Sir – Having recently travelled on First Great Western trains, I fail to understand how FGW deserve an award for customer service.

On an outward journey from Oxford to London Paddington, the one toilet on this train was locked and out of order. I was obliged to get off the train at Reading and use the station toilet, causing me inconvenience and disruption to my journey. On the return journey, I once again needed the toilet, and one was accessible on this occasion, but no water was available for hand washing.

These failings indicate to me a very poor provision of customer service.

Richard Baigent