When we cannot help you

Unfortunately, we will not be able to help you in the following circumstances:

  • You have copied us in to a complaint that you have written to the transport company.
    • As you are waiting for a response from the transport company, we will not get involved at this time.
  • The transport company has not responded.
    • Please give the transport company 20 working days to respond to you.
  • The transport company has no record of your contacting them. 
    • We will pass any details we have of your complaint and request that they contact you directly.
  • The complaint is about heritage rail services or charter operators. 
    • These services are outside of our remit.
  • Your complaint is about a penalty charge notice (parking - not red route). 
    • The appeals process will be on the penalty charge form. These are normally managed or contracted out by the local authority.
  • You have been taken to court and have received a judgement.
    • Once you have been to court and received a judgement we are unable to assist you. Any appeal must be made through the appropriate legal channels.
  • You have failed to register your concerns within a reasonable timescale.
    • We cannot deal with complaints that are not made within a reasonable timescale. This can vary depending on the nature of your complaint. Transport companies may be unable to consider issues if they are not raised in a reasonable time frame. Generally, most complaints are made within six weeks of the issue arising. Refund claims with some operators must be made within 21 days.
  • You have received a penalty fare and the appeal has failed. 
    • We cannot overturn a decision made by the appeal company. We will ensure that the procedures and processes have been properly followed and the discretions applied where applicable.
  • Your complaint is about a transport company but not from the point of view of a user of that service.
    • We represent users of public transport in and around the London area. We cannot, for example, help with noise from train stations or residents of an area unhappy with a new bus route.
  • You have sent us an appeal but the operator or issue falls outside of our geographical area
    • If your appeal relates to rail services we will pass your appeal to our sister company – Transport Focus, who will contact you directly. If it relates to problems on coaches or buses, we will pass your appeal to Bus Users UK who will contact you directly.