Intent to prosecute letter received but paid fare, help!

[hharrison]

Hi all,

I’ve been trying to post my thread so I can get advice regarding my intent to prosecute letter I received, I hope this time it actually gets through and posted.

On the 13th may 2025 I took a SWR train from London Bridge to Gatwick where I tapped in with my contactless card to pay for my fare.

When the inspector arrived to check tickets he checked my girlfriends to which he then asked for my ticket and railcard, I informed him that I used my bank card and he could scan it. He denied this and started conducting a witness statement instead.

At this point I was shocked, confused and quite scared of the outcome as I was a fair paying customer and he was denying this. Every time I tried to tell him to scan my contactless to see if I’ve paid he said he did not care as I was guilty. When he started taking my details due to how erratic the situation was I gave a false first name (all other details were correct) after I had given this false first name I immediately regretted it and corrected myself even showing my passport, he just responded that he did not care.

Fast forward to yesterday and I just received the letter and need advice regarding how to tackle this situation as I am in the wrong for giving false details as the letter even arrived with the false first name I gave, however I did pay fair and square and have never dodged a fare in my life so I’m wondering what will be easier. If I contact and show them the proof that I paid and apologise for giving a false first name (I am also autistic I’m not sure if they care) or just ask for an out of court settlement and pay again as I do not have the time for this to go to court.

Any advice is appreciated, thank you for help in advance and proof that I paid is below.

 

[simonw]

Hi all,

I’ve been trying to post my thread so I can get advice regarding my intent to prosecute letter I received, I hope this time it actually gets through and posted.

On the 13th may 2025 I took a SWR train from London Bridge to Gatwick where I tapped in with my contactless card to pay for my fare.

When the inspector arrived to check tickets he checked my girlfriends to which he then asked for my ticket and railcard, I informed him that I used my bank card and he could scan it. He denied this and started conducting a witness statement instead.

At this point I was shocked, confused and quite scared of the outcome as I was a fair paying customer and he was denying this. Every time I tried to tell him to scan my contactless to see if I’ve paid he said he did not care as I was guilty. When he started taking my details due to how erratic the situation was I gave a false first name (all other details were correct) after I had given this false first name I immediately regretted it and corrected myself even showing my passport, he just responded that he did not care.

Fast forward to yesterday and I just received the letter and need advice regarding how to tackle this situation as I am in the wrong for giving false details as the letter even arrived with the false first name I gave, however I did pay fair and square and have never dodged a fare in my life so I’m wondering what will be easier. If I contact and show them the proof that I paid and apologise for giving a false first name (I am also autistic I’m not sure if they care) or just ask for an out of court settlement and pay again as I do not have the time for this to go to court.

Any advice is appreciated, thank you for help in advance and proof that I paid is below.

Please post a copy of the letter you received, with any personal details removed

 

[hharrison]

Please post a copy of the letter you received, with any personal details removed

It does state to upload a season ticket or railcard but I did this months ago and they still sent the letter anyway

 

[Snow1964]

Just to be clear, were there two of you travelling together, one (girlfriend) had a conventional ticket and one person (Op) used contactless. Is this correct.

There is mention of Ops Railcard, I am confused by this as there is no railcard with bank contactless. Is there something odd like a two together railcard involved ?

EDIT just seen letter just added, it has a link for sending in valid ticket and/or railcard, but link is not for mitigation. My suggestion is to resend your screenshots of ticket purchase as in post#1 in case the previous version sent in has gone astray. Does the back of the letter have anything about mitigation, if so, it would be worth following up saying the two dates that ticket evidence has already been sent, but hold off as others might advice what extra to include with this.

 

[AlterEgo]

When the inspector arrived to check tickets he checked my girlfriends to which he then asked for my ticket and railcard, I informed him that I used my bank card and he could scan it. He denied this and started conducting a witness statement instead.

When you say "he denied this" - that doesn't make much sense. What did he say exactly? Why did he not read your contactless card?

