Complaints handling
Making a complaint about London Overground
If you have any complaints or suggestions about how we can improve our service, you can contact us:
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Online: tfl.gov.uk/help-and-contact or by clicking on this link to contact London Overground
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Phone: 0343 222 1234* (option 6) - 08:00-20:00 seven days a week
We work with the industry regulator, the Office of Rail and Road, to understand how satisfied our customers are with the handling of complaints. When you contact us, you may be asked to complete a short survey to help improve the way complaints are handled in future. If you do not wish to take part, we will provide you with the opportunity to opt out of all future surveys.
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 in a number of ways:
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Online at www.londontravelwatch.org.uk
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By email to enquiries@londontravelwatch.org.uk
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By phone on 020 3176 2999. London TravelWatch are open from 0900 to 1700 Monday to Friday, except public holidays
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By post to London TravelWatch, 169 Union Street, London SE1 0LL
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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.
Service disruption
If you’ve been delayed on your London Overground journey, you might be able to get a refund. If you experience a delay to your journey on London Overground of 30 minutes or more, for reasons within our control, we’ll refund you the single fare for the journey you were delayed on.
Your refund may be calculated as set out in the National Rail Conditions of Carriage if the value of the refund will be greater. These conditions apply to journeys on London Overground, including through journeys involving other National Rail train operating companies.
For more information or to apply for a refund, please visit tfl.gov.uk and search for ‘Refunds for delays’.
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.
The Lost Property Office is open from 0830 to 1600 Monday to Friday, except public holidays. Please note that property found at stations which are not managed by London Overground may be held by the station operator.
Oyster
If you have a complaint regarding Oyster or contactless payment, please click here to visit the Help and contact page.
Refunds and replacements
If you choose not to travel, refunds are generally available on single and return tickets and Day Travelcards bought from a London Overground station, provided the ticket is handed in before or on the day of travel. You can also get a refund for Travelcards and season tickets. To apply for a refund, visit tfl.gov.uk/refunds or pick up a refund form from any London Overground ticket office.
If you no longer need your pay as you go credit, visit any Tube station to get a refund. If your Oyster card or ticket is lost or stolen, please visit tfl.gov.uk/refunds for information on how to apply for a replacement.
