BEHAVIOUR such as that reported in The Argus is absolutely unacceptable, and we understand how distressing it must have been for the lady involved (I felt angry and violated, says woman after ordeal on train, 7 October).

Our team of CCTV investigators receive many hundreds of requests a week for video footage, which, on trains, need to be retrieved from the onboard hard drive. Trains can be stabled hundreds of miles apart so we prioritise the order in which we attend.

We apologise that the video could not be retrieved and are now working closely with the police to improve how incidents are categorised so we can improve the way in which we respond.

Chris Fowler,

Southern Customer Services Director

Govia Thameslink Railway (GTR)