Taking your complaint further

If you've made a complaint to us and are not satisfied with the response, there are further steps you can take.

We try to resolve your complaint the first time you contact us. If you are not satisfied with our response, tell us and we will ask a team manager to review it.

Taking your complaint further

If you are 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.

Online: Visit the London TravelWatch website
Phone: 020 3176 2999 (09:00-17:00, Monday to Friday)
Address:
London TravelWatch
Europoint
5-11 Lavington Street
London SE1 0NZ

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  streets and traffic.

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

These bodies do not normally deal with appeals relating to:

Special arrangements exist for these.

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