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

Tel: 0343 222 1234

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.