Service Level Agreement

We aim to ensure that if you contact us, we will respond promptly and helpfully. When you write to us, your letter will be acknowledged within five working days and a definitive response will be provided within 10 working days.

If you contact us by telephone, we aim to respond within three working days if the issue cannot be resolved by telephone.

If you send us your travel documents (for example, your tickets or receipts) it will help us to deal with your comments or complaint more quickly.

If you contact us with a comment, you will be given a contact name if you need to follow up your comment.

If your complaint relates to another train operating company, we will pass your correspondence on to them and tell you when we have done so.

We are always pleased to hear the views of our customers and will take account of them when planning our services and we keep a record of all suggestions, comments and complaints.

You can contact us:

In person
All our trains have a conductor on board who will be happy to assist you with any queries you may have concerning your journey.

By Post
St. Mary's House, 47 Penarth Road, Cardiff CF10 5DJ

Electronically
Fill in the online form. Or e-mail us at Customer Services.

By Telephone
0845 6061 660

Open from 0800 – 2000 Monday to Saturday, and 1100 – 2000 Sundays