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How are we doing?
At Grand Central, we want to be honest with our customers about how we’re performing. So this could be things like reasons for delays, our customer satisfaction results, and the number of complaints we receive. We’ve summarised this performance information into seven categories that affect your…
About Grand Central
Thanks for visiting us to find out more! If you're reading this page, you will have heard our radio advert and are interested in finding out more about Britain's Favourite Train Company. About the National Rail Passenger SurveyTwice a year, Transport Focus, the UK's primary passenger…
Customer Information Pledges
Introducing the customer information pledgesWhen you choose to travel by train, it’s more than a journey. That’s why, if things don’t go to plan, you need the best information as quickly as possible. We know from speaking to our customers that when things go wrong, we don’t always get it right –…
Environmental policy statement
Based on the fundamental capabilities of rail, our passengers and society in general look to Grand Central and other operators to provide them with an environmentally sensitive solution to their travel needs. We make this a core part of our service proposition and we will work hard to maximise the…
Social responsibility at Grand Central
At Grand Central, our work is informed by a strong sense of social responsibility – to our customers, our employees, suppliers and stakeholders. We work hard to engage with all sections of the community at each location we serve. How we support our communities is a fundamental issue which underpins…