Complaints

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 all Transport for London services, Eurostar or Heathrow Express) please contact the Rail Ombudsman (telephone: 0330 094 0362) in the first instance.

For National Rail enquiries please call 0345 748 4950 or see here for their website.

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


TfL services

Contactless payment problems TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Congestion charging Congestion Charging
PO Box 344
Darlington DL1 9QE
Online contact form
Dial-a-Ride Dial-a-Ride Passenger Services
PO Box 68799, London SE1P 4RD
Tel: 0343 222 7777

dar@tfl.gov.uk

Docklands Light Railway TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Emirates Airline TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

General complaints TfL Customer Services, 4th Floor Zone Y41 14 Pier Walk, London SE10 0ES Online contact form
London Buses London Buses Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

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

London Overground TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Online contact form

Or email: overgroundinfo@tfl.gov.uk

London Underground TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Oyster problems TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Parking and penalty charge notice problems TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Online contact form

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

River services TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Or email: river@tfl.gov.uk

Santander Cycle Hire TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 6666

Online contact form

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

Online contact form

Or email: tph.comms@pco.org.uk

TfL Rail TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Tramlink TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

Victoria Coach Station Victoria Coach Station, 164 Buckingham Palace Road, London SW1W 9TP Tel: 0343 222 1234

Contact your coach company

Walking and cycling TfL Customer Services, 4th Floor, 14 Pier Walk, London SE10 0ES Tel: 0343 222 1234

Online contact form

 


National Rail services

For buses outside of London please contact Bus Users UK.

For TfL, Heathrow Express and Eurostar – Please contact us by email.

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

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 passenger.

So, for example, if you want a bus stop moved for any other reason that is not passenger related you should contact the Local Government Ombudsman.

Other services and providers:

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