What ticket did your girlfriend have, and what railcard was used? How is this relevant to your case?

 

[hharrison]

When you say "he denied this" - that doesn't make much sense. What did he say exactly? Why did he not read your contactless card?

What ticket did your girlfriend have, and what railcard was used? How is this relevant to your case?

I mentioned my girlfriend as she bought a regular ticket for herself and my only guess is the inspector got confused and thought I also had a ticket on Trainline? I did not use a railcard as I used my bank card and I have no idea why he didn’t read my card! That’s what has annoyed me all these months I told him multiple times to please just scan my card as I did pay but he just kept repeating “it’s done now you’re guilty”

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

Just to be clear, were there two of you travelling together, one (girlfriend) had a conventional ticket and one person (Op) used contactless. Is this correct.

There is mention of Ops Railcard, I am confused by this as there is no railcard with bank contactless. Is there something odd like a two together railcard involved ?

Yes I used contactless gf used ticket not sure if she even used a railcard with hers think it was a normal ticket

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

Just to be clear, were there two of you travelling together, one (girlfriend) had a conventional ticket and one person (Op) used contactless. Is this correct.

There is mention of Ops Railcard, I am confused by this as there is no railcard with bank contactless. Is there something odd like a two together railcard involved ?

EDIT just seen letter just added, it has a link for sending in valid ticket and/or railcard, but link is not for mitigation. My suggestion is to resend your screenshots of ticket purchase as in post#1 in case the previous version sent in has gone astray. Does the back of the letter have anything about mitigation, if so, it would be worth following up saying the two dates that ticket evidence has already been sent, but hold off as others might advice what extra to include with this.

Back of the letter just speaks about sending it to their King’s Cross office to influence their decision, I just don’t know what to say as I can send them proof I’ve paid but then won’t they take me to court for giving a false name. I am regretful for doing so and I hope that the fact I gave all other details correct and the fact that I am a paying customer will change their mind but I’m genuinely not sure I haven’t seen a case like mine.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

I also am wondering if I should send in proof of my disability, it does affect me to a great deal especially regarding social interaction such as this case and believe it is a main reason why I gave a false name at first anyway.

I mentioned my girlfriend as she bought a regular ticket for herself and my only guess is the inspector got confused and thought I also had a ticket on Trainline? I did not use a railcard as I used my bank card and I have no idea why he didn’t read my card! That’s what has annoyed me all these months I told him multiple times to please just scan my card as I did pay but he just kept repeating “it’s done now you’re guilty”

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==


Yes I used contactless gf used ticket not sure if she even used a railcard with hers think it was a normal ticket

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==


Back of the letter just speaks about sending it to their King’s Cross office to influence their decision, I just don’t know what to say as I can send them proof I’ve paid but then won’t they take me to court for giving a false name. I am regretful for doing so and I hope that the fact I gave all other details correct and the fact that I am a paying customer will change their mind but I’m genuinely not sure I haven’t seen a case like mine.

 

[WesternLancer]

I mentioned my girlfriend as she bought a regular ticket for herself and my only guess is the inspector got confused and thought I also had a ticket on Trainline? I did not use a railcard as I used my bank card and I have no idea why he didn’t read my card! That’s what has annoyed me all these months I told him multiple times to please just scan my card as I did pay but he just kept repeating “it’s done now you’re guilty”

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==


Yes I used contactless gf used ticket not sure if she even used a railcard with hers think it was a normal ticket

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==


Back of the letter just speaks about sending it to their King’s Cross office to influence their decision, I just don’t know what to say as I can send them proof I’ve paid but then won’t they take me to court for giving a false name. I am regretful for doing so and I hope that the fact I gave all other details correct and the fact that I am a paying customer will change their mind but I’m genuinely not sure I haven’t seen a case like mine.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

I also am wondering if I should send in proof of my disability, it does affect me to a great deal especially regarding social interaction such as this case and believe it is a main reason why I gave a false name at first anyway.

