Working in partnership with London TravelWatch

Handling complaints and appeals from bus passengers

08 October 2009

This report explains how Passenger Focus believes it can best contribute to an improvement in the way complaints, and appeals (where the passenger seeks to take the complaint further)  are handled by the bus industry in England (outside London).

In addition to downloading Passenger Focus’s report below, you can also download the report produced by JMP, the research agency which carried this research. 

handling_complaints_and_appeals_from_bus_passengers__october_2009.pdf
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