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Signposting Customers to London Travelwatch

Questions to the Mayor of London – answered on 16th March 2020.

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Photo of Jennette Arnold Jennette Arnold Labour

How will TfL be improving its processes so that complainants are signposted to other agencies (such as London Travelwatch) when TfL are unable to provide a solution which satisfies the complainant?

Photo of Sadiq Khan Sadiq Khan Mayor of London

Transport for London (TfL) currently provides the contact details of London TravelWatch (LTW) or the Local Government Ombsudsman (LGO) to any customer who is dissatisfied with TfL’s substantive response to a complaint. TfL also makes customers aware of the steps to follow online via https://tfl.gov.uk/help-and-contact/taking-your-complaint-further. The GLA also refers to these organisations as appropriate.

TfL ensures that all staff in its contact centre are briefed on the role of both LTW and the LGO so that these organisations can provide customers with this information consistently.