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How do you complain to Ankenævnet for Bus, Tog og Metro?

The next step after the operator says no.

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Short answer

Ankenævnet for Bus, Tog og Metro handles complaints from passengers on buses, trains, light rail and metro, such as inspection fees and delays. You must first complain to the transport company and get a written decision before the board can take your case. You then fill in the board complaint form and pay a fee, which in 2026 is 160 kr, or 80 kr if the case is about less than 160 kr or only a matter of principle. You get the fee back if you win fully or partly.

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Why

  1. The board is an approved private complaints board under the Danish consumer complaints act.
  2. The case starts only when the board has both the form and the fee.
  3. Complaints cannot be made by phone.

Details

You can write your complaint in English or a Nordic language, but the decision is written in Danish.

Tip

Describe the case in your own words and attach the written decision from the company.

What may differ

If the board cannot handle a case, it rejects it and returns the fee.

Common misconception

You can send your complaint straight to the board without contacting the company first.

What actually happens

The board takes the case only after the company has given you a written decision you disagree with.

People also ask

  • Can I complain about a kontrolafgift in Denmark?
  • Can I complain to Ankenævnet in English?
  • Do I get the complaint fee back?

Sources

This answer is for reference only. Timetables, routes and fares change, so check the operator before you travel.

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