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:
If your journey was in Scotland and on either a bus or tram, please contact Bus Users at:
8b McDonald Rd
If your journey was in Wales, please contact Bus Users at:
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
Tel: 020 3176 2999 (Monday to Friday, 09.00 to 17.00)
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
116 Holywood Road
Tel: 0800 121 6022
Complaints or appeals for tram services are normally made to the network operator or promoter.