RST - Customer Charter

Updated – 4 February 2020

Customer Charter

This page contains the sections on:

Section 1: What we do and when we will do it

The Rail Staff Travel team will do their best to answer your enquiry. At certain times of the year our workload is heavy, and it can take a few days to respond to emails and letters.

We aim answer your emails within a week, unless we are in the middle of a major renewal when our response times may be longer. Our major renewal periods are March and June. During these times it may take us longer than a week to answer your email.

We will order replacement cards on the day the replacement fee is paid providing payment is made by 15.00 hrs. If you call and pay after this time, the last post has been missed and your card will be sent out the next working day.

We aim to process requests for cards for new family members within 3 weeks of you providing all the necessary information. It may take longer if we need more information or if there is a query on eligibility.

We aim to process requests from employers for new starters within two weeks and requests for leavers and changes within three weeks.

To maintain the quality of our service, we occasionally have training days on which we cannot offer a phone service. We will advertise this on the website, so you are aware. We are generally closed for calls between 10.15 hrs and 11.00 hrs each Wednesday morning.

You can trust us to:

  • do what we say we will do
  • be helpful, polite, and treat you fairly and with respect
  • try to understand your circumstances
  • follow processes correctly
  • tell you what to do next if you are not satisfied with how you have been treated
  • protect your personal information (our Privacy Notice tells you more)
  • investigate all reports of fraud

Getting it right

We will:

  • provide you with the correct decision or information
  • explain things clearly if the outcome is not what you had hoped for
  • say sorry and put it right if we make a mistake and we are able to do so
  • use your feedback to improve how we do things

Keeping you informed

We will:

  • deal with your request the first time you contact us, or as soon as we can, as long as you have provided enough information for us to do so
  • tell you what will happen next, and by when, if appropriate
  • keep you updated of progress

In return, we need you to:

  • give us the correct information at the right time
  • tell us when something changes that affects you or your family members and your or they are no longer eligible for rail staff travel benefits
  • treat our staff with respect

We understand that sometimes you may feel angry, frustrated or upset. Our staff will do their best to help you with the issue that is causing you concern. We welcome polite constructive criticism of our service or the information we provide however, we will not allow our staff at any point to be abused, either by phone, letter or email.

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Section 2: Action we will take if you are abusive to our staff

Our staff will end a phone call if they are subjected to threats or intimidation, or if you are rude (including making insulting, nasty or abusive remarks), swearing or foul language, not being able to back up any criticisms with evidence, saying things deliberately to cause offence or using sexist, racist, homophobic, and other discriminatory language.

Where abuse is directed towards the Rail Staff Travel team by an employee, then we will report that to their employer to be dealt with under the employers’ disciplinary procedure.

We will only respond to letters and emails where the sender clearly identifies themselves and we can match it to a Rail Staff Travel record.

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Section 3: What to do if you are unhappy with the service provided

If you are unhappy with the service given to you by a member of the Rail Staff Travel team, then you should ask to speak to a senior manager in Rail Staff Travel.

Alternatively you can put your complaint in writing to the Head of Rail Staff Travel, PO Box 72071, London EC1P 1JD or by email at This email address is being protected from spambots. You need JavaScript enabled to view it. and mark it for the attention of the Head of Rail Staff Travel.

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