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Process for Customer Complaints About Buses

Questions to the Mayor of London – answered on 28th February 2020.

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Photo of Joanne McCartney Joanne McCartney Labour

Could you tell me what the process is for when customers make complaints to TfL regarding the buses? A constituent was told they would have to contact the bus operator themselves as opposed to TfL getting in touch then replying to the constituent.

Photo of Sadiq Khan Sadiq Khan Mayor of London

Customers wishing to make a complaint about bus services should contact Transport for London’s (TfL’s) Customer Services department. It’s contact details are provided below. Dependant on the nature of the complaint, TfL will then contact the relevant bus operator to investigate. Once its investigations are complete, TfL will review the outcome and then respond directly to the customer.

There are only two circumstances where TfL would advise a customer to contact the bus operator directly. The first is if they have been involved in an accident or injury and are pursuing a claim as TfL does not get involved in the claims handling process. The other is where a customer has lost an item within 5 days of contacting TfL. (TfL’s Lost Property team handle all other lost property contacts).

0343 222 1234

TfL Customer Services,

4th Floor, 14 Pier Walk,

London, SE10 0ES https://tfl.gov.uk/help-and-contact/contact-us-about-buses