Bus complaint advice
19 November 2020
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.
Complaints in the UK (outside of London and Northern Ireland)
If you have a complaint about a bus or coach journey in the UK (outside of London and Northern Ireland) 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, the only approved Alternative Dispute Resolution Body for bus and coach services. You can contact Bus Users by post, phone or online to act on your behalf to resolve your complaint.
22 Greencoat Place
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