Mayor of London

Help & contacts

On this page, you can find answers to the questions we are most frequently asked, along with a range of links and useful content.

If you need to complain about any of our services, please get in touch using the contact details below.

We're always looking at ways to improve our customer service. We may contact you to take part in a confidential survey about your experience with us. Your feedback will be used to improve the service we provide.

Contact us about fares & payments

 
Oyster cards (including Photocards)

Find out more about Oyster.

Frequent questions about Oyster

How do I touch in and out correctly?

  • Tube, DLR, London Overground, TfL Rail and National Rail services - Touch your Oyster card on the yellow card reader at the start and at the end of your journey. If you don't touch in and out, you may have an incomplete journey and be charged a maximum fare
  • Buses and trams - Touch in at the start of your journey

How do I reset my online account password?
Select forgotten password and enter your username and postcode, a password reset email will be sent to the address in your account.

If your postcode is not accepted, use our online form or call us on 0343 222 1234* (option 2 then option 6) to request a password reset. You will need to confirm your Oyster card number and security answer.


Where can I see how much my fare is?
Find the cost of single journeys on Tube, DLR, London Overground, TfL Rail and National Rail services.

Find other fares in our fares tables.


How can I get a reminder of my username?
Select forgotten username and enter your email address and postcode. If your postcode is not accepted, use our online form or phone us on 0343 222 1234* (option 2 then option 6) to request a reminder. You will need to confirm your Oyster card number and security answer. 


How do I report my Oyster card lost or stolen?
If you have a contactless and Oyster account you can report your Oyster card lost or stolen online.

If you do not have an account, use our online form or phone us on 0343 222 1234* (option 2 then option 6) with your Oyster card number and password.

For lost or stolen Oyster photocards, you can replace your card online or phone us on 0343 222 1234* (option 1).

Find out more about lost and stolen cards.


How can I get a statement of my Oyster card journey history?
Sign in to your contactless and Oyster account to see the journeys you've made right up to the end of the previous day.

You can see up to the last eight weeks of journey history and select which period you want to view. You can also have your journey history emailed to you on a weekly or monthly basis. You can only see your journey history from the day after you sign up for an online account.

Find out more about managing your Oyster online.

If your Oyster card is registered, but you don't have an online account, you can sign up for an account online,  use our online form or phone us on 0343 222 1234* (option 2 then option 6). You will need to give us your Oyster card number so we can send you your journey history.


Contact us for more help or to make a complaint

When contacting us, please provide:

  • Your Oyster card number (if you have one)
  • Your security password (if your Oyster card is registered)
  • The name of your regular station

Online: Use our online form
Phone: 0343 222 1234* (option 2, then option 6 for adult Oyster cardsor option 1 for Oyster photocards)
Textphone:
0800 112 3456
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow: @TfLTravelAlerts
Sign up for email updates

 
Contactless payment cards

Find out about more contactless payment cards.

Frequent questions about contactless payment cards

How do I touch in and out correctly?

  • Tube, DLR, London Overground, TfL Rail and National Rail - Touch your contactless payment card on the yellow card reader at the start and at the end of your journey. If you don't touch in and out, you may have an incomplete journey and be charged a maximum fare
  • Bus and tram services - Touch in at the start of your journey
Find out more about touching in and out.

Where can I see how much my fare is?
Check the cost of single journeys on Tube, DLR, London Overground, TfL Rail and National Rail services in London in our single fare finder.

Find other fares in our fares tables.

You will be able to benefit from both daily capping and Monday to Sunday capping. Find out what capping is.


How do I prevent card clash?
To prevent card clash you should keep your contactless payment and Oyster cards separate when you touch in and out. You should only touch the card you want to pay with on the yellow card reader.

Find out about card clash.


How do I query a travel charge?
If you have any queries about the charges on your contactless payment card, you can contact us using the details below.

If you have created a contactless and Oyster account, you can sign in to see your detailed journey history.

If you have not signed up for an account, you can sign in as a guest to see your last 7 days journey history (you'll go to a security check page first).

If you see charges that you do not recognise, call us on 0343 222 1234* (option 2 then option 4).

Find out about card or bank statements.


Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 1234* (option 2 then option 4)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow: @TfLTravelAlerts on Twitter
Sign up for email updates

Contact us about refunds

 
Refunds

Find out more about refunds.

