If you have a complaint

Rail services
If you have a complaint about the railway or the service you have received from a train company then you should complain to the service provider involved. Most complaints can be resolved in the first instance by dealing directly with the company responsible.


We cannot become involved until the train company has had a chance to resolve the matter for you, but we are happy to give you advice about the best way to make your complaint.

If you are unhappy with the outcome of your complaint or you do not feel the train company handled it appropriately you can ask us to follow it up.

Bus and coach services

If you have contacted a bus or coach operator and have not received a satisfactory response, you may wish to contact one of the following organisations who deal with bus and coach passenger complaints in your area:

England


The Bus Appeals Body
c/o BUS USERS UK
PO Box 2950
Stoke-on-Trent
ST4 9EW

Telephone: 01782 442855
www.busappealsbody.co.uk

London

London TravelWatch
6 Middle Street
London
EC1A 7JA


Telephone: 020 7505 9000
www.londontravelwatch.org.uk

Scotland

Bus Passengers’ Platform
Area 2-D Dockside
Victoria Quay
Edinburgh
EH6 6QQ

Telephone: 0131 244 1709
www.scotland.gov.uk/Topics/Transport/ptuc/Signposting

Northern Ireland

The Consumer Council
Elizabeth House
116 Holywood Road
Belfast
BT4 1NY

Telephone: 0800 121 6022
www.consumercouncil.org.uk

Wales

Bus Users UK
PO Box 1045
Cardiff
CF11 1JE

Telephone: 029 2022 1370
www.bususers.org

 

British Transport Police
If your complaint is about the British Transport Police or the conduct of its Officers or Staff then you should complain directly to the British Transport Police.