Safety permit complaints

If you're unhappy with the London DVS and HGV safety permit application service, or have a suggestion of how we can improve it, we'd like to hear from you.

If your complaint is about any other TfL services, please go to Help & contacts.

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 1

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

  • Make a complaint online
  • Phone: 0343 222 1111 (call charges may apply)
    International : +44 (0)343 222 1111
    Textphone: 020 7310 8999 if you have impaired hearing
    Please make sure you have all the relevant details to hand before calling.
  • Write to:
    Customer Services Manager
    PO Box 335
    Darlington DL1 9PU

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 2

If you are still unhappy after the second stage, you may ask us to conduct a final review by writing to:

Customer Correspondence Manager
TfL Road User Charging
4th Floor
5 Endeavour Square
London E20 1JN

The Customer Correspondence Manager will conduct a review, usually within 10 working days, and will respond with our final position.

Stage 3

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 final 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, such as 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

Website: www.lgo.org.uk

Complaints about Penalty Charge Notices

Do not use the Safety permit complaints system for disputes over Penalty Charge Notices (PCNs). These have their own statutory representations and appeals procedure.

You can find more information about this procedure on the PCN itself.