If you're unhappy with the Congestion Charge service you receive, or have a suggestion of how we can improve it, we'd like to hear from you.
If your complaint is regarding any other aspect of the services we deliver, please see 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.
Choose from one of the following three options to lodge a formal complaint:
- Make a complaint online
- Phone: 0343 222 2222 (TfL call charges)
International : +44 343 222 2222
Textphone: 020 7649 9123 if you have impaired hearing
Please make sure you have all the relevant details to hand before calling.
- Write to:
Customer Services Manager
Congestion Charging
PO Box 344
Darlington DL1 9QE
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.
If you're not satisfied with our response, you can write to:
Customer Correspondence Manager
TfL Road User Charging
4th Floor
5 Endeavour Square
London E20 1JN
We will respond to your complaint within 10 working days. If a full investigation is needed it may take a little longer, but we'll let you know the reasons for the delay.
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 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.
