Autopay Problem (2)

Meeting: 
MQT on 2017-12-14
Session date: 
December 14, 2017
Reference: 
2017/5048
Question By: 
Tony Devenish
Organisation: 
GLA Conservatives
Asked Of: 
The Mayor

Question

If the call centre is unable to solve an Autopay problem, is there a method of escalating it?

Answer

Answer for Autopay Problem (2)

Answer for Autopay Problem (2)

Answered By: 
The Mayor

If an Autopay problem remains unresolved after a customer has contacted Transport for London's (TfL's) Contact Centre, the matter can be escalated to a member of the Contact Centre management team who will be able to provide further advice. Alternatively the customer can follow the Congestion Charging complaints procedure which is available on the TfL website at: https://tfl.gov.uk/modes/driving/congestion-charge/contact-us/complaints-procedure.