Frequent questions about refunds

How can I apply for a refund?
If you have a TfL online account, sign in to see if you have any incomplete journeys which are eligible for a refund.

You can apply for up to three refunds for maximum fares charged per calendar month.

Find out more about refunds.


How can I get a refund if I have been charged a maximum fare for an incomplete journey?
We will try to complete your journey automatically. If you have been charged a maximum fare which has not been refunded automatically, sign in to your TfL online account to see if you can apply for a maximum fare refund.

What happens if I no longer need my season ticket?
We'll normally refund the remaining value of a Travelcard or Bus & Tram Pass you don't need any more.

If you've got an Oyster online account and details of your Oyster card added to it, you can apply for a refund online.

Find out more about refunds.


Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234* (option 2 then option 5 for contactless queries; option 2 then option 6 for Oyster card queries)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow: @TfLTravelAlerts
Sign up for email updates

Contact us about our travel services

 
Tube

Find out more about the Tube.

Frequent questions about the Tube

How can I find out which services will be disrupted due to engineering works?
See our planned works calendar. Plan a journey to change your route. Find out what we're doing to improve the Tube.


What times are peak and off-peak on the Tube?
Peak times are Monday to Friday 06:30 to 09:29 and 16:00 to 18:59, public holidays do not have peak times. It's cheaper to travel off-peak.

Find out how much Tube fares cost.


How can I get a Baby on board badge?
We've teamed up with Not on the High Street to bring you our Baby on Board programme.


Can I take a bicycle on the Tube?
Find out which services allow bikes.

Plan a journey using the advanced option for a cycling route.


What improvements are you making to customer service in your stations?

Find out how we're improving customer service.

Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234* (option 6)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow your Tube line for realtime updates
Sign up for email updates
 
Buses

Find out more about Buses.

Frequent questions about buses

I am visiting London, how can I pay for my bus fare?
Buses are cash free. Pay with a Visitor Oyster card, Oyster card, Travelcard or contactless payment card.

Find out more about bus fares in London.


Where can I find bus timetables?
Go to Timetables, choose buses and select your route number.


How can I complain about a staff member on a bus?
We are sorry if you have had a bad experience on one of our buses. Please contact us using the details below.


How can I plan my bus journey?
Plan a journey - if you want to travel by bus only, select 'Travel options & accessibility' and deselect all other modes of transport.


Can I take my wheelchair on the bus?
You can use wheelchairs on buses and many other services. We give priority to wheelchairs over buggy users.


Contact us for more help, to make a complaint, or say thank you

When contacting us, please provide:

  • The bus number
  • Bus stop location (where applicable)
  • Your Oyster card number (if you have one)

Online: Use our online form
Phone:
0343 222 1234* (option 6)
08:00-20:00 seven days a week
Textphone: 0800 112 3456

*TfL call charges

Social media & email updates

Follow: @TfLBusAlerts 
Sign up for email updates

 
DLR

Find out more about the DLR.

Frequent questions about the DLR

How can I plan my journey on DLR?
Plan a journey - if you just want to travel by DLR, select 'Travel options & accessibility' and deselect all other modes of travel.


How can I find out what services will be disrupted due to engineering works?
See our planned works calendar.

If you need to find an alternative route, plan a journey.



Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 1234* (option 6)
Textphone: 0800 112 3456
08:00-17:00 Monday to Friday

*TfL call charges

Social media & email updates

Follow: @LondonDLR
Sign up for email updates

 
Trams

Find out more about Trams.

Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234* (option 6)
08:00-20:00 seven days a week
Address:
Tramlink House
5 Suffolk House
George Street
Croydon, CR0 1PE

*TfL call charges
 
London Overground

Find out more about London Overground.

Frequent questions about London Overground

What are the planned engineering works?
Find out about the latest planned track closures [PDF 0.2MB] for the next six months.


Where can I view London Overground timetables?
Go to London Overground Timetables to see all the timetables.


What is the Turn Up & Go service?
London Overground offers a 'Turn Up and Go' service. This means that disabled and vulnerable people needing assistance can arrive at stations and have staff help them without being asked to book in advance.

Find out more about getting help from staff.


How can I claim a refund for a delay?

Go to Refunds for delays for information on how to make a claim. If you've experienced a delay on your London Overground journey of 30 minutes or more, you might be able to get a refund.


How do I discuss a contactless or Oyster problem that I've experienced on London Overground?

