How to complain
When things go wrong we aim to fix them as quickly as possible.
If you’re unhappy with something we’ve done, or haven’t done, you can complain:
- In person – to our staff at the station
- In writing – in a letter, or on our online form
- By phone – by ringing our customer services team
We’ll do everything we can to try to resolve the issue.
Find out how to contact us or fill in the online form.
How we deal with your complaint
We aim to handle complaints quickly, so contact us as soon as you can.
We’ll investigate your complaint in full and consider it carefully to make sure it’s treated fairly.
If we’ve got it wrong, we’ll say sorry and promise to put things right.
Read our full complaints handling procedure for details.
If you’re unhappy with our response
Let us know if you’re still not happy after we’ve looked into your complaint, and we’ll see if there’s anything else we can do.
If you’d like to take things further, you can complain to a watchdog.
They will consider your case and can take it up with us on your behalf. The right one to contact depends on whether your complaint relates to travel in London or outside London.