t: 020 7219 8155 e: fieldm@parliament.uk

Transport for London

November 19, 2009

If you are unhappy with the buses, trains, trams or river services in London you can make a complaint. Transport for London comes within the Mayor of London’s remit. It is therefore advised that you contact your London Assembly Member, Kit Malthouse, rather than Mark once you have gone through the process below.

Who do you complain to?

London TravelWatch: London TravelWatch, 169 Union Street, London, SE1 0LL
Tel: 020 3176 2999 (Monday to Friday, 09.00 to 17.00).

London TravelWatch considers representations about those services and facilities that are operated, procured or licensed by Transport for London (TfL), or provided by the underground, where the user considers that these have not been satisfactorily resolved by the service provider.

TfL oversees the following services:

  • London’s buses
  • Docklands Light Railway
  • Croydon Tramlink
  • Dial-a-Ride services
  • London River Services
  • Woolwich Free Ferry
  • taxis
  • private hire cars
  • most of the major roads in Greater London

London TravelWatch also represents the interests of passengers using Heathrow Express and, in the London area, Eurostar.

London Underground

If you have a general complaint about the underground service, first contact the manager of your local station. The address and telephone number are displayed in the ticket hall.

If have been delayed more than 15 minutes because of a failure on the part of the underground, pick up a claim form from any station or the customer service centre.

Buses

If your comment or complaint is about the day to day running of a bus, first write to the bus company. Their address is shown on a notice on every bus. The customer service centre can also give you their details. Tell the bus company when and where the problem occurred.

You can also contact the London Buses customer services centre: London Buses, 4th Floor, 172 Buckingham Palace Road, London SW1W 9TN (Tel: 020 7918 4300 (8:30am – 5:30pm Monday to Friday); Fax: 020 7918 3999) Email: customerservices@tfl-buses.co.uk

They should respond within 7 working days. If they cannot give a full answer in this time, they will send you an acknowledgement within 2 working days and then a full written response within 3 weeks.

Always keep your receipt and make a note of any relevant vehicle and/or personnel registration numbers when making a complaint.

What grounds do you have to complain?

London TravelWatch will look into complaints about:

  • punctuality
  • cleanliness of stations, trains and buses
  • conditions of travel
  • information about services, fares and facilities
  • special offers
  • catering
  • conduct of staff
  • ticket arrangements
  • new bus routes
  • vehicle design
  • passenger safety and security

The underground will not give refunds in circumstances which prevent them from safely running trains, such as security alerts, freak weather or the actions of a third party; nor when they have publicised an alternative route in advance.

Will you get a fair hearing?

London TravelWatch is independent of service providers and reports to the assembly of the GLA. It consists of 24 lay members and a part time remunerated chair. They are appointed by the assembly after consultation with the rail regulator.

What will happen if you’re successful?

You may be able to get compensation from the underground or London buses if the fault lies with their service, and not with external factors beyond their control. Compensation is likely to be a refund voucher to the value of the delayed journey.

London TravelWatch has no powers to award compensation; its main job is to make recommendations to the operating companies, the rail regulator and the government. It will however, press strongly for recompense if it considers the complaint is justified.

Anything else you can do?

If you are unhappy with the way London TravelWatch has dealt with your complaint, contact the Rail Passengers Council or your London Assembly Member.

Anything else you can do?

If you have lost any property on London transport contact the TfL lost property office: 200 Baker Street, London NW1 5RT (Fax: 020 7918 1028 – due to the large volume of lost property, the office does not take telephone enquiries). Customers who wish to receive a response whether it has been found or not, are advised to enclose a stamped addressed envelope. Lost property enquiry forms are available from any underground station. All personal letters and faxes will be acknowledged.