Suggestions & complaints
Our contact centre is open from 07:00-20:00 Monday to Friday and 09:00-19:00 on weekends. (Times may be different during holiday periods.)
You can also use our online contact form.
If you're unhappy with our services or our policies, we will try to resolve your complaint the first time you contact us. If you're not satisfied with our response, tell us and we'll ask a team manager to review it.
Escalating your complaint
If you're 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 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.
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 congestion charging, taxis, private hire cars, parking or other streets and traffic matters.
Online: How to complain to the LGO
Phone: 0300 061 0614 (08:30-17:00, Monday to Friday)
The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH
Insurance claims or a complaint about an insurance claim
If you want to make a claim under the Cycle Hire Scheme Public Liability Insurance, then please contact our insurance provider.
If you're 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.