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How to complain about bus/coach services

If you have a complaint about a bus or coach service you should write to the operator first, giving as much detail as you can about the journey concerned, and enclosing your ticket if possible.

If you are not satisfied with the operating company's response, you can contact the relevant complaints body.

London, Scotland and Northern Ireland

The following statutory complaints bodies deal with complaints about bus services in their areas:

They can help you with complaints relating to commercial aspects of bus operations, such as fares and service levels, ticketing, timetabling and routings.

• More about London TravelWatch Opens new window
• More about Passengers' View Scotland Opens new window
• More about the Consumer Council for Northern Ireland Opens new window

England (outside London) and Wales

For England (outside London) and Wales, you can send complaints to the Bus Appeals Body, which can help resolve complaints related to unreliability, punctuality, staff behaviour or poor information. However, unlike the organisations in London, Scotland and Northern Ireland, it cannot help with commercial aspects of bus operations.

The Bus Appeals Body can also deal with complaints in other parts of the UK which are outside the scope of the bodies mentioned above, such as coach services.

• Visit the Bus Appeals Body website Opens new window

Changes to services

If a company is unwilling to provide, or continue to run, a service because of insufficient passenger use, your local council or Passenger Transport Executive may be able to help.

• Find your local council
• Find your local Passenger Transport Executive Opens new window

Complaining about standards

Complaints about the standard of bus and coach operators, particularly on:

can also be made to the traffic commissioner for the relevant traffic area, or to the Vehicle and Operator Services Agency (VOSA).

• More about VOSA Opens new window
• Find a traffic commissioner Opens new window

Complaining about bus stops and stations

If you wish to complain about a bus shelter, bus stop or bus station, contact the transport section of your local authority (you can reach them through your your local council).

• Find your local council