Where to send your complaint

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 have already complained to the operator (not including Eurostar or Heathrow Express). Please contact the Rail Ombudsman (telephone: 0330 094 0362) in the first instance.

For buses outside of London please contact Bus Users UK.

For TfL, Heathrow Express and Eurostar - Please contact us either by Web form or email.

For TfL travel and ticket enquiries please call 0343 222 1234.

For National Rail enquiries please can 0345 748 4950.

The following links give names and contact details for the different operators.

TfL services

London buses

London Buses Customer Services, 4th Floor,  14 Pier Walk, London SE10 0ES

Tel: 0343 2221234

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-buses

You can find out more about reporting anti-social behaviour on TfL's dedicated webpage.

London Underground

TfL Customer Services, 4th Floor,  14 Pier Walk, London SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail

TfL Rail

TfL Customer Services, 4th Floor,  14 Pier Walk, London SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail

London Overground

TfL Customer Services
4th Floor
14 Pier Walk
London SE10 0ES

Tel: 0343 222 1234 (option 6)
overgroundinfo@tfl.gov.uk

Online contact form:
https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail

Docklands Light Railway

TfL Customer Services 
4th Floor
14 Pier Walk
London SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail

River services

TfL Customer Services
4th Floor
14 Pier Walk
London SE10 0ES

Tel: 0343 222 1234 (option 6)
Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-rivers

Or email : river@tfl.gov.uk

Tramlink

TfL Customer Service
4th Floor
14 Pier Walk
London
SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form:
https://tfl.gov.uk/help-and-contact/contact-us-about-tube-and-rail

Taxis and private hire vehicles (minicabs)

Customer Correspondence Manager, Taxi and Private Hire
1st Floor, 230 Blackfriars Road
London, SE1 8NW

Tel: 0343 222 4444
tph.comms@pco.org.uk

Oyster problems

TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES

Tel: 0343 222 1234

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-oyster

Contactless payment problems

TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-contactless

Emirates Airline

TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form: https://tfl.gov.uk/help-and-contact/contact-us-about-emirates-air-line

Congestion charging

Congestion Charging
PO Box 344
Darlington DL1 9QE

Online contact form: https://tfl.gov.uk/modes/driving/congestion-charge/contact-us/complaints-procedure

Dial-a Ride

Dial-a-Ride Passenger Services
PO Box 68799, London SE1P 4RD

Tel: 0343 222 7777
dar@tfl.gov.uk

Santander Cycle Hire

TfL Customer Services
4th Floor
14 Pier Walk
London SE10 0ES

Tel: 0343 222 6666

Online contact form: https://santandercycles.tfl.gov.uk/Home/Contact

Walking and cycling

TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES

Tel: 0343 222 1234 (option 6)

Online contact form: www.tfl.gov.uk/contact

General complaints

TfL Customer Services, 4th Floor Zone Y41 14 Pier Walk, London SE10 0ES

Online contact form: www.tfl.gov.uk/contact

Parking and penalty charge notice problems


Online contact form:

https://tfl.gov.uk/modes/driving/red-routes/penalty-charge-notices/make-a-representation

For general on-street parking issues or other off street problems contact your local council

Victoria Coach Station

Victoria Coach Station,
164 Buckingham Palace Road,
London SW1W 9TP

Tel: 0343 222 1234
Contact your coach company

National Rail services

Suggestions, complaints and appeals about road and street issues

Please note that London TravelWatch will only consider matters from the point of view of the users of a service provided by TfL.  So, for example, if you want to have a bus stop moved to make it more convenient for passengers, we will look at the effect this would have on them.  But if you want a bus stop moved for any other reason, such as its impact on traffic flow or parking or the amenity of residents, you should contact the Local Government Ombudsman.

You can find more information on the page: Suggestions, complaints and appeals about road and street issues.


Other services and providers:

Please note, if you have a complaint about a long distance coach you need to complain directly to the operator.

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