What happens if we cannot take your complaint further?

If we cannot take up your complaint, we will let you know why we can’t. We will also, where possible, suggest alternative options available or transfer your complaint to another organisation that may be able to help you further. For example, this might be one of the industry’s watchdogs – such as Transport Focus or London TravelWatch. If we do this, we will aim to transfer your complaint within a week. Once transferred, we will close your case.