Please go to the Oyster (including photocards) or Contactless payment cards help sections at the top of this page, and get in touch using the contact details provided.


Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234* (option 6)
09:00-17:00 Monday to Friday
Address:

Freepost RSTY-TJRK-JRUG
Customer Services Team
125 Finchley Road
London, NW3 6HY

*TfL call charges

Social media & email updates

Follow: @LDNOverground
Sign up for email updates

 
TfL Rail

Find out more about TfL Rail.

Frequent questions about TfL Rail

What is TfL doing to improve services?
We are working hard to maintain and repair the existing rolling stock. This will help improve the service we can provide when a train goes out of service.

We have a commitment to ensure at least one member of staff is always available to customers at all TfL Rail stations.

Find out more about TfL Rail's future.


Why do some trains miss out stations when delays occur?
When delays occur on one of our services, we sometimes make the decision to miss out stations.

This allows us to manage delays in a tightly scheduled timetable and improve the service for the majority of customers.

We understand that this can cause frustration to customers and try to keep service alterations to a minimum.


What are we doing to provide better information when delays happen?
We have ensured that all of our station staff have access to realtime information in order to provide customers up-to-date disruption information. We have invested in training for our staff on how to support customers better.

We are working closely with Network Rail and other train operators to improve communication with customers regarding delays and service alterations.


What are we doing about the temperature on trains?
We have upgraded the thermostats on our trains to ensure the heating is well regulated during the winter months.

Each of our new trains, which will be introduced in 2017, will have full air conditioning. This means we will be able to regulate the temperature to a pre-set point throughout the year.


Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 1234* (option 6)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow:@TfLRail on Twitter
Sign up for email updates

 
Transport accessibility

Find out more about Transport accessibility.

Frequent questions about transport accessibility

How do I plan a journey considering my accessibility needs?
Plan a journey and select 'Travel options and accessibility'.


What type of help can I expect from staff?
Find out what help from staff is available on our network.


What kind of accessibility guides do you have? 
We produce a range of maps and guides in alternative formats. All our accessibility guides can be ordered free of charge.


What plans do you have to improve accessibility on the Transport for London network?
Find out about our equality policy and our future plans.


Contact us for more help or to make a complaint

Online: Use our online form
Email:
tflaccessibility@tfl.gov.uk
Phone: 0343 222 1234* (option 3 then *)
08:00-20:00 seven days a week
Textphone: 0800 112 3456
Address:

TfL Customer Services
4th Floor
14 Pier Walk
London, SE10 0ES

*TfL call charges

Social media & email updates

Follow: @TfLAccess
Sign up for email updates

 
Santander Cycles

Find out more about Santander Cycles.

Frequent questions about Santander Cycles

How can I contact Santander Cycles?
You can find our contact details listed below.

To report a lost or stolen key, call the contact centre on 0343 222 6666* immediately to prevent any extra ride charges.


Where are the docking stations?
There are more than 10,000 bikes at over 700 docking stations situated every 300 to 500 metres in London. Find a docking station near you.


How many times can you take out a cycle in one day?
You can hire as many times as you like within the bike access period you have purchased. Once you have returned the bike to a docking point you will need to wait five minutes before hiring another bike.

Find out how Santander Cycles works.


Contact us for more help or to make a complaint

Online: Use our online form
Phone:
0343 222 6666*
Address:
PO Box 1214
Enfield
EN1 9ST

*TfL call charges

Email updates

Sign up for email updates

 
Taxis & minicabs

Find out more about Taxis & minicabs.

Frequent questions about taxis & minicabs

Where can I see how much my journey might cost?
Find out how much taxi fares cost.


Where can I book a taxi?
Find out how to book a taxi.


How do I use minicabs safely?
Find out how to use minicabs safely.


How does TfL enforce against illegal taxi and private hire activity?
Find out how we enforce against touting and other illegal taxi and private hire activity.


Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 4000 (TfL call charges)
08:00-18:00 Monday to Friday (closed on Bank Holidays)

Address:
Surface Transport Customer Services
4th Floor, Palestra
197 Blackfriars Road
London SE1 8NJ

Email updates

Sign up for email updates

 
River travel

Find out more about River travel.

Frequent questions about river travel

Can I use my Oyster card on river services?

You can pay as you go using Oyster or contactless on MBNA Thames Clippers River Bus services. Touch in on the yellow card reader when asked to board by a member of MBNA Thames Clippers staff and remember to touch out again at the end of your journey, or when changing boats. These journeys do not count towards caps.