I think you
- need to engage with them in hard copy post to reply to this letter (because your efforts to upload a valid ticket or proof of one don’t seem to have worked if I understand correctly what you are saying)

- send the proof of the ticket you had/ contactless payment

- explain clearly and succinctly what happened regarding your ticket (I suspect your girlfriends ticket isn’t relevant to all this

- state you believe you had a valid ticket when travelling using your contactless card

Draft your letter up over weekend and post it here so people can help you get the wording correct and clear. Then you can post it on Monday tracked postage.

Finally forget about the false first name. You received the letter and can respond to it. Many people give false details and they are used to it. I do not believe that GTR will prosecute you over that aspect so put that to one side for now.

 

[Snow1964]

What troubles me, and I'm aware that time can distort recollection and alter the remembered facts, is the inference that inspector refused to scan contactless, and apparently said he/she didn't care, and also apparently made unilateral decision to decide and announce guilty.

Now if they had forgotten their scanner, or broke it, or forgot to charge it and they were trying to cover up, that is very unprofessional, something sounds very wrong here, it is bordering on sexist to treat girlfriend and Op differently. But if Ops facts are correct then this event should really be followed up by complaining to customer services, or even writing to MD for the executive team troubleshooters to investigate.

 

[WesternLancer]

It does state to upload a season ticket or railcard but I did this months ago and they still sent the letter anyway

As a matter of interest if you uploaded proof of ticket months ago how did you know how or where to do that given this letter is dated 16 September so presumably has only just been received? Did the info you were given on the day by the inspector tell you to do that?

When you did it before does it generate any proof of upload like a receipt etc? Apols but I don’t know how that system works.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

What troubles me, and I'm aware that time can distort recollection and alter the remembered facts, is the inference that inspector refused to scan contactless, and apparently said he/she didn't care, and also apparently made unilateral decision to decide and announce guilty.

Now if they had forgotten their scanner, or broke it, or forgot to charge it and they were trying to cover up, that is very unprofessional, something sounds very wrong here, it is bordering on sexist to treat girlfriend and Op differently. But if Ops facts are correct then this event should really be followed up by complaining to customer services, or even writing to MD for the executive team troubleshooters to investigate.

Maybe. But immediate task is of course to resolve the threat of prosecution in the (standard) letter the op has just received from GTR I would think.

 

[hharrison]

I think you
- need to engage with them in hard copy post to reply to this letter (because your efforts to upload a valid ticket or proof of one don’t seem to have worked if I understand correctly what you are saying)

- send the proof of the ticket you had/ contactless payment

- explain clearly and succinctly what happened regarding your ticket (I suspect your girlfriends ticket isn’t relevant to all this

- state you believe you had a valid ticket when travelling using your contactless card

Draft your letter up over weekend and post it here so people can help you get the wording correct and clear. Then you can post it on Monday tracked postage.

Finally forget about the false first name. You received the letter and can respond to it. Many people give false details and they are used to it. I do not believe that GTR will prosecute you over that aspect so put that to one side for now.

Thank you for this great and incredibly informative response, I’m going to do this right away and send over a draft of the letter to be reviewed.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

What troubles me, and I'm aware that time can distort recollection and alter the remembered facts, is the inference that inspector refused to scan contactless, and apparently said he/she didn't care, and also apparently made unilateral decision to decide and announce guilty.

Now if they had forgotten their scanner, or broke it, or forgot to charge it and they were trying to cover up, that is very unprofessional, something sounds very wrong here, it is bordering on sexist to treat girlfriend and Op differently. But if Ops facts are correct then this event should really be followed up by complaining to customer services, or even writing to MD for the executive team troubleshooters to investigate.

Quite honestly I’m unsure of the inspectors intention and once I’m clear of being taken to court and my innocent is proved then I will look into complaining.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

As a matter of interest if you uploaded proof of ticket months ago how did you know how or where to do that given this letter is dated 16 September so presumably has only just been received? Did the info you were given on the day by the inspector tell you to do that?

