Appealing your complaint
In order to consider your appeal, we need to know why you are unhappy with the operator's response and to look at all previous correspondence. Therefore, if possible:
- when posting your complaint to us, please enclose any background papers
- when using the online form or e-mailing us, please include as much information as possible
If you are unable to do this, we will need to ask the operator to provide any background papers. If you do not wish us to do this, we will be unable to take forward your appeal.
Whatever your complaint we will always try to come back to you within 20 working days of receiving responses from the transport company. We cannot give a deadline to the transport company for them to respond to us. You can find a full list of our targets here.
We will not continue to review your case if we think that you are not being serious, if you are abusive or aggressive towards us or if we believe that continued communication will not add any value to the outcome. If we do this, we will write to advise you.
We will not enter into, or continue to communicate, with any person whose communication, either written or oral, contains foul language directed at a staff member.
There are a number of circumstances where we will not be able to help you.
How we work
If you ask us to look into your complaint about a transport company, we will review your issues impartially before deciding if we can help. 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. If we can progress your complaint we will consider if the transport company:
• Handled your complaint in a timely manner
• Answered all the questions you have raised in your complaint
• Gave factual and accurate information
• Was clear and easy to understand
• Explained the steps taken or going to take to deal with the problem where applicable
• Offered, where appropriate, an apology or amount of compensation/refund within industry guidelines.
If we do not think that the transport company has handled your complaint appropriately we ask them to look at some or all of the issues raised in your original complaint or at the representations we made on your behalf.
Unfortunately there may be times when we are not able to achieve your desired outcome even though we have handled your complaint in line with this complaints procedure.
Beyond London TravelWatch
Unfortunately, there may be times when we are not able to achieve the outcome you want. If you feel that we have not handled your complaint properly, please contact the caseworker dealing with your complaint in the first instance.
If you are unsatisfied with the response from us and contact us again, we will review your complaint. In this review we will consider:
• Whether we have dealt with your case appropriately and within our timescales
• Any other new information which could affect your complaint
• If the review finds that we have not kept to the points in 'How we work', we will contact the transport company again.
If you remain unsatisfied, a caseworker will review your case and ensure that your case has been dealt with appropriately, within our timescales and the correct information has been given to you. If you'd prefer a different caseworker to review your case, please let us know.
If you are still not happy with how we have handled your case, you can also:
- contact London TravelWatch's Chief Executive outlining the reasons for your dissatisfaction. The Chief Executive will investigate to ensure the internal processes have been followed but will not reinvestigate the original complaint.
- contact the Local Government Ombudsman Its duty is to discover whether you have suffered injustice as a result poor case handling by London TravelWatch. It does so without taking sides but does not investigate the original complaint. If the Ombudsman finds that London TravelWatch has done something wrong, it may make a recommendation about how the matter should be put right, which we will usually accept.