Queries and Complaints

The Crossrail helpdesk is responsible for handling all queries and complaints in relation to Crossrail works and aims to respond to all general queries within 20 working days. They are contactable on 24 hour helpline 0345 602 3813 or helpdesk@crossrail.co.uk

The Helpdesk will try, in the first instance, to resolve the complaint through Crossrail Limited, London Underground Limited, or the works partners and contractors working on their behalf (including Network Rail on their Crossrail works). However, any member of the public who feels they have not received information that they require from the Nominated Undertakers, and has been unable to resolve this issue in communication with the Nominated Undertakers, may ask the independent Crossrail Complaints Commissioner to adjudicate.

He cannot consider issues of:- 

• property blight or property purchase
• matters considered by Parliament in approving the Crossrail Act
• project details which are subject to the approval of the local planning authorities.

The application must be submitted in writing and the Complaints Commissioner must respond within 28 days, unless a further time limit is agreed. For more information please refer to the Crossrail Complaints Commissioner website.