When you did it before does it generate any proof of upload like a receipt etc? Apols but I don’t know how that system works.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==


Maybe. But immediate task is of course to resolve the threat of prosecution in the (standard) letter the op has just received from GTR I would think.

I was given a reference number on the day by him and was told to upload any evidence I had. I have a reference number from the 13th of may when I uploaded the proof which I will include in my letter.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

What troubles me, and I'm aware that time can distort recollection and alter the remembered facts, is the inference that inspector refused to scan contactless, and apparently said he/she didn't care, and also apparently made unilateral decision to decide and announce guilty.

Now if they had forgotten their scanner, or broke it, or forgot to charge it and they were trying to cover up, that is very unprofessional, something sounds very wrong here, it is bordering on sexist to treat girlfriend and Op differently. But if Ops facts are correct then this event should really be followed up by complaining to customer services, or even writing to MD for the executive team troubleshooters to investigate.

To respond to this he scanned my gf’s ticket so the scanner was definitely in working condition

 

[WesternLancer]

Thank you for this great and incredibly informative response, I’m going to do this right away and send over a draft of the letter to be reviewed.

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

Yes. We will help you get this letter right. Keep it brief but polite.

My Apols but does the sum on your bank account for the fare match the correct ticket price do you think? We can check this for you if you tell us your complete journey station start to end point? Presumably you still exited (at Gatwick?) by touching out using your card after the incident and payment was completed and taken as far as you were concerned

I was given a reference number on the day by him and was told to upload any evidence I had. I have a reference number from the 13th of may when I uploaded the proof which I will include in my letter.

Thanks, good idea. But presumably no certain proof the upload worked then from your point of view ? (Annoyingly)

I’m just thinking likely explanation for all this is a cock up at their end after you tried to upload your ticket proof.

 

[hharrison]

Yes. We will help you get this letter right. Keep it brief but polite.

My Apols but does the sum on your bank account for the fare match the correct ticket price do you think? We can check this for you if you tell us your complete journey station start to end point? Presumably you still exited (at Gatwick?) by touching out using your card after the incident and payment was completed and taken as far as you were concerned

Thanks, good idea. But presumably no certain proof the upload worked then from your point of view ? (Annoyingly)

I’m just thinking likely explanation for all this is a cock up at their end after you tried to upload your ticket proof.

I started my journey at my local station Upney, I then tapped in at the barriers at London Bridge for the Gatwick train and then after that I tapped out at Gatwick. Journey was £13.50 on a Saturday super off peak times. I checked the price and it is more expensive than a regular ticket through SWR so I actually overpaid!

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==

I started my journey at my local station Upney, I then tapped in at the barriers at London Bridge for the Gatwick train and then after that I tapped out at Gatwick. Journey was £13.50 on a Saturday super off peak times. I checked the price and it is more expensive than a regular ticket through SWR so I actually overpaid!

Sorry lol is Tuesday don’t know where I go Saturday from

 

[WesternLancer]

I started my journey at my local station Upney, I then tapped in at the barriers at London Bridge for the Gatwick train and then after that I tapped out at Gatwick. Journey was £13.50 on a Saturday super off peak times. I checked the price and it is more expensive than a regular ticket through SWR so I actually overpaid!

== Doublepost prevention - post automatically merged: 20 Sep 2025 ==


Sorry lol is Tuesday don’t know where I go Saturday from

Thanks. Looks like you have done your research. Good work. Sorry for all the questions!

 

[hharrison]

Thanks. Looks like you have done your research. Good work. Sorry for all the questions!

Don’t apologise! Your questions are valid and the help you’ve given me has put my mind at ease. I’m going to start work on the letter now. I’ll ensure it is short, polite and has all the facts I need to put into it. My last question until then is should I mention in the letter that I’m sorry for using a false name as I do have to sign with my real name of course.

