Transport for London
Transport for London's Travel Information department offers assistance with Santander Cycle Hire services. Callers can inquire about cycle hire locations, pricing, and membership details. The department also handles reports of lost, stolen, or faulty cycles and keys. Membership keys can be purchased for quicker bike access. Feedback, complaints, and suggestions about the cycle hire scheme are welcome. Operating hours are 07:00-20:00 on weekdays and 09:00-19:00 on weekends. Peak times may lead to longer wait times, so calling during off-peak hours is advisable. Immediate reporting of lost or stolen cycles is crucial to limit liability.
Updated 15 Dec 2025
Expected outcomes
- Inquire about cycle locations
- Report lost or stolen cycles
- Purchase membership key
- Submit feedback or complaints
- Get pricing details
- Report faulty cycles
- Ask about membership benefits
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account details
- Cycle number
- Docking station location
- Payment method
- Incident details
- Membership registration
Known issues
Some users experience long wait times during peak hours. To avoid delays, try calling outside of these times or use online forms for non-urgent issues. There is a risk of being charged up to £300 for lost or unreturned bikes, so it is important to report any issues immediately to minimize liability. Always ensure that cycles are properly docked and report any faults promptly to avoid unexpected charges. For lost or stolen cycles, providing detailed incident information can help resolve issues more efficiently.
