Misleading GWR memo regarding combinations of tickets

[yorkie]

I have it on good authority from someone within the industry (working for another TOC who operates in the area) that GWR have issued the following erroneously to all staff:

Any customer that requests a split journey using Advance Purchase fares must also be advised that where services are delayed and they miss a connection they may need to purchase a new ticket. This may not the case if a through fare is sold.

Can anyone confirm if this is true?

Does anyone have any contact details for those responsible, or any way of getting a message to them?

It seems to me that there are serious problems at GWR, and it needs to be addressed urgently.