 

[Fawkes Cat]

My last question until then is should I mention in the letter that I’m sorry for using a false name as I do have to sign with my real name of course.

In the circumstances, mention it (i.e. 'Please note that my first name is Algernon rather than Cedric ') but don't apologise: it adds unnecessary information to the letter, and you want the railway to concentrate on the facts that you paid your fare and you have evidence of this.

 

[WesternLancer]

In the circumstances, mention it but don't apologise: it adds unnecessary information to the letter, and you want the railway to concentrate on the facts that you paid your fare and you have evidence of this.

I agree with this. Eg you could just say ‘please note my correct name is….’ Or something like that.

 

[JBuchananGB]

It might be of interest that the scanning process for an Aztec Code ticket on a phone, and that for a contactless card are quite different. So the inspector's ability to scan the GF's Aztec code does not confirm that they could scan the contactless. They also differ as to what information the scan provides to the inspector. Scanning an Aztec Code positively confirms a valid ticket. Scanning a contactless card only checks that the card has not been blacklisted by TfL or someone else. It does not give a positive confirmation that a ticket has been paid for.
In this case the OP can provide their journey history from Upney to Gatwick at the relevant time, and they repeatedly invited to inspector to scan their contactless card. This should be quite sufficient for GTR to back off.

 

[MotCO]

When you uploaded the evidence of your ticket, is it possible you mistyped the reference number? In which case, your 'account' with them would still show the evidence as outstanding, hence the follow up.

 

[hharrison]

When you uploaded the evidence of your ticket, is it possible you mistyped the reference number? In which case, your 'account' with them would still show the evidence as outstanding, hence the follow up.

When you uploaded the evidence of your ticket, is it possible you mistyped the reference number? In which case, your 'account' with them would still show the evidence as outstanding, hence the follow up.

Just finished my letter and will send it through in the morning for review and no it gave me the reference after I uploaded it so it is definitely on their system.

== Doublepost prevention - post automatically merged: 22 Sep 2025 ==

Sorry for the delay, works had me busy. Here is the letter, let me know how it can be improved!

To whomever it may concern

In reference to the above letter my name is *******.

I understand that fare dodging is a serious offence and I am sorry that as a company you lose such a large amount of money to it each year.

I would like to inform you that I did in fact pay my fare. On the 13th of may 2025 at 14:49 pm I started my journey at Upney station, I then proceeded to London Bridge where I boarded a SWR service to Gatwick airport.

As you can see from the attached documents payment was made for my journey and I was travelling with a valid ticket.

I attempted to inform the inspector of this but they declined to check my contactless card and instead suggested we proceed with a witness statement.

I would like to add that I have autism which means that I struggle in social situations, the inspectors body language, tone and handling of the situation made me extremely anxious which I don’t appreciate.

Thank you for your time and cooperation, I hope this matter can now be considered resolved.

Kind regards,
Harvey.

 

[Snow1964]

Thanks for draft letter.

I would amend name is xxx to xxx (not YYY)
From London Bridge train would have been Southern or Thameslink, not SWR which is South Western Railway.

You might want to change ticket to contactless fare, to avoid confusion.

 

[WesternLancer]

Just finished my letter and will send it through in the morning for review and no it gave me the reference after I uploaded it so it is definitely on their system.

== Doublepost prevention - post automatically merged: 22 Sep 2025 ==

Sorry for the delay, works had me busy. Here is the letter, let me know how it can be improved!

To whomever it may concern

In reference to the above letter my name is *******.

I understand that fare dodging is a serious offence and I am sorry that as a company you lose such a large amount of money to it each year.

I would like to inform you that I did in fact pay my fare. On the 13th of may 2025 at 14:49 pm I started my journey at Upney station, I then proceeded to London Bridge where I boarded a SWR service to Gatwick airport.

As you can see from the attached documents payment was made for my journey and I was travelling with a valid ticket.

