Skip to content Skip to menu
Menu
Liverpool City Region CA Logo and Metro Mayor Logo Liverpool City Region and Metro Mayor
Illustrated Liverpool skyline featuring local landmarks including the Royal Liver Building, Liverpool Town Hall, Liverpool Cathedral, Metropolitan Cathedral, Liverpool Wheel, Everton Stadium and waterfront buildings.

Making a complaint

We're here to listen.  If something's gone wrong, or you have a suggestion to help us improve, please let us know.

How to give feedback or make a complaint

We welcome your feedback and want to hear about your experience. Choose the option that works best for you.
Illustration of a digital form or document with three fields and a highlighted yellow button, with a mouse cursor pointing at the button

Tell Us

Complete our online form at a time that suits you.  It's available 24 hours a day, 7 days a week.

 

 

Location pin icon outlined in dark blue with a yellow circle in the centre, representing a map location or place marker.

Visit Us

Visit one of our Merseytravel Centre's if you prefer to speak to someone in person.

 

 

Telephone handset icon with blue signal waves, representing a phone call or contact by telephone.

Call Us

If you need help making a coplaint, call us and we'll guidce you through the process.

 

 

Complete Form
Find a Merseytravel Centre
Call 0300 131 2881
Please provide as much detail as possible so we can investigate your complaint fully and fairly. The more information you can give us about what happened, when and where it occurred, and any relevant reference numbers or supporting evidence, the quicker we can understand and address your concerns.

What happens after you make a complaint?

 

We'll send you a confirmation to let you know we've received your complaint.

We'll check whether the complaint is something we can deal with. If it isn't, we'll explain why and, where possible, direct you to the organisation that can help.

A member of our team will review your complaint and gather any information needed to investigate it. If we need more details, we'll contact you.

If you've provided your contact details, we'll aim to respond as quickly as possible and no later than 14 days after receiving your complaint. If we need longer to investigate, we'll let you know and explain why.

Some complaints can take longer to resolve, especially if they are more complex. If this happens, we'll keep you updated on our progress and let you know when you can expect a response.

What happens when you make a complaint

 
We aim to resolve complaints as quickly as possible. Most issues can be dealt with at the first point of contact. If further investigation is needed, we'll review your complaint, keep you updated and explain your options if you're unhappy with the outcome.

Stage 1

Two overlapping speech bubbles, representing feedback, comments, complaints or customer communication
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'll acknowledge it and provide you with a reference number.

Stage 2

Magnifying glass icon representing the investigation and review of a complaint.
We will investigate your complaint and gather any information needed to understand what happened. We'll aim to respond as soon as possible and, in most cases, within 14 days. If we need longer to complete our investigation, we'll let you know and keep you updated.

Stage 3

Checklist document icon with ticked boxes, representing a complaint being reviewed and processed.
If you're not happy with our response, you can ask us to review your complaint. A senior officer who wasn't involved in the original investigation will look at your complaint again and provide a final response.

Stage 4

Information icon representing guidance, advice or helpful information.
If you're still not happy after we've completed our complaints process, you can contact an independent organisation, such as the Local Government Ombudsman, to review your complaint. We'll provide details of the appropriate organisation where this applies.

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.

 

Want to know more? Read our full Customer Feedback Guidance for Making a Complaint by clicking the button below.
Customer Feedback Guidance