An introduction to complaining


London TravelWatch works on behalf of transport users travelling within the city of London and the surrounding areas. We investigate Eurostar, most TfL and some rail complaints from passengers who may have not received an appropriate response from the service provider.

London TravelWatch also deals with enquiries regarding Penalty Fare Notices and Penalty Charge Notices. However we are only able to ensure that the appeal process has been correctly followed and cannot overturn any decision 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 and look to improve the transport network as a whole.

Our remit ranges from passengers using any Transport for London (TfL) modes; Eurostar; Heathrow Express; Victoria coach station (but not coaches) and some aspects of rail travel, including issues arising in relation to stations.

However, as the London TravelWatch remit was set by Parliament there are some issues that we are unable to address.

Transport users who have complaints with other rail operators 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 remit will be transferred to us.

Cases involving other transport providers will be passed onto the appropriate organisation within whose remit the complaint falls.

For complaints regarding problems on buses or coaches outside of the London area - please contact Bus Users UK.

For rail complaints, please contact the rail ombudsman. Telephone: 0330 094 0362.

For rail complaints outside of the scope of the ombudsman and outside the geographical remit of London TravelWatch (see map) - please contact Transport Focus.

View a list of circumstances where we will be not be able to help.