Transport for LondonComplaints
Barclays Cycle Hire / How it works
If you have any complaints or suggestions about Barclays Cycle Hire, we'd like to hear from you.
Phone: 0845 026 3630 if you want to talk to someone about your concerns. If you are not happy with their response, then you can make a formal complaint.
Making a formal complaint
The formal complaint procedure has three stages. Please provide any previous reference numbers that you may have.
Stage one
To lodge a formal complaint you can:- Make a complaint online
- Call us on 0845 026 3630 or +44 (0)20 8216 6666
Please make sure you have all the relevant details to hand before calling.
Or write to:
Customer Services Manager
Cycle Hire
PO Box 1214
ENFIELD
EN1 9ST
When you submit your complaint please indicate whether you want us to respond by email, post or by telephone.
We'll normally send written replies within 10 working days.
Stage two
We aim to resolve most complaints at the first stage. If you are not satisfied with the manager's response then you can complain to:
Head of Operations
Cycle Hire
Transport for London
Palestra, 4th Floor 4B4
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 will let you know the reasons for the delay and a date we'll respond by.
Stage three
If you are still unhappy after the second stage, you have the right to appeal in writing to:
General Manager
Cycle Hire
Palestra, 4th Floor 4B4
197 Blackfriars Road
Southwark
London SE1 8NJ
The General Manager 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 have been through our complaints procedure and are still dissatisfied, you may choose to escalate your complaint to the LGO at the address below.
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Phone: 0845 602 1983.
You can also text 'call back' to 0762 480 4299
You are 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.
How to complain to the Local Government Ombudsman
Exclusions - Making an insurance claim, or a complaint about an insurance claim
If you wish to make a claim under the Cycle Hire Scheme Public Liability Insurance, then please contact our insurance provider. If you are 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.
