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Our services

How can TfA help you?

There are many ways in which our Accessible Transport Advice Team can help you: whether you are looking for advice regarding accessible transport in London, want to make a complaint, or want to tell us about transport in your area. The support we provide is free of charge and impartial.

IMPORTANT – Please note that we ONLY deal with questions related to transport access in London. If you are not a Disabled or older person or a carer and your call is a general enquiry, you should phone Transport for London.

How to contact us

Our lines are open Monday to Friday, 10am to 1pm and 2pm to 5pm.

Alternatively, you can use our complaint online form: click here.

You can also have a look at our website, packed with information about accessible transport in London:

Public Transport spaceDoor to Door spaceConcessionary Travel spacePersonal Transport spaceCommunity Transport

Tell us your transport issues

If you have a complaint about a London Transport service and are unsure how to complain, we are here to help you. We are happy to act on behalf of Disabled and older Londoners who have a complaint to make about a transport service. We receive complaints about a whole range of problems, such as not being able to book a journey, appeals against a declined application, or being discriminated against by drivers.

What information we need

Please give us as much information as possible. It will help us to process your complaint quickly.

The more information you can collect about the incident, the more successful your complaint will be. Please send us:

Once we have received your details, we will contact you within a week. We will discuss with you all your options and agreed actions before contacting the service provider on your behalf. We’ll let you know when we receive a reply and let you know the outcome.

If we think your complaint requires legal assistance, we will refer you to relevant agencies or solicitors.

Personal information: Some of the questions we ask (about your impairment and ethnicity) are required by our funders and helps to ensure we are delivering the right kind of service. However, if you do not wish to answer these questions, you don’t have to.

We treat your personal information as confidential and it will ONLY be given to the service provider you wish to complain to. We will NOT share your personal information with any other third party.

Please contact us if you have any questions regarding our data protection policy.