Member Relations

Are you a vulnerable member?


The Transport Friendly Society is committed to ensuring that vulnerable members are treated with care, attention and respect.

Ensuring that Members in vulnerable circumstances are treated not only fairly, but with understanding and sensitivity to their circumstances is one of our priorities. A vulnerable member is defined as someone who has personal circumstances that place them at a higher risk of harm, particularly if a company does not act with the correct level of care.

Living with a disability or illness does not in itself necessarily make someone vulnerable. It is the person’s situation and any barriers that they may face to accessing services that may make them vulnerable. A person may be vulnerable without any disability or illness due to their personal circumstances. For example, if they are recently bereaved or living alone or in poor living conditions.

In order to enable our staff to correctly address the needs of a vulnerable member, it is important to be able to identify them first. Therefore, if there are any issues relating to your health and/or your personal circumstances which you think we should be aware of then please let us know, (on a voluntary basis), so that we can provide you with the appropriate level of care and support.

Keeping you informed

Keeping you informed

Everyone at Transport Friendly Society is committed to giving members clear information about our products and to answering queries promptly.

This website contains lots of information about the Society, its Board of Management and the way it operates, as well as details about the products, services and benefits we provide.

Our aim is simple – to keep you well informed about the Transport Friendly Society and to listen to your comments, experiences or suggestions.

Your feedback matters

Your feedback matters

We are interested in your feedback! If you have time, please take a minute to complete either of the surveys below. We review all submitted surveys with the aim of improving our products and services.

Member Expectations Survey

Member Satisfaction Survey

We welcome your views on the way the Society is run, including suggestions for improvements. If you have any comments, concerns or any queries please contact the Society at or call us on 020 7833 2616.

Updating your details

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Contact Details Up-to-date

If any of your contact details (address, telephone number or email address) have changed since your membership of the Society started, please let us know so that we can update our records and stay in touch with you.


Change Employer

If you change your employer, please get in touch with our membership department, using the contact details shown above. They will let you know what you need to do to continue your membership of the Society.

Complaints Procedure

Complaints Procedure

If you have a complaint or are not satisfied with any aspect of the Society, its products or services then please contact us. If the complaint is not dealt with to your satisfaction you can refer your complaint, free of charge, to the:

Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone 0800 023 4567

If you decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of our final response. If you do not refer your complaint within this time period, we may withhold our permission for the Financial Ombudsman Service to consider your complaint.

Following this complaint procedure does not affect your rights to take legal action.

Complaints Procedure

Last Updated: March 2023