I attempted to inform the inspector of this but they declined to check my contactless card and instead suggested we proceed with a witness statement.

I would like to add that I have autism which means that I struggle in social situations, the inspectors body language, tone and handling of the situation made me extremely anxious which I don’t appreciate.

Thank you for your time and cooperation, I hope this matter can now be considered resolved.

Kind regards,
Harvey.

apols - this only just appeared for me to see

I'd drop any mention of evasion - your position is that you did not evade the fare, you paid for your ticket and there is no case to answer (I assume this is correct) - so I would suggest focussing on that in polite terms eg some suggested edits that might deal with that below. Also don't at this stage make this into an active complaint about the member of staff (you can pursue that after this is settled if you wish to - annoying as it was to you)

hope the add ins are clear as well as the strike thoughts - check the add ins are correct

- Note SWR do no operate trains to Gatwick airport so that must be wrong in your draft (presumably it's whoever sent you the letter - Thameslink (?) - but it doesn't really matter anyway

--------------------------------

To whomever it may concern

Dear Sir / Madam

Your Ref: [insert the case ref number on your letter]

In reference to the above letter, my correct name is *******.

I understand that fare dodging is a serious offence and I am sorry that as a company you lose such a large amount of money to it each year.

I would like to inform you that I did in fact pay my fare. On the 13th of May 2025 at 14:49 pm I started my journey at Upney station, I then proceeded to London Bridge where I boarded a train SWR service to Gatwick airport.

I touched in using my contactless payment card at the start of my journey [assume this is correct]. As you can see from the attached documents payment was made for my journey and I therefore believe I was travelling with a valid ticket.

I attempted to inform the inspector of this but they declined to check my contactless card and instead suggested we proceed with a witness statement.

[again if true - enclose a copy of anything that might prove you did upload it if you happen to have that:] I also attempted to upload this information about my ticket and payment on xxx date soon after the incident in question.

I would like to add that I have autism which means that I struggle in social situations, the inspectors body language, tone and handling of the situation made me extremely anxious which I don’t appreciate.

I therefore believe that I have made a correct payment for my travel, via a contactless fare payment, and I would be grateful if you can confirm that the matter can be considered resolved.

Please let me know if you need any further information regarding any of this.

Thank you for your time and cooperation, I hope this matter can now be considered resolved.

Kind regards,


--------------------------------

when you send this off to them I think you need to send it hard copy post
Unless you are close on the deadline to reply send it tracked postage (2nd class) from your local post office - I think this is called 'tracked 48', - so that you can prove it was delivered to them if you need to do so.
Keep a copy of everything you send them

 

[hharrison]

Thanks for draft letter.

I would amend name is xxx to xxx (not YYY)
From London Bridge train would have been Southern or Thameslink, not SWR which is South Western Railway.

You might want to change ticket to contactless fare, to avoid confusion.

Ah thameslink then sorry I get confused between them so i will update that imminently.

== Doublepost prevention - post automatically merged: 22 Sep 2025 ==

apols - this only just appeared for me to see

I'd drop any mention of evasion - your position is that you did not evade the fare, you paid for your ticket and there is no case to answer (I assume this is correct) - so I would suggest focussing on that in polite terms eg some suggested edits that might deal with that below. Also don't at this stage make this into an active complaint about the member of staff (you can pursue that after this is settled if you wish to - annoying as it was to you)

hope the add ins are clear as well as the strike thoughts - check the add ins are correct

- Note SWR do no operate trains to Gatwick airport so that must be wrong in your draft (presumably it's whoever sent you the letter - Thameslink (?) - but it doesn't really matter anyway

--------------------------------

To whomever it may concern

Dear Sir / Madam

Your Ref: [insert the case ref number on your letter]

In reference to the above letter, my correct name is *******.

I understand that fare dodging is a serious offence and I am sorry that as a company you lose such a large amount of money to it each year.

