An introduction to complaining
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.
To do this, the casework team would evaluate the National Rail Conditions of Travel, the transport providers' own terms and conditions and the Consumer Rights Act 2015. 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 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.
For complaints regarding problems which occur on the trains outside our geographical area, please contact Transport Focus.
For complaints regarding problems on coaches or on buses outside of London, please contact Bus Users UK.
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.
The complaints process
- This flow chart summarises 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. If not, we have a step by step guide to help you make an initial complaint to the operator.
- We will examine your problem or complaint, discuss it further with the transport provider if necessary, and seek redress on your behalf where appropriate. We can also advise you about whether and when to contact the Local Government Ombudsman.