London TravelWatch is the appeals body for complaints made about Transport for London, Eurostar, and some rail companies and ticket retailers. We also handle complaints about Victoria coach station (but not coaches).
We can only accept an appeal if you have already made a complaint to the transport provider and are unhappy with the outcome. Please do not contact us until you have been through the formal complaint process with the transport provider.
Our casework team, as well as dealing with appeals, also handles enquiries about Penalty Fare Notices and Penalty Charge Notices. However, we are only able to ensure that the appeal process has been correctly followed and do not have the power to overturn a decision that has already been made.
As a statutory appeals/consumer body we are always keen to engage with members of the public and listen to their feedback about the transport issues they may face. If you would like to get involved, please sign up to our newsletter for regular news updates and helpful information. You will also occasionally have the opportunity to give your opinion on transport in London.
London TravelWatch’s remit is set by Parliament and, as a result, there are some issues we are unable to address.
People who have complaints with most train companies will be directed by the operator to the rail ombudsman at eight weeks (or before) if no resolution has been reached. Those complaints that are not within the scope of the ombudsman but within our geographical area will be passed to us. Cases outside of our area will be passed onto the appropriate organisation that handles them.
For complaints about buses or coaches outside of the London area, please contact Bus Users UK.
For rail complaints other than for Eurostar, please contact the rail ombudsman on 0330 094 0362.
Unfortunately, there will be other times when we will not be able to help passengers. Please see this list of circumstances where this will be the case.