You can't use contactless or Oyster to pay as you go on River Tours, but you can use the credit on your Oyster card to buy a paper ticket for Thames River Services and Circular Cruise Westminster River Tours, from their pier ticket offices.

Where can I buy tickets? How much are they?

Tickets must be purchased direct from the boat operators and they all have their own fares systems. Most offer advance bookings via their websites, or on the day from a pier ticket office or machine. Find out more about river fares.

Travelcards are not valid for travel on river services, but you can save 33% on standard fares on the River Bus and most River Tour services upon production of a valid Travelcard.


What journeys can I make on River?
There are a wide range of River Bus and River Tour services which operate on the River Thames. Go to Timetables, select 'River' and find all the routes available. More information can also be found on the River Bus and River Tour pages.


How can I plan my journey?
Plan a journey - if you want to travel by River only, select 'Travel options & accessibility' and deselect all other modes of transport. More information can also be found on the boat operators' websites.


Contact us for more help or to make a complaint

Online: Use our online form
Email:
river@tfl.gov.uk
Phone: 0343 222 1234* (option 6)
08:00-20:00 seven days a week
Address:

London River Services Limited
Tower Pier
Lower Thames Street
London EC3N 4DT

*TfL call charges

Social media & email updates

Follow: @TfLRiver
Sign up for email updates

 
Emirates Air Line (cable car)

Find out more about Emirates Air Line.

Frequent questions about Emirates Air Line

When are you open?
See our opening hours. Emirates Air Line is closed on Christmas Day and for regular maintenance.


What are the fares, and can you pre-book?
See Emirates Air Line fares.You can pre-book tickets online including the Discovery experience.


Is the airline accessible for disabled passengers?
Yes, the Emirates Air Line has step-free access and is accessible to most wheelchairs, including motorised wheelchairs and mobility scooters. Find out more about accessibility.


Can I use my Oyster card?
Yes, it's quick and easy to use Oyster to pay as you go, a discount is automatically applied to the cost of a ticket.

Find out more about fares with an Oyster card.


Can you hire out a cable car privately?
Cabins can be hired at the cost of £90, this can accommodate 10 passengers.


Contact us for more help or to make a complaint

Online: Use our online form
Phone: 0343 222 1234* (option 6)
Textphone: 0800 112 3456
08:00-20:00 seven days a week

*TfL call charges

Social media & email updates

Follow: @EmiratesAirLDN
Sign up for email updates

 
Dial-a-Ride

Find out more about Dial-a-Ride.

Frequent questions about Dial-a-Ride

How do I make/cancel a booking?
You must be a member. You can book by calling on 0343 222 7777* (option 1) or you can make a booking online. Please try to book at least one day in advance.

If you need to cancel or amend a booking, please let us know as soon as possible on 0343 222 7777*.


How many journeys can I expect Dial-a-Ride to provide me?
Once you are a member you can ask for as many journeys as you like. However, due to limited resources, Dial-a-Ride will not be able to accommodate every request we receive.

On average, Dial-a-Ride can provide about one return journey a week for each of its members.

Find out more about availability of journeys.


What can I do if Dial-a-Ride is not able to accommodate my journey?
Dial-a-Ride is not intended to provide you with all your transport requirements. You will usually need to have access to other assisted travel services, such as Taxicard, for those journeys that Dial-a-Ride is unable to provide.


What if I am unhappy with the service provided by a Dial-a-Ride staff member?
Please contact us at DAR@tfl.gov.uk or 0343 222 7777* (option 3) if you have any concerns about the service provided to you by one of our staff.


What if my vehicle does not arrive at the time I was expecting?
Dial-a-Ride operates a 15-minute flexible window for pick-up times.

If your vehicle arrives more than 15 minutes before your pick-up time and you are not ready to leave, please contact 0343 222 7777* (option 2) so we can direct the driver accordingly.

If you have been waiting for more than 15 minutes after our pick-up time, please contact 0343 222 7777* (option 2) so we can check on the progress of your driver for you.


Contact us for more help or to make a complaint

Email: DAR@tfl.gov.uk
Phone: 0343 222 7777*
Address:
PO Box 68799
London
SE1P 4RD

*TfL call charges

Social media & email updates

Follow: @TfLAccess on Twitter
Sign up for email updates

 
Lost property

Find out more about lost property.