I would like to inform you that I did in fact pay my fare. On the 13th of May 2025 at 14:49 pm I started my journey at Upney station, I then proceeded to London Bridge where I boarded a train SWR service to Gatwick airport.

I touched in using my contactless payment card at the start of my journey [assume this is correct]. As you can see from the attached documents payment was made for my journey and I therefore believe I was travelling with a valid ticket.

I attempted to inform the inspector of this but they declined to check my contactless card and instead suggested we proceed with a witness statement.

[again if true - enclose a copy of anything that might prove you did upload it if you happen to have that:] I also attempted to upload this information about my ticket and payment on xxx date soon after the incident in question.

I would like to add that I have autism which means that I struggle in social situations, the inspectors body language, tone and handling of the situation made me extremely anxious which I don’t appreciate.

I therefore believe that I have made a correct payment for my travel, via a contactless fare payment, and I would be grateful if you can confirm that the matter can be considered resolved.

Please let me know if you need any further information regarding any of this.

Thank you for your time and cooperation, I hope this matter can now be considered resolved.

Kind regards,


--------------------------------

when you send this off to them I think you need to send it hard copy post
Unless you are close on the deadline to reply send it tracked postage (2nd class) from your local post office - I think this is called 'tracked 48', - so that you can prove it was delivered to them if you need to do so.
Keep a copy of everything you send them

Thank you for your advice on the letter these adjustments you made seem great and I will rewrite it imminently. It was a thameslink train I got it has SWR on the letter which is why I’m confused guess it’s the same company.

 

[WesternLancer]

Thank you for your advice on the letter these adjustments you made seem great and I will rewrite it imminently. It was a thameslink train I got it has SWR on the letter which is why I’m confused guess it’s the same company.

That makes sense that it was Thameslink - as it happens they are not the same operating company as South West Trains. I don't think the letter you uploaded in the thread has SWR on it? (just to check)
SWR is South Western Railway - this is not the same as Southern Railway (which is a brand of GTR - see the logos on the top of your letter in post #3)

You don't need to get bogged down in all that in your reply - so long as you are replying to the correct company that has written to you

About us - GTR

About us - GTR

gtrailway.com

Who we are​

GTR stands for Govia Thameslink Railway, and includes Southern, Thameslink, Great Northern and Gatwick Express. Govia is a partnership between the Go-Ahead Group and Keolis.

It just occurs to me - if you tried to upload your payment proof / ticket originally to an SWR website that would explain why it has been ignored since it seems to me you are dealing with GTR - Thameslink, here.

 

[Nottingham59]

t has SWR on the letter which is why I’m confused guess it’s the same company.

The letter shown in post #3 carries the logos for Gatwick Express, Southern, Thameslink and Great Northern. I don't see any mention of SWR or Southwest Railway on that photo.

 

[hharrison]

The letter shown in post #3 carries the logos for Gatwick Express, Southern, Thameslink and Great Northern. I don't see any mention of SWR or Southwest Railway on that photo.

My confusion. The letter is now complete with correct details. I will update you all once I receive a reply, I hope this is enough for them to understand.

== Doublepost prevention - post automatically merged: 24 Sep 2025 ==

That makes sense that it was Thameslink - as it happens they are not the same operating company as South West Trains. I don't think the letter you uploaded in the thread has SWR on it? (just to check)
SWR is South Western Railway - this is not the same as Southern Railway (which is a brand of GTR - see the logos on the top of your letter in post #3)

You don't need to get bogged down in all that in your reply - so long as you are replying to the correct company that has written to you

About us - GTR

About us - GTR

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It just occurs to me - if you tried to upload your payment proof / ticket originally to an SWR website that would explain why it has been ignored since it seems to me you are dealing with GTR - Thameslink, here.

I uploaded it to the link he gave me so it must’ve been GTR and me saying Swr was just me being confused

 

[WesternLancer]

My confusion. The letter is now complete with correct details. I will update you all once I receive a reply, I hope this is enough for them to understand.

