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Bus complaints

Transport 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, Wales and Scotland

If you have a bus or coach complaint in England, Scotland or 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, a registered charity and an approved Alternative Dispute Resolution body for the bus and coach industry. Please give as much detail as you can and this organisation can take things further for you.

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

Princes Exchange
Princes Square
Leeds
LS1 4HY

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

If your journey was in Scotland and on either a bus or tram, please contact Bus Users at:

8b McDonald Rd
Edinburgh
EH7 4L

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

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

Leckwith Offices
Sloper Road
Cardiff
CF11 8TB

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

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.

169 Union Street
London
SE1 0LL

Tel: 020 3176 2999 (Monday to Friday, 09.00 to 17.00)

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.

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