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Contact Us

Arriva Rail London

4th Floor, Palestra
197 Blackfriars Road

Customer correspondence is not accepted at this address. Please see ‘Customer services’ for information on contacting TfL’s Customer Contact Centre.


Contact the switchboard by phone on 020 3031 9200.

Please do not call this number for recruitment queries, but instead use the careers email address to contact us.


Media enquiries relating to London Overground service information should be directed to TfL’s press office or call 0343 222 4141 out of hours.

Media enquiries relating to Arriva Rail London should be directed to ARL’s communications team.

Customer services

If you have any complaints or suggestions about how we can improve our service, you can contact TfL online or by telephone on 0343 222 1234* 08:00-20:00, Monday to Friday.

*TfL call charges

If you are unhappy with our response, you can write to London TravelWatch. This is an independent statutory body, established to assist customers with unresolved complaints. You can contact London TravelWatch:

  • Online.
  • By email.
  • By phone on 020 3176 2999, 09:00-17:00 Monday to Friday, except public holidays.
  • By post to London TravelWatch, 169 Union Street, London SE1 0LL.
  • On Twitter at @LonTravelWatch.

Complaints are handled in line with Transport for London’s Complaints Handling Procedure. You can read the procedure on the Transport for London website.


If you’ve been delayed on your London Overground journey, you might be able to get a refund. For more information on refunds for delays or to apply for a refund, please visit TfL’s website.

For information around refunds if you choose not to travel, please visit TfL’s website.

Lost property

If you have lost an item of your property whilst travelling on London Overground, you can register your item online at tfl.gov.uk/lostproperty or by calling 0343 222 1234.


You can contact our careers team via email: careers@arrivarl.co.uk.