- About us
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- Consumer advice
London TravelWatch is the voice of London's transport users and the statutory appeals body. We examine all complaints bought to us by people who are unhappy with responses they have received from their transport or service provider, and where appropriate seek to achieve an improved outcome. We can often persuade and influence the transport operators to change practices and improve services but we do not have regulatory powers and cannot force the operators to do as we ask.
We deal with complaints about transport (including some cycling and pedestrian issues) that arise in London, and with rail journeys. We will also deal with complaints regarding Victoria Coach Station but not the coaches or coach journeys. Our remit has been established by Parliament, and we cannot get involved in other transport issues. Therefore if you have a complaint about air services, coaches, bus services outside London, private taxi hire, issues relating to local authority roads and streets or non-passenger issues we will not be able to help. View a full list of circumstances where we will not be able to help.
The map below shows the area covered by London TravelWatch for rail journeys.
For complaints regarding problems which occur on the trains outside our geographical area, please contact Passenger Focus.
For complaints regarding problems on coaches or on buses outside of London, please contact Bus Users UK.
The complaints process