowledgement within five working days and a full reply within 10 working days, or in very complicated cases, 20 working days.

Find out more about our complaints handling procedure

How do I know my complaint will be treated fairly?

To ensure that our response is fair and without bias, we will investigate all complaints thoroughly. We will reply with a full explanation and, where appropriate, an apology. If you raise more than one issue in your complaint, we will deal with each issue in this way.

How do I request information that you have about me?

Under the terms of GDPR, you can ask for access to information we hold about you. This is called a Subject Access Request, or SAR.

If you would like to make a SAR please complete the subject access request form. This guides you through the information and identification we need to process your request.

If you don’t want to complete the form, you can still write to us or email with:

A clear written request, detailing the information you require.

2 forms of identification to enable us to verify your name (e.g. Copy of Driving License or Passport ID and address (e.g. a utility bill or similar) dated within the last 3 months.

Your request will be placed on hold until we have received the proof of name and address identification and the fee.

Please send all requests to:

Paul Staiano
Data Protection Officer Internal Audit and Compliance
1st Floor Monument Place
24 Monument Street
London
EC3R 8AJ

privacy@gtrailway.com

We process applications promptly and will respond within 40 calendar days from the date that we receive the request, your proof of identity and the fee.

How do you keep track of my complaint?

We log every complaint received at our Customer Services Centre on a database with a unique reference number. This enables us to track the status of your complaint and to monitor that we have responded within the timescales above.

I don't feel my complaint has been resolved. Who can I contact?

If you’re unhappy with our response please give us the opportunity to try to resolve your complaint. If you’re unhappy with the response you receive, you have the right to appeal to the Rail Ombudsman. The Rail Ombudsman is there to help resolve on going complaints between us and our passengers. It’s free to use their services and they are independent of the rail industry. They don’t take sides, but just look at the evidence available. They will help us both to try to reach an agreement, but if this doesn’t happen, they will make a decision based on the evidence they’ve received. If you agree with their decision, then we have to act on what they say.

You can appeal to the Rail Ombudsman if:

  • you’re unhappy with our final response to your complaint which will be contained in a letter or email (sometimes called a ‘deadlock letter’); or
  • we haven’t resolved your complaint within 40 working days of receiving it; and
  • no more than 12 months have passed since we sent you our final response

There are some complaints that the Rail Ombudsman won’t be able to look into, for example if it’s about the way one of our services has been designed, industry policy, or if your complaint relates to an event which took place before the Rail Ombudsman service was established. If that’s the case, then they’ll contact you to let you know. If possible, they will transfer your complaint to another organisation that may be able to help you further, such as Transport Focus or London TravelWatch – the independent consumer watchdogs for the rail industry. They will independently review your complaint and where appropriate, follow things up on your behalf.

The Rail Ombudsman contact details and hours of operation of their contact centre:

Website: (including online chat): www.railombudsman.org
Telephone: 0330 094 0362
Textphone: 0330 094 0363
Email: info@railombudsman.org
Twitter: @RailOmbudsman

Post: FREEPOST – RAIL OMBUDSMAN

The Contact Centre team are available:
Monday to Friday 08:00 - 20:00
Saturday and Bank Holidays 08:00 - 13:00
(excluding Christmas Day)

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