== Doublepost prevention - post automatically merged: 24 Sep 2025 ==


I uploaded it to the link he gave me so it must’ve been GTR and me saying Swr was just me being confused

OK - yes come back when things develop further.

 

[hharrison]

OK - yes come back when things develop further.

Hey all. Still no response which is why I’m wondering how long do these guys take!?

Made me wait 5 months and now they’re taking over a week to respond, is it this hard to contact this company?

If anyone has any details on the average response time that’ll be helpful.

 

[Fawkes Cat]

Hey all. Still no response which is why I’m wondering how long do these guys take!?

Made me wait 5 months and now they’re taking over a week to respond, is it this hard to contact this company?

If anyone has any details on the average response time that’ll be helpful.

Given that it took just over four months for the railway to write to you in the first place, think about what that suggests for how quickly they're working at the moment - and don't be surprised that means they will take some time now.

Also, although you probably want this out of the way as soon as possible, bear in mind that the clock is your friend here. It would be nice if the railway would be in touch quickly to agree that they will take no more action, but otherwise they lose the power to take you to court six months after the incident. So if they haven't started court action by the middle of November (and allow a few weeks for the court to contact you, so think maybe hearing by Christmas) then they can't pursue you through the criminal courts - which is the result you want even if not the process.

 

[hharrison]

Given that it took just over four months for the railway to write to you in the first place, think about what that suggests for how quickly they're working at the moment - and don't be surprised that means they will take some time now.

Also, although you probably want this out of the way as soon as possible, bear in mind that the clock is your friend here. It would be nice if the railway would be in touch quickly to agree that they will take no more action, but otherwise they lose the power to take you to court six months after the incident. So if they haven't started court action by the middle of November (and allow a few weeks for the court to contact you, so think maybe hearing by Christmas) then they can't pursue you through the criminal courts - which is the result you want even if not the process.

They responded! And they are saying to upload my railcard …. What is this! Did anyone even read my letter!!! I sent proof of my ticket and they sent an automated thing asking for my railcard.

== Doublepost prevention - post automatically merged: 30 Sep 2025 ==

I’m genuinely unsure what to do now I’m about to send the letter in, it’s just automated response asking for a railcard.

== Doublepost prevention - post automatically merged: 30 Sep 2025 ==

OK - yes come back when things develop further.

== Doublepost prevention - post automatically merged: 30 Sep 2025 ==

They have lied, they said I purchased a ticket with a railcard discount but I did not. I did with my bank card, I guess I’m taking them to court as they aren’t giving me an option to send another letter.

== Doublepost prevention - post automatically merged: 30 Sep 2025 ==

I have just got off the phone to them, they apologised and have said that many responses are automated and to send another letter in with the proof again.

 

[Fawkes Cat]

They responded! And they are saying to upload my railcard …. What is this! Did anyone even read my letter!!! I sent proof of my ticket and they sent an automated thing asking for my railcard.

== Doublepost prevention - post automatically merged: 30 Sep 2025 ==

I’m genuinely unsure what to do now I’m about to send the letter in, it’s just automated response asking for a railcard.

== Doublepost prevention - post automatically merged: 30 Sep 2025 ==



== Doublepost prevention - post automatically merged: 30 Sep 2025 ==

They have lied, they said I purchased a ticket with a railcard discount but I did not. I did with my bank card, I guess I’m taking them to court as they aren’t giving me an option to send another letter.

Last night you were cross that you hadn't had a response. Now you're cross that you have had a response: there's no pleasing some people...

But joking aside, this is somewhat disappointing. Have they now got your first name right? I ask because that would show that they had received your letter.

Whether they have or not, essentially you need to send your letter again (don't bother about the bit about your first name if they have got that right now) spelling out that
- you didn't try to use a Railcard ticket
- instead, you tapped in for a journey that you could use contactless on
- you enclose proof of your payment
- in the circumstances you would be grateful if the railway could confirm that no further action will be taken.