Complaints

Meeting: 
MQT on 2009-11-18
Session date: 
November 18, 2009
Reference: 
2009/3379
Question By: 
Valerie Shawcross
Organisation: 
Labour Group
Asked Of: 
The Mayor

Question

What should passengers do if they believe that Underground station staff has been rude or unhelpful to them?

Answer

Answer for Complaints

Answer for Complaints

Answered By: 
The Mayor

Customers can get in touch via phone, the TfL website, by letter and in person at stations.

Contact details for London Underground (LU) Customer Services are available via a link from every page on the TfL website which also contains the Complaints Policy and Procedure. In addition, passengers can contact the station Supervisor at the station to report incidents; these are then forwarded onto the LU Customer Service Centre to ensure that all complaints are captured. TfL is also updating posters at stations. Customer feedback is passed on to Directors and senior managers, and other members of staff as relevant in order to help improve services. *