Please contact us on:
Tel: 0845 275 7054
Fax: 01561 377 983
about a lost, stolen or faulty pass and provide the following details:
Freedom Pass holders who lose or damage their cards will be charged £10 for replacements. Pass holders can pay by debit or credit cards over the telephone on 0845 275 7054.
Alternatively, if you are paying by cheque or postal order, please make your payment of £10 made payable to London Councils.
Cheques or postal orders, made payable to London Councils, should be sent to:
Laurencekirk Business Park
The name and address of the Freedom Pass holder must be written on the reverse of the cheque or postal order and the replacement Freedom Pass Reply Form must be completed and enclosed:
If you are unable to pay the £10 fee by debit / credit card or by cheque / postal order, London Councils will accept cash payment in person.
Cash payment can be made at London Councils Offices Monday-Friday between 10am-4pm.
59½ Southwark Street
Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post in three to five working days.
Please contact the Freedom Pass customer services team via telephone or email, and advise that you have lost or damaged your pass. You will be asked details about the damaged pass or of where and when you lost your pass and if you have a lost property number from the police this will be recorded on the database. This information can be viewed by your borough. You will be asked to confirm your name and address details to verify your identify. Once payment has been made a replacement pass will be ordered.
If you have had two passes replaced and have lost a third in a 12 month rolling period your replacement request will be reffered to your borough. Please note that replacements for lost passes are issued at the discretion of each borough.
If you can see any cracks, splits or bends in the pass this is deemed as damage. The slightest split or bend can affect the aerial and chip that runs through the card, stopping the pass from registering on card readers on public transport. Wear and tear will also damage the aerial in the pass so please ensure your pass is kept in a wallet to prevent it from becoming worn. See the guidance below on protecting your Freedom Pass.
If you contact us to advise that your pass has been stolen, you will be asked for details and to provide a crime reference number. A note will be recorded on your record and this information can be viewed by your borough. You will be asked to confirm your identity before another pass is ordered. If you are unable to provide a crime reference number the pass will be processed as if it has been lost and a £10 charge will be incurred to replace the pass.
We can not offer a refund if you later obtain a crime reference number for the incident; the crime reference must be provided at the time replacement for the fee to be waived
If you contact us and advise that you have a faulty pass, you will be asked the nature of the fault and the location at which the fault was reported (for example bus or tube). You will be advised in the first instance to try your card on a card reader at a different machine and if the fault persists then to contact us again. A note will be entered on your record and this information can be viewed by your borough.
If you contact us again and to report the pass still has a fault, you will be asked to pay £10 and a new pass will be ordered. You will have 5 days in which to return the faulty pass along with a covering letter (including your telephone number) to the following Freepost address once your new pass has arrived:
Freedom Pass Returns
(no stamp is required, this is all you need to write on the envelope)
Upon receipt of your faulty pass London Councils will test the pass to confirm that the pass is faulty and not damaged. A refund of £10 will be given if the card is proven to be faulty.
If your pass is faulty and does not work you will have to present it for visual inspection to continue to travel until the replacement arrives. Please note that when using your pass as a 'flash pass', the transport operator's staff will inspect the pass closely to confirm validity. In this circumstance we suggest you also carry additional proof of identity. Please note that the transport operator may decline to accept a pass where they doubt its validity as per the terms and conditions of the Freedom Pass.
Once you have received the replacement pass, please send the faulty pass to the freepost address on the rear of the pass. If we do not receive the faulty card within 5 days of the replacement pass being issued we will cancel (hotlist) your new pass.
- Keep your card safe at all times.
- Keep your card in its protective wallet - remember you don’t need to take your pass out of the wallet to use it.
- Take care not to bend or scratch your pass or write anything on it.
- Keep your pass away from your mobile phone/pager or anything electronic.
- Be careful to keep your pass away from coins, studs and zippers as they will scratch it.
- Don’t keep your card in your back pocket as it will get damaged if you sit on it.
- Do not insert your card into the ticket slot on Tube or National Rail Stations.
- Remember to touch your pass on the yellow card reader.