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If you have a complaint about a bus or coach service, you should write to the operator first, giving as much detail about the journey concerned, and if possible, enclosing a copy of the ticket. The name and address of the operator must be shown on the vehicle and will also usually be displayed inside. In London, you can complain directly to Transport for London (TFL).
If you are still not satisfied, you can approach the relevant complaints body.
In certain parts of the UK the following statutory complaints bodies are able to deal with complaints about bus services:
For England (outside London) and Wales, complaints should be sent to the bus industry's non-statutory body, the Bus Appeals Body. They may be able to help resolve complaints about unreliability, punctuality, staff behaviour or poor information. However, unlike the organisations in London, Scotland and Northern Ireland, they cannot help with commercial aspects of bus operations or assist with any legal matters.
The Bus Appeals Body can also deal with complaints in other parts of the UK which are outside the scope of the bodies mentioned above, such as coach services.
If your journey was in England, all appeals should be addressed to:
BAB, c/o Bus Users UK
PO Box 2950
Stoke-on-Trent
ST4 9EW
Tel: 01782 442855
Fax: 01782 442856
E-mail enquiries@bususers.org
Website Bus Users UK
If a company is unwilling to provide, or continue to run, a service because of insufficient passenger use, your local council or Passenger Transport Executive may be able to help.
Complaints about the standard of bus and coach operators, particularly on:
If you wish to complain about a bus shelter, bus stop or bus station, contact the transport section of your local authority or council.