Use our online form to ask about lost property on these services:

  • London Buses
  • London Underground
  • Docklands Light Railway
  • London Overground
  • Victoria Coach Station
  • Black cabs (taxis)
  • Emirates Air Line
  • TfL Rail

It can take up to 10 days for items we find to be delivered from stations and garages and entered on our system.

    Enquire about lost property on other services:

    The lost property office does not receive items lost on National Rail services, licensed mini-cabs, coaches, tour buses or airports. Please contact the service operator.


    Contact us for more help or to make a complaint

    Phone: 0343 222 1234* (option 4)
    08:30-16:00 Monday to Friday
    Address:
    200 Baker Street
    London
    NW1 5RZ

    *TfL call charges.

    Contact us about roads

     
    Congestion Charge

    Find out more about the Congestion Charge.

    Frequent questions about Congestion Charge

    Does the Congestion Charge apply if I travel in the zone on Saturdays or Sundays?
    No. The charge does not apply if you travel into the charging zone, around the zone and out of the zone during a weekend.
    Find out more about the Congestion Charge zone.


    How can I pay the Congestion Charge?
    You can pay in advance or on the day of travel. If you don't pay by midnight on the charging day after you drove in the zone, you'll get a Penalty Charge Notice (PCN).


    Where does the Congestion Charge apply?
    Find out where the Congestion Charge zone is. You can also check to see if an address or postcode is within the charge zone.


    Will I have to pay the charge if I am diverted into the zone?
    If you are diverted into the charging zone by an official diversion, you don't have to pay the Congestion Charge but you must leave the charging zone as directed, or if no signs are provided, at the first available opportunity. All vehicles subject to a diversion should not receive a Penalty Charge Notice (PCN).

    Challenge a penalty charge.


    Contact us for more help or to make a complaint

    Online: Use our online form
    Phone:
    0343 222 2222 (TfL call charges)
    08:00-22:00 Monday to Friday or 09:00-15:00 Saturday
    Address:

    PO Box 4782
    Worthing BN11 9PS
    More contact details

    Social media & email updates

    Follow: @TfLTrafficNews
    Sign up for email updates

     
    Low Emission Zone (LEZ)

    Find out more about the Low Emission Zone (LEZ).

    Frequent questions about the Low Emission Zone

    How much is the daily charge and how can I pay it?
    The Low Emission Zone (LEZ) daily charge is £100 for larger vans, minibuses and other specialist vehicles, and £200 for lorries, buses, coaches and other specialist heavy vehicles.

    How to make a payment


    Is my vehicle affected by the LEZ?
    Use our simple tools to check whether your vehicle meets LEZ emissions standards..


    What happens if I drive in the LEZ and do not pay the charge?
    If you drive in the LEZ without meeting emission standards, we may issue you with a Penalty Charge Notice (PCN).


    My vehicle doesn't meet the emissions standards. What can I do?
    If your vehicle doesn't meet the emissions standards, there are a number of ways to meet the standards.


    Contact us for more help or to make a complaint

    Online: Use our online form
    Email:
    lezlondon@tfl.gov.uk
    Phone: 0343 222 1111 (TfL call charges)
    Textphone:
    020 7310 8999
    08:00-22:00 Monday to Friday, 09:00-15:00 Saturday, closed Sunday
    Address:

    PO Box 4784
    Worthing
    BN11 9PU
    More contact details

    Social media & email updates

    Follow:@TfLTrafficNews
    Sign up for email updates

     
    Cycling

    Find out more about Cycling.

    Frequent questions about Cycling

    What transport can I take my bike on?
    You can take some bikes on public transport or Plan a journey and select the cycling option.


    What is the Mayor's vision for cycling?
    The Mayor's vision is that cycling in London will become an integral part of the transport network.
    Read about the Mayor's Vision for Cycling.


    What work are you doing to improve cycling in London?
    Find out what projects we're currently working on in Improvements & projects.

    Find out about the Mayor's Vision for Cycling.

    Read about our cycling activities in Publications & reports.


    How can I order cycle guides?
    We have 14 free cycle guides which have been recommended by experienced cyclists and will help you navigate the streets of London.


    What are you doing to improve London's roads?
    We're investing £4billion, the largest investment in a generation, into improving London's roads.


    Where can I get information on cycle training?
    Free, or heavily subsidised, cycle training is available in the borough in which you live, work or study.


