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Complaints procedure

If you're unhappy with the Congestion Charging service you receive, or have a suggestion of how we can improve it, we'd like to hear from you.

If your complaint is regarding any other aspect of the services delivered by TfL, please see Help and Contact.

On this page:

How do I make a complaint?
Local Government Ombudsman (LGO)
Immobilisation or removal of vehicles

You can discuss your complaint with staff in our customer service team. They will try to resolve the problem without you having to make a formal complaint.

If you are not happy with their response, you can make a formal complaint.

How do I make a complaint?

The formal complaint procedure has three stages. Please provide any previous reference numbers that you may have.

Stage one

Choose from one of the following three options to lodge a formal complaint:

Make a complaint online
Phone: 0845 900 1234
International callers phone +44 20 7649 9122
Textphone 020 7649 9123 if you have impaired hearing

Please make sure you have all the relevant details to hand before calling.

Write to:

Customer Services Manager
Congestion Charging
P O Box 4782
Worthing
BN11 9PS

When you submit your complaint, let us know how you'd like us to respond (by email, post or by telephone).

We'll normally send written replies within 10 working days.

Stage two

If you're not satisfied with the manager's response after your first complaint you can complain to:

Head of Contracted Services
Congestion Charging
Transport for London
Palestra, 4th Floor
197 Blackfriars Road
Southwark
London
SE1 8NJ

We'll respond to your complaint within 10 working days. In cases where a full investigation may take a little longer, we'll let you know the reasons for the delay and a date by which you will receive a response.

Stage three

If you are still unhappy after the second stage, you have the right to appeal in writing to:

Director of Congestion Charging
Congestion Charging
Palestra, 4th Floor
197 Blackfriars Road
Southwark
London
SE1 8NJ

The director will aim to carry out a full review of your complaint within 10 working days, and will let you know if it is going to take any longer.

Local Government Ombudsman (LGO)

The LGO is an independent national service that investigates complaints against local authorities.

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 Ombudsman without completing our process, but in such cases the Ombudsman 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

Fax: 024 7682 0001

How to complain to the Local Government Ombudsman

Do you use this procedure to deal with complaints about Penalty Charge Notices?

No, disputes over Penalty Charge Notices (PCNs) have their own statutory representations and appeals procedure. You can get more information about this procedure on the PCN itself.

Immobilisation or removal of vehicles

If your complaint is related to the service that you received during the clamping or removal of your vehicle, you can contact the manager for that service at the address below. If you wish to challenge the clamping and removal itself, you should follow the process detailed on the Penalty Charge Notice.