What to do if your Freedom Pass has been lost, stolen or damaged

Please contact us on:

Tel: 0845 275 7054

Fax: 01561 377 983 

Contact us using our email form

about a lost, stolen or faulty pass and provide the following details:

  • Your name and address
  • Your date of birth
  • Your daytime telephone number
  • Whether the pass is lost, stolen or faulty

Freedom Pass holders who lose or damage their cards will be charged £10 for replacements from 1 November 2012. 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: 

London Councils

Journeycall LTD

Laurencekirk Business Park

Laurencekirk

AB30 1AJ

We ask that the name and address of the Freedom Pass holder is written on the reverse of the cheque or postal order and that the replacement Freedom Pass Reply Form is completed and enclosed:

Replacement Freedom Pass Reply Form Opens in a new window

In the exception that 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.

London Councils

59½ Southwark Street

London

SE1 0AL

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass through the post in three to five working days.

Lost and Damaged

Please contact the Freedom Pass customer services team via telephone, fax 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 for this. Notes will be made on the system and this information can be viewed by your borough. You will be asked to confirm your name and address details to identify you. Once payment has been made a replacement pass will be ordered.

It is intended that where you have had more than 3 passes issued in a rolling 12 month period, on the third application for a pass it will be sent to the borough for processing. Please note that replacements for lost passes are issued at the discretion of each borough.

How can I tell if my Freedom Pass is damaged?

If you can see any cracks, splits or bends in the card this would be 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 our guidance below on protecting your Freedom Pass.

Stolen

If you contact us and advise that you have had your pass stolen, you will be asked when and where this happened, and to provide a crime reference number. Notes will be made on the system and this information can be viewed by your borough. You will be asked to confirm your identity before another pass is ordered. Where you are unable to provide a crime reference number the card 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 of the call in order for the fee to be waived

Faulty

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. Notes will be made on the system and this information can be viewed by your borough.

If you contact us again and advise the card still has a fault, you will be asked to make a payment of £10 and a new card will be ordered. You will have 5 days in which to return the faulty card along with a covering letter (including your telephone number) to the following Freepost address once your new card has arrived:

Freepost

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 card 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 card. If we do not receive the faulty card within 5 days of the replacement pass being issued we will cancel (hotlist) your new pass.

Protecting your pass from damage

  1. Keep your card safe at all times.
  2. Keep your card in its protective wallet - remember you don’t need to take your pass out of the wallet to use it.
  3. Take care not to bend or scratch your pass or write anything on it.
  4. Keep your pass away from your mobile phone/pager or anything electronic.
  5. Be careful to keep your pass away from coins, studs and zippers as they will scratch it.
  6. Don’t keep your card in your back pocket as it will get damaged if you sit on it.
  7. Do not insert your card into the ticket slot on Tube or National Rail Stations.
  8. Remember to touch your pass on the yellow card reader.