Complaints

We can investigate any of the following through our 3 stage complaints procedure:

• An unsatisfactory level or quality of service provided by us.
• Concerns about service delivery or non-delivery by us.
• A failure to provide information or give the correct information.
• A failure to follow our agreed policies and procedures.
• A complaint about the behaviour of staff or contractors employed by us.

1. We treat all complaints seriously, whether they are made in person, or by telephone, letter, fax or email.
    
2. We will treat complainants with courtesy and fairness at all times.
    
3. We will aim to meet the timescales set down within our procedures and if, for any reason, we require further time we will tell the complainant the reason why and let them know when we will be able to reply in full. Stage 1 complaints will be responded to in 15 working days, stage 2 and 3 complaints in 20 working days.
    
4. We will not treat a complainant less favourably than anyone else because of their:
   1. Age
   2. Disability
   3. Gender reassignment
   4. Marital or civil partnership status
   5. Pregnancy or maternity status
   6. Race
   7. Religion/belief
   8. Sex
   9. Sexual orientation
       
5. If a complainant requires assistance in making their complaint, we will provide appropriate help, which may include putting people in touch with a suitable agency which can assist them in making their complaint.

Barking and Dagenham website

Telephone: 020 8227 2334/2325

Email: mobility@lbbd.gov.uk

Barnet website

Telephone: 020 8359 4131

Bexley website

Email: travelawards@inspirecommunitytrust.org

Brent website

Telephone: 020 8937 5796

Email: independenttravelteam@brent.gov.uk

Bromley website

Telephone: 030 0303 8669

Camden website

Telephone: 020 7974 6435

Email: cats@camden.gov.uk

City of London website

Telephone: 020 7332 1224

Croydon website

Telephone: 020 8726 7100

Email: travel.service@croydon.gov.uk

Ealing website

Telephone: 020 8825 8161

Email: csprocessing@ealing.gov.uk

Enfield website

Telephone: 020 8379 1000

Email: ctravel@enfield.gov.uk

Greenwich website

Telephone: 020 8921 2387

Email: mobility-duty@royalgreenwich.gov.uk

Hackney website

Telephone: 0208 356 6262

Email: mobilityteam@hackney.gov.uk

Hammersmith and Fulham website

Telephone: 020 8753 6681

Email: freedompasses@lbhf.gov.uk

Haringey website

Harrow website

Telephone: 020 8901 2680

Email: concessionarytravel@harrow.gov.uk

Havering website

Telephone: 01708 434 343

Hillingdon website

Telephone: 01895 556633

Email: SocialCareDirect@hillingdon.gov.uk

Hounslow website

Telephone: 020 8583 3073

Email: freedom.pass@hounslow.gov.uk

Islington website

Telephone: 020 7527 8444

Email: freedom.pass@islington.gov.uk

Kensington and Chelsea website

Telephone: 020 7361 2390

Email: accessible.transport@rbkc.gov.uk

Kingston upon Thames website

Telephone: 020 8547 5005

Email: concessionarytravel@kingston.gov.uk

Lambeth website

Telephone: 020 7926 7777

Lewisham website

Telephone: 020 8314 9844

Merton website

Telephone: 020 8274 4901

Newham website

Telephone: 020 8430 2000

Redbridge website

Telephone: 020 8554 5000

Email: Redbridge.freedompass@necsws.com

Richmond website

Telephone: 020 8831 6312

Email: AccessibleTransport@richmond.gov.uk

Southwark website

Telephone: 020 7525 2146

Email: disabledtravel@southwark.gov.uk

Sutton website

Telephone: 020 8770 4578

Email: concessionarytravel@sutton.gov.uk

Tower Hamlets website

Telephone: 020 7364 5003

Email: mobility.support@towerhamlets.gov.uk

Waltham Forest website

Telephone: 020 8496 3000

Email: mobility.services@walthamforest.gov.uk

Wandsworth website

Telephone: 020 8871 8871

Westminster website

Telephone: 020 7823 4567 (option 3)

Email: Freedompass@westminster.gov.uk

WCC Application form & guidance: Physical Disability or Learning Disability

WCC Application form & guidance: Mental Health Disability