Get in touch
Whether you have a complaint, compliment, suggestion, question or need to report an issue, you can contact us using our online form. We'll make sure your message reaches the right team.
Get in touch online
Other ways to contact us
What can you contact us about?
Make a complaint
Make a suggestion
Give a compliment
Report damage
For questions and simple queries, you can email our Customer Services Contact Centre on [email protected]
Reporting anti-social behaviour (ASB)
In an emergency, always call 999.
You can also let us know about any safety or security concerns on the public transport network by using our get in touch form.
If you experience or witness crime or antisocial behaviour, please report it to either to Merseyside Police or British Transport Police.
Report an offence at Mersey Tunnels
In an emergency, always call 999.
You can report an incident or offence in the Mersey Tunnels by using our get in touch form.
If you are reporting a crime that occurred elsewhere in the Liverpool city region contact Merseyside Police on the non emergency number 101.
Our complaints journey
We'll always try to resolve your concerns quickly and informally. If we're unable to do that, you can submit a formal complaint.
We follow a fair and clear process to investigate your complaint:
- Tell Us - You tell us what happened using our online get in touch form, by phone or in person.
- Acknowledge - We will confirm that we've received your complaint, usually within 2 working days.
- Investigate - We will look into what happened and gather any information we need.
- Decision - We'll aim to send you our full response within 14 days. Complex complaints may take longer, but we will let you know.
- Review - If you're not happy with our response, we will explain the escalation review options to you.
Our commitment to you
We will:
- listen to what you have to say.
- treat your fairly and with respect.
- aim to resolve your complaint in one go.
- explain what went wrong.
- keep you informed.
- learn from your feedback and improve our services.
Read our full Customer Feedback Guidance.
Need additional support?
We want everyone to be able to provide feedback and make a complaint easily.
- Call us on 0300 131 2881 and we can complete the get in touch form for you.
- Email our Customer Services team on [email protected]
- Support is available in person at our Merseytravel Centres.
- We can provide information in other formats.
- Please tell us if you need an interpretor.
- Post your complaint to Comments Team, PO Box 1976, Liverpool, L69 3HN
Read our accessibility information.
Respectful Communication
We welcome feedback and complaints and are committed to listening to your concerns fairly and respectfully.
In return, we ask that everyone treats our staff with courtesy and respect. We have a zero-tolerance approach to abusive, threatening or aggressive behaviour towards anyone working on our behalf.
In most cases, we can work with you to understand your concerns and find a resolution. However, there may be occasions where the way a complaint is being pursued affects how we can respond or continue our investigation.
This may include:
- repeatedly raising the same complaint after it has been fully investigated and concluded
- making excessive or unreasonable demands that make it difficult for us to investigate the complaint
- refusing to engage with the complaints process or provide information needed to investigate
- using abusive, aggressive, threatening or offensive language
- making personal accusations or unfounded allegations against staff
- contacting us excessively about the same issue without providing any new information
If this happens, we may need to change how we communicate with you or, in some circumstances, bring our complaints process to a close. If we take this step, we will explain our reasons to you.
Frequently asked questions
We will normally acknowledge your complaint within 2 working days of receiving it.
We aim to provide a full response within 14 days. If your complaint is particularly complex and requires more time to investigate, we will keep you updated on our progress and let you know when you can expect a response.
Yes. A friend, family member, carer, support worker or other representative can make a complaint on your behalf.
In some cases, we may need your permission before we can discuss the details of your complaint or share information with the person acting for you. This helps us protect your privacy and ensure your personal information is handled appropriately.
If you need support making a complaint, please contact our Comments Team, who will be happy to help.
Ready to get started?
Independent Advice
If you are still unhappy after our final response, you may be able to refer your complaint to the Local Government and Social Care Ombudsman.