Complaints handling procedure

We know it is very important that you are able to make complaints easily and that we respond politely, with a promise of redress or action when appropriate. Where we have got it wrong, we will accept responsibility and say that we are sorry.

We have designed our complaints handling procedure (CHP) to ensure that we investigate your complaints fully, and give them fair and careful consideration.

You can download the full procedure document in pdf format which sets out how we deal with your complaints and our responsibilities.

Govia Thameslink Railway complaint handling procedure