Participating Service Providers
Before we can help, the service provider must be given an opportunity to resolve the complaint before it comes to us. Each service provider has a Complaint Handling Procedure (CHP) which outlines the process you should follow if you have a complaint with any aspect of their service. To view a CHP, please click on the logo of the service provider.
Please note that we can only look into your complaint if the service provider is part of our scheme – this can be checked below. If your complaint is not with a participating service provider, we may still be able to let you know where you can take it next. For example, this might be to one of the industry’s watchdogs – such as Transport Focus or London Travel Watch.
* Network Rail are part of the service in relation to stations that they manage.
If you are unsure who your complaint is with, please contact the service provider that you travelled with (or that you think your complaint might be with) and they should be able to help direct you.
A number of stations operated by London Underground, which are also used by train operating companies, are covered by the service. These stations are:
|Amersham||Highbury & Islington||Seven Sisters|
|Blackhorse Road||Kensal Green||South Kenton|
|Chalfont & Latimer||Kenton||South Ruislip|
|Chorleywood||Kentish Town||Stonebridge Park|
|Gunnersbury||North Wembley||Wembley Central|
|Harlesden||Old Street||West Brompton|
|Harrow & Wealdstone||Queen’s Park||West Ham|
|Harrow on the Hill||Rickmansworth||West Ruislip|
Our remit extends solely to incidents at these stations. If your complaint relates to any other aspect of the London Underground, such as another station or a service, please contact Transport for London
The Rail Ombudsman can accept disputes relating to London Overground, TfL Rail and the London Underground stations listed above, where the dispute relates to an incident that occurred on or after 1 April 2022.
The Rail Ombudsman can accept disputes relating to Heathrow Express where the dispute relates to an incident that occurred on or after 1 November 2022.