Contact us

Our Customer Service teams are on hand via a range of communication channels where you can ask questions, claim compensation, make suggestions or provide us with feedback on any aspect of your journey.

We aim to respond to all correspondence sent to us within 5 days of receipt and to answer all calls within 30 seconds although at busy times this may not be possible.

We have recently introduced a new internal system to better serve our customers and while it is implemented it is taking longer to respond to your correspondence than usual. We have recruited additional staff to help during this transitional phase and are grateful for your patience. Should your enquiry be regarding our timetable, please check here, or alternatively follow us on Twitter for the latest updates.  

We try to provide the very highest quality response to problems you raise with us. However, if you are not satisfied with our reply, you can contact Transport Focus and London TravelWatch.

Contact details

Department Telephone number
Web Sales Support Email us or call 0345 7000 125 (7am – 10pm every day )
Customer services Email us or call 0345 7000 125 (7am – 10pm every day)
Lost property 0345 7000 125 (7am - 10pm every day)
Telesales 0345 7000 125 (7am – 10pm Monday - Friday; 8am – 7pm Saturday & Sunday; for bookings, group bookings, season ticket renewals and reservations)
Textphone 18001 0800 197 1329
Assisted Travel 0800 197 1329
Welsh speaking enquiries 0345 60 40 500 (provided by National Rail Enquiries)
Transport Focus 0300 123 2350

Our postal address

First Great Western 
Customer Relations

About you