Hello. Ollie here
Facebook
As others have pointed out I have commented in the past on the Facebook page that we do delete comments and posts. But only swearing/rude/offensive to others.
We will also delete posts that are complaints about staff. These kind of posts are best with customer services and we have agreed with trade unions that we will not deal with this via social media.
If you look on the Facebook page for FGW you will notice there are various negative comments about the service which we provide.
Facebook is great for providing feedback but unfortunately not everyone does it in a polite way.
Twitter
We currently cover Twitter Mon-Sun 0700-2200. We do what we can to reply to tweets sent during this time. I'm not aware of any reason to ignore tweets except from if abusive (although I personally still try and talk to the person). Even if it's something we can't deal with on Twitter would be advising where it can be dealt with.
There is a certain point in a conversation on Twitter where you just can't take it further. I give you this as an example:
https://twitter.com/hrybbk/status/272024828352012288
If a tweet you have done is missed, just let us know, it is most likely accidental and not done on purpose.
Notes
I am doing this personally and this should not be considered as an official FGW point of view.