    Contact us for more help or to make a complaint

    Online: Use our online form
    Phone: 0343 222 1234* (option 5)
    Textphone: 0800 112 3456

    *TfL call charges
     
    Deliveries in London

    Find out more about Deliveries in London.

    Frequent questions about making and receiving deliveries in London

    What is FORS?
    The Fleet Operator Recognition Scheme (FORS) is a free, voluntary scheme operated by TfL. It encourages sustainable best practice for road freight operators who service and deliver in London, or who intend to do so.


    How do I make deliveries at night?
    Working with your suppliers and customers to avoid peak delivery/collection times can bring safety, environmental and social benefits.

    Find out more about retiming and out of hours deliveries.

    Contact us for more help or to make a complaint

    Email: freight@tfl.gov.uk

     
    Walking

    Find out more about Walking.

    Frequent questions about walking

    Where can I find more information about walking routes in London?
    Top walking routes can be found all across central and Greater London.


    How can I plan my journey if I am walking
    Plan a journey and select the walking icon before you enter your 'From' and 'To' locations.


    What are you doing to make walking more accessible?
    We want to encourage walking in the Capital and have developed a mapping and signage system called Legible London to help people find their way around easily.


    Why walk?
    Walking is a great way to get around London - it's quick and reliable, good for your health and good for London's economy.

    Contact us for more help or to make a complaint

    Email: walking@tfl.gov.uk
    Email Legible London:
    legiblelondon@tfl.gov.uk

     
    Coaches

    Find out more about Coaches.

    Frequent questions about coaches

    How can I purchase a coach ticket?
    Victoria Coach Station is responsible for the sale of tickets on behalf of coach operators departing from the station. Coach tickets can be purchased from the Ticket Office located by gate 21 in the departures terminal. The Ticket Office is open from 07:00 to 22:00, seven days a week and tickets can be purchased in advance, or on the day, up to 15 minutes prior to departure.


    What other facilities are at Victoria Coach Station?
    Most of Victoria Coach Station's facilities are located in the main departures area.


    Where can I find the coach parking map on the website?
    Find out about coach parking, planned road works and coach ban areas
    .


    Contact us for more help or to make a complaint

    Phone: 0343 222 1234* (option 6)
    Address
    :
    164 Buckingham Palace Road
    London
    SW1W 9TP
    Coach operating companies

    *TfL call charges
     
    Streets and other road issues

    Find out more about Driving.

    Frequent questions about road issues

    How can I report a problem with roadworks in London?
    Go to report roadworks or street faults to tell us about any problems you have had with roadworks.


    What are you doing to improve London's Roads?
    As part of the Road Modernisation Plan we're investing £4billion into improving London's roads.


    What is pedestrian countdown?
    Pedestrian countdown provides an improved crossing experience for pedestrians by using a digital countdown timer to display the remaining time available to cross.


    What are your responsibilities on London's roads?
    Our job is to make the safest and most appropriate use of London's busiest roads. We manage the TfL Road Network (the TLRN or London's 'red routes') and are responsible for the maintenance, management and operation of the Capital's 6,000+ sets of traffic signals


    Contact us for more help or to make a complaint

    Online: Use our online form
    Phone: 0343 222 1234* (option 5)
    Textphone: 0800 112 3456

    *TfL call charges
     
    How to make a complaint

    To make a complaint, please go to the section above that your complaint relates to and contact us using the details provided.

    If your complaint is not resolved to your satisfaction, please let us know. A manager will conduct a review of the issue as part of our escalation process.

    After this, if you feel we still have not dealt with your complaint appropriately, we can arrange for it to be independently reviewed by a Case Management Executive.

    If you are still unhappy with the outcome, you can refer your complaint, depending on the issue, to London TravelWatch or the Local Government Ombudsman.

    London TravelWatch

    Online: www.londontravelwatch.org.uk
    Address:
    London TravelWatch
    169 Union Street
    London, SE1 0LL

    Local Government Ombudsman

    Online: www.lgo.org.uk/
    Address:
    The Local Government Ombudsman
    PO Box 4771
    Coventry, CV4 0EH

    Our commitment to excellent customer services

    We are committed to providing a high-quality service to everyone we come into contact with and welcome your comments and feedback on our services.

    We will listen to complaints, treat them seriously, resolve them as quickly as possible and learn from them so that we can continue improving our service.

    You can read our Customer Promise below.


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