Suggestions & complaints

The Contact Centre is open all year round.*

Opening hours are 07:00-20:00 Monday to Friday and 09:00-19:00 on Saturday and Sunday.

If you are not happy with our response you can make a formal complaint. If you are still dissatisfied you can take your complaint to the Local Government Ombudsman.

 *Bank holidays, Christmas and New Year are subject to change.

Christmas Period Opening Hours

24 December 2015 07:00-18:00
25 December 2015 09:00-18:00
26 December 2015 09:00-18:00
27 December-1 January 2016 09:00-18:00

Normal opening hours will resume 2 January 2016

Making a formal complaint

The formal complaint procedure has three stages. Please provide any previous reference numbers that you may have.

Stage one

To make a formal complaint you can:

  • Make a complaint online
  • Call us on 0343 222 6666* between 07:00-20:00 Monday to Friday and between 09:00-19:00 on Saturday and Sunday.

*TfL call charges apply.

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 aim to reply within 10 working days.

Stage two

We aim to resolve most complaints at the first stage. If you are not satisfied with our response then you can email, or write to:

Operations Manager
Cycle Hire
Transport for London
3Y5, 230 Blackfriars Road
London SE1 8PJ

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 still remain dissatisfied after the second stage, you have the right to appeal by email to, or by writing to:

General Manager
Cycle Hire
Transport for London
3Y5, 230 Blackfriars Road
London SE1 8PJ

The General Manager will carry out a full review of your complaint and contact you within 10 working days, or let you know if it is going to take any longer.

London TravelWatch (LTW)

LTW is the Capital's transport watchdog and the statutory appeals body. If you have been through our complaints procedure and are still dissatisfied, you may choose to escalate your complaint to LTW. There are a number of ways you can contact them:
Phone: 020 3176 2999 (Monday to Friday, 09:00-17:00)
London TravelWatch
169 Union Street
London SE1 0LL

More details about LTW's role in the complaints procedure can be found on the London TravelWatch website.

Insurance claims 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 via the agreed process detailed here. 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.


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