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Crossrail Complaints Procedure

We take seriously every complaint about Crossrail construction works and we make every effort to resolve complaints without undue delay.

Complaints should be made to the Crossrail Helpdesk by telephone (0345 602 3813), by email (helpdesk@crossrail.co.uk) or by letter (Crossrail Ltd, FREEPOST CROSSRAIL, no postage required).

Once we receive a complaint we follow the process below:

  1. We will send you an acknowledgement by the next working day with a unique Crossrail reference number.
  2. A member of our Community Relations team will investigate your complaint and we will provide you with a full response, including any actions that will be taken, within 10 working days. Wherever possible we will respond in a shorter timescale.  In cases where a full investigation may take a little longer we will let you know the reasons for the delay and a date by which you will receive a final response.*
  3. Once we have provided you with our response, we will let you know that we consider the investigation closed.
  4. If you are dissatisfied with the outcome of your complaint please notify the Crossrail Helpdesk, quoting the original Crossrail reference number. Your complaint will be reviewed by a Crossrail manager and we will provide you with the outcome of this review within a further 20 working days.
  5. Where we are unable to resolve your complaint and if we believe that there is nothing further that can be done, we will inform you in writing by email or letter.  At this stage, you may wish to take your complaint to the independent Crossrail Complaints Commissioner.

Complaints received from Crossrail surface works will normally receive a response from Network Rail’s Crossrail team who can be contacted via their dedicated 24-hour National Helpline on 03457 11 41 41 or CRCrossrail@networkrail.co.uk. Complainants are welcome to contact either Crossrail or Network Rail.

In order to respond to your complaint it may be necessary to liaise with a third party such as Transport for London, Network Rail or a Local Authority. We will forward details of the complaint to that third party (which may include your personal details)  in order for them to investigate it fully and be able to contact you if required.

* Please note that while we will provide a response within 10 working days, some actions may take longer to complete (e.g. investigating a case that requires interface with a third party such as Transport for London, Network Rail or a Local Authority).

This procedure will be kept under review. Page last updated October 2016.

Damage to Property

If you think that your property has been damaged as a result of Crossrail works please contact the Crossrail helpdesk on 0345 602 3813 or helpdesk@crossrail.co.uk to provide your contact details and a description of the alleged damage.

Crossrail will register your claim and appoint an independent loss adjuster to assess the damage. The loss adjuster will contact you within 24 hours of their appointment to make arrangements to visit and view the damage. Following this visit the loss adjuster will write to you by email or letter within 28 days informing you of the action being taken to process your claim. The loss adjuster will update you on the progress of your claim as necessary, and will respond to any queries from you within 5 working days of receipt. If you are not satisfied with the response from the loss adjuster please contact the Crossrail helpdesk so that we can pass your concerns to the Crossrail Insurance Manager who will review your claim and respond promptly.

Claims under £5000 will be dealt with via Crossrail’s small claims scheme. The small claims scheme is designed to allow for quick settlement of lower value claims, such as damage to personal property. Crossrail will register your claim under the small claims scheme and appoint an independent loss adjuster to assess the damage. The loss adjuster will contact you within 5 working days of their appointment and claims will be settled within 28 days unless an extension is agreed by both parties. Claims dealt with under the small claims scheme may not require a visit by the loss adjuster and may be dealt with through correspondence with you.

If you are not satisfied with the decision from the loss adjuster in the case of a small claim you can request that the Crossrail Complaints Commissioner adjudicates.

This procedure will be kept under review. Page last updated September 2016.

Data Protection

Crossrail operates in accordance with the Data Protection Act 1998 and the policy statement as set out below. If at any time you no longer wish to receive information from us please let us know in writing or by email.  Please refer to our Privacy Statement for further information.

24/7 Crossrail Helpdesk

Contact our Public Helpdesk on 0345 602 3813 24 hours a day, 365 days per year