Bus Complaints

Passenger Focus is unable to help passengers with specific complaints about bus and coach (scheduled domestic) services. However there are other organisations that will be able to help you. Their various roles and contact details are all explained below.

England and Wales

If you have an individual bus or coach complaint in England and Wales (except London), please let the bus or coach company know first. If you don’t feel it has been resolved to your satisfaction, you can raise it with Bus Users UK, an independent group championing the interest of bus users and campaigning for better bus and coach services. Please give as much detail as you can and this organisation can take things further for you.

If it can't be resolved at this stage, Bus Users UK is a partner in the Bus Appeals Body, which will issue a decision about your complaint.

If your journey was in England, please contact Bus Users UK at:

Station Approach
Shepperton
TW17 8AS

Tel:0300 111 0001
Email: enquiries@bususers.org
http://www.bususers.org

If your journey was in Wales, please contact Bus Users Wales at:

PO Box 1045
Cardiff
CF11 1JE

Tel: 0300 111 0001
Email: enquiries@bususers.org

Further details of the Bus Appeals Body at http://www.busappealsbody.co.uk/

Scotland

If you have an individual bus or coach complaint, please let the bus or coach company know first. If you don’t feel it has been resolved to your satisfaction, you can raise it with Bus Users UK, an independent group championing the interest of bus users and campaigning for better bus and coach services. Please give as much detail as you can and this organisation can take things further for you.

If your journey was in Scotland, please contact Bus Users Scotland at:

Bus Users Scotland
8b McDonald Rd
Edinburgh
EH7 4L

Tel: 0300 111 0001
Email enquiries@bususers.org

London

If you have an individual bus or coach complaint, please let Transport for London know first.  If you don’t feel it has been resolved to your satisfaction, you can raise it with London TravelWatch - details below.

Dexter House
2 Royal Mint Court
London
EC3N 4QN

Tel: 020 31762999
www.londontravelwatch.org.uk

Northern Ireland

The Consumer Council will only get involved if the bus or coach company has had an opportunity to deal with the complaint. Contact details are:

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

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

Tram services

Complaints or appeals for tram services are normally made to the network operator or promoter.