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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 in London and its surrounding area. We will also deal with complaints regarding Victoria Coach Station but not the coaches or coach 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
Most problems can be resolved by dealing directly with the company or provider responsible and we will not get involved until the company or provider has had a chance to resolve the matter.
If you have already complained to the operator but are unhappy with the response, do not think it has been handled appropriately or have not received a response at all, you can appeal to London Travelwatch and we will make representations on your behalf. If not, we have a step by step guide to help you make an initial complaint to the operator.