Privacy Statement

Vintage Trains (VT) takes its role in helping to deliver high quality, on time and safe services extremely seriously and are proud of the part we play in representing the best of Heritage Steam & Diesel on the National Rail Network.

We do, however, recognise that there may be times when our customers, or other stakeholders, may not be entirely happy with aspects of the way our services have been delivered. In such circumstances we have a robust complaints process designed to resolve any situation.

In brief, VT pledges to:

  • Acknowledge receipt of a complaint within 3 working days
  • Investigate circumstances surrounding complaint within 7 working days
  • Respond to the complainant within 10 working days
  • If resolution is not reached, we will escalate the issue to a senior level and aim to reach agreeable solution within 20 working days
  • Monitor customer satisfaction at senior level at least monthly
  • Conduct regular customer satisfaction surveys

Privacy Statement

Vintage Trains will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003. By using this website, you agree that we may collect, store and use any personal information we collect about you for the purposes of providing you with personalised access to this website and to contact you (including by phone, fax, e-mail and SMS messaging) with information which we think may interest you, including our regular electronic newsletter. You may instruct us not to send you this information at any time by contacting us at tickets@vintagetrains.co.uk. It is possible to configure most web browsers so that they give you the option to choose to accept new cookies or allow you to refuse cookies altogether. Please note that if you choose to refuse cookies, some features of our website may not work properly.