Red routes complaints procedure
If your complaint is about any other aspect of our service, please see the Help & contacts section.
Do not use this procedure to challenge the validity of a Penalty Charge Notice (PCN). Disputes over penalty charges have their own statutory representations and appeals procedure. Find out about making a representation.
You can discuss the matter with staff in our customer service team before you write to us. They will try to resolve the problem for you. If you are still not satisfied, please follow the process below.
How to make a complaint
The formal procedure has three stages. Please provide any reference numbers that you may have for each one.
Stage one
Choose from one of the following options to lodge a formal complaint:
Online: Use our form to make a complaint.
Phone: 0343 222 3333 (TfL call charges)
Please make sure you have any details you think relevant to hand before calling.
Post:
Customer Services Manager
Transport for London
PO Box 335
Darlington DL1 9PU
We will normally send written replies within 10 working days or let you know if there is going to be a delay.
Stage two
If you're not satisfied with our response, you can write to:
Customer Correspondence Manager
TfL Road User Charging
4th Floor
5 Endeavour Square
London E20 1JN
We will respond within 10 working days. If a full investigation is needed it may take a little longer, but we'll let you know the reasons for the delay.
Stage three
If you are still unhappy after the second stage, you may ask us to conduct a final review by writing to:
General Manager
TfL Road User Charging
4th Floor
5 Endeavour Square
London E20 1JN
The General Manager will conduct a full review, usually within 10 working days, and will respond with our final position.
Local Government Ombudsman (LGO)
The LGO is an independent national service that investigates complaints against local authorities, including Transport for London.
If you've been through our complaints procedure and are still dissatisfied, you may choose to escalate your complaint to the LGO at the address below.
You're entitled to contact the LGO without completing our complaints procedure, but in such cases the LGO may refer your complaint back to us, to allow us the opportunity to resolve your issue.
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Red routes
Phone: 0343 222 3333
08:00-20:00 Monday to Friday, closed on weekends and bank holidays (TfL call charges)
Transport for London
PO Box 335
Darlington DL1 9PU
