Suggestions & complaints

For complaints and suggestions about our cycle hire scheme, call us on 0343 222 6666 (call charges may apply).
woman on mobile phone

Our contact centre is open from 07:00-20:00 Monday to Friday and 09:00-19:00 on weekends. (Times may be different during holiday periods.)

You can also use our online contact form.

If you're unhappy with our services or our policies, we will try to resolve your complaint the first time you contact us. If you're not satisfied with our response, tell us and we'll ask a team manager to review it.

Escalating your complaint

If you're still unhappy with the outcome, you can ask London TravelWatch or the Local Government Ombudsman (LGO) to consider your complaint.

  • London TravelWatch considers public transport complaints
  • The LGO considers complaints about streets and traffic

London TravelWatch

London TravelWatch is the official watchdog organisation which represents the interests of public transport users in and around the capital. It is independent of TfL and can help with complaints about public transport in London.

Visit the London TravelWatch website.

Local Government Ombudsman

The Local Government Ombudsman (LGO) provides a free, independent service for complaints about many public authorities, including Transport for London. The LGO can investigate complaints about congestion charging, taxis, private hire cars, parking or other streets and traffic matters.

Online: How to complain to the LGO
Phone: 0300 061 0614 (08:30-17:00, Monday to Friday)
Address:
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

Online transactions

For unresolved complaints about online transactions, visit the EU Online Dispute Resolution portal. Our email address for use with this process only is EU-ODR@tfl.gov.uk.

Insurance claims or a complaint about an insurance claim

If you want to make a claim under the Cycle Hire Scheme Public Liability Insurance, then please contact our insurance provider.

If you're unhappy with the service you have received from our insurance provider, please give them the opportunity to resolve your concern first before raising it with us.