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How to complain about bus or coach services

If you have a complaint about a bus or coach service, you should write to the operator first. Give as much detail as you can about the journey concerned and enclose 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

These 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, like fares and service levels, ticketing, timetabling and routings.

• London TravelWatch Opens new window

• Passengers' View Scotland Opens new window

• 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. They can help resolve complaints related to:

• unreliability
• punctuality
• staff behaviour
• poor information

However, unlike the organisations in London, Scotland and Northern Ireland, they can't help with commercial aspects of bus operations.

They can, however, deal with complaints in other parts of the UK that are not covered by the organisations in London, Scotland and Northern Ireland. These include, for example, complaints about coach services.

• Visit the Bus Appeals Body website Opens new window

Changes to services

If a company can't provide, or continue to run, a service because of insufficient passenger use, you may be able to get help from:

• your local council
• a Passenger Transport Executive

• 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 include issues around:

These types of complaints should be made to:

• the traffic commissioner for the relevant traffic area
• the Vehicle and Operator Services Agency (VOSA)

• Find a traffic commissioner Opens new window

• Vehicle and Operator Services Agency (VOSA) 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 council.

• Find your local council

Useful contacts

• Bus Appeals Body Opens new window

• London Travelwatch Opens new window

• Consumer Council for Northern Ireland Opens new window

• More about Passengers' View - Scotland Opens new window