Initial Complaints

If you have a complaint or problem with any aspect of London's transport, you must first contact the operator that provides the service.

If you are unhappy with the operator's response, or you do not receive a response within a reasonable timeframe, you can appeal to us and we will investigate. If you are ready to make a complaint, you may find London TravelWatch's advice on How to Complain useful.

Contact the relevant transport providers:

Transport for London services:

• Transport for London contacts page (including Oyster, Red Routes and Congestion Charging) 
• Dial-a-Ride
• Docklands Light Railway
• Licensed Taxis and Minicabs
• London Buses
• London Overground
• London Underground
• Oyster
• Tramlink
• Transport for London Streets 
• Victoria Coach Station

National Rail companies:

• c2c
• Chiltern Railways
• Crosscountry
• East Coast
• East Midlands Trains
• Eurostar
• First Capital Connect
• First Great Western
• Gatwick Express
• Grand Central
• Greater Anglia
• Heathrow Connect
• Heathrow Express
• Hull Trains
• London Midland
• London Overground
• South West Trains
• Southeastern
• Southern
• Stansted Express
• Virgin Trains

Other services and providers:

• British Transport Police
• Crossrail
• IPFAS (Penalty Fares)
• IRCAS (Penalty Fares)
• National Rail Enquiries
• Network Rail

See London TravelWatch's advice on How to Complain.

If you would like a paper version of our How To Complain advice, please contact us.