Thanks for the replies.
for clarity, I have a season ticket, renewed in August.
So, I've been arguing with them about strike compensation - these are strikes which weren't announced when I bought my ticket. They just reject my delay repay claim, even after I appeal, stating 'our current policy does not allow customers to claim compensation for trains which have been cancelled due to strike action'. Can they do this? Surely they can't just add an exception to the compensation agreement to advantage themselves? I don't see that this is much different from them adding a clause like 'we won't allow compensation for trains before 9am' or similar?
I've been having nightmares getting to work because of the strikes etc, so it feels like a kick in the teeth not to even get a few quid back.
No, what they are saying has no basis in the contract you have.
If the Conditions of Travel did have a facility for excepting changes to timetables from compensation, that would be one thing. But the Conditions don't, so they are, with the best of respect, spouting rubbish.
How much compensation have they rejected so far? If it is anything more than a nominal sum, I would seriously consider taking steps towards legal action. The steps towards legal action are not complicated or time intensive; legal action may take effort and cost and certainly will take some time to get your head around (not to mention the inevitable waiting around for hearings etc.) but ultimately that is your only remedy.
Only remedy, that is, unless you paid some or all of your season ticket with a credit card. Presumably it cost at least £100 and no more than £30,000; if so, Section 75 of the Consumer Credit Act 1974 means that the credit card lender is jointly and severally liable for any breach of contract by SWR - e.g. refusing to pay delay compensation. The advantage here is that your lender is subject to much more extensive and effective regulation by the Financial Conduct Authority, and if they refuse to pay out on a valid Section 75 claim you can take them to the Financial Services Ombudsman (a relatively effective and independent, and most importantly binding, solution) at no cost to you.