Our policies

We will reply to all complaints, comments and claims in a timely and helpful way, addressing each substantive issue raised and acting to put problems right.

• Read our Complaint Handling Procedure (PDF)

Our Passenger’s Charter sets out exactly what you can expect from us.

West Midland Trains is committed to protecting and respecting your privacy when you use our services.

This privacy notice explains:

We are committed to following the government's guidance on managing the risk of COVID-19.

Click here to view our 2020 staying COVID-19 secure agreement

Making West Midlands Railway a railway for everyone.

We are committed to creating a workplace that is focused on equality, diversity, and inclusion, where everyone's differences are embraced and treated with fairness and respect.

West Midlands Railway upholds the human rights of colleagues and agency colleagues and treats them with dignity and respect. Read our statement on modern slavery.

We are committed to sustainable development and recognise the social value created by protecting environment capital.

Filming and photography for broadcast, promotional or commercial purposes

All applications for filming or photography for broadcast, promotional or commercial purposes must come to through the West Midlands Railway press office.

We are committed to developing a management system that will help us do the right work, at the right time, for the right cost.

Download Asset Management Policy PDF

• ISO 20400 - Sustainable procurement certification
• ISO 55001:2014 - Asset management certification

West Midlands Trains Limited (WMT) provides passenger train services and is split into two Separable Business Units (SBU). London Northwestern Railway provides passenger services between London Euston and Liverpool Lime Street and some associated branch lines.