Complaints procedure

We trust that the services you receive from us are of the quality that you expect. There may be times when you are unhappy with the service you receive, or you may wish to make a suggestion of how we can improve it.

We also know there may be times when you wish to tell us that you are happy with a service.

To contact us for any reason other than to complain please write to Customer service.

Your complaints, suggestions and compliments are important to us. They help us to improve our service, so don't be afraid to let us know your views.

If you have concerns with a particular aspect of our service you can discuss your complaint with staff in our Customer Service team. They will try to resolve the problem without you having to make a formal complaint.

If you are not happy with their response, then you can make a formal complaint.

How do I make a complaint?

The formal complaint procedure has three stages. It would help us if you could provide any previous reference numbers that you may have.

Stage one

If you are dissatisfied with a particular aspect of our service, please choose from one of the following three options to lodge a formal complaint about Congestion Charging:

Make a complaint online
Call us on 0845 900 1234 (calls to our 0845 number are charged at no more than 4 pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your network provider)
International callers phone +44 207 649 9122
Textphone 020 7649 9123 if you have impaired hearing

Please make sure you have to hand all the relevant details to hand before calling.

Alternatively you can write to:

Customer Services Manager
Congestion Charging London
Freepost NAT6416
PO Box 2985
Coventry
CV7 8BR

When you submit your complaint please indicate whether you want us to respond by email, post or by telephone.

Written replies will normally be sent within 10 working days.

Stage two

We aim to resolve most complaints at the first stage. If you are not satisfied with the manager's response then you can complain to:

Head of Operations
Congestion Charging
Transport for London
Windsor House
42 - 50 Victoria Street
London
SW1H 0TL

A response to your complaint will be made within 10 working days. In cases where a full investigation may take a little longer, we will let you know the reasons for the delay and a date by which you will receive a response.

Stage three

If you are still unhappy after the second stage, you have the right to appeal in writing to:

Director of Congestion Charging
Congestion Charging
Transport for London
Windsor House
42 - 50 Victoria Street
London
SW1H 0TL

The Director will aim to carry out a full review of your complaint within 10 working days, and will let you know if it is going to take any longer.

Local Government Ombudsman (LGO)

The LGO is an independent national service that investigates complaints against local authorities.

If you have been through our complaints procedure and are still dissatisfied, you may choose to escalate your complaint to the LGO at the address below.

You are entitled to contact the Ombudsman without completing our process, but in such cases the Ombudsman may refer your complaint back to us, to allow us the opportunity to resolve your issue.

Local Government Ombudsman - Congestion Charging
10th Floor
Millbank Tower
Millbank
London
SW1P 4QP
Fax: 020 7217 4621

How to complain to the Local Government Ombudsman (PDF 590KB)

Do you use this procedure to deal with complaints about Penalty Charge Notices?

No, disputes over Penalty Charge Notices (PCNs) have their own statutory representations and appeals procedure. You will find more information about this procedure on the PCN itself.

Immobilisation or removal of vehicles

If your complaint is related to the service that you received during the clamping or removal of your vehicle, you may contact the manager for that service at the address below. If you wish to challenge the clamping and removal itself, this should be dealt with through the statutory representations and appeals procedure which is detailed on the Penalty Charge Notice.

Congestion Charging Vehicle Storage Pound
Depot Road
Off Wood Lane
White City
London
W12 7RP