Transport Compliments and Complaints

Transport Service Solutions is committed to providing a high quality service. However, there may be times when you feel that we haven't got it right. We want to listen and learn from what you have to say. Your comments, good or bad are welcomed.

To make a compliment or complaint please read through the information on this page to find the most appropriate option to use.

Before making a complaint please see if any of the quick links below can help answer your question or direct you to further information:

Bus Service Complaints:

The majority of bus services in East Cheshire are operated on a commercial basis without financial support from Cheshire East Council and as such the Council has no jurisdiction over their operation.

Initially, therefore, your complaint should be sent to the operator of the bus service providing as much information as possible:

  • copy of your ticket
  • service number
  • date and time of the journey
  • driver name
  • bus registration number

Bus operators and complaints

Please contact the Operator for further information regarding individual services.

  • Aimee's Travel Tel: 01538 385050
  • Arriva Tel: 0344 800 44 11
  • D&G Bus Tel: 01270 252 970
  • First Tel: 0345 602 0121

If you do not receive a reply or your complaint is not dealt with to your satisfaction you can also contact Passenger Focus or Bus Users UK

Supported Services:

Cheshire East Council demands high standards of service from its contractors. Persistent unreliability or other problems will result in warnings being issued and can lead to early termination of contracts.

Please use the contact details below to report any problems with Council contracted services:

Transport Service Solutions
Floor 1, Municipal Buildings
Earle Street
0300 123 5020 Monday to Friday 8:30 to 17:00.

Traffic Commissioner / DVSA Complaints

You can also make a complaint about the standard of bus and coach operators, particularly on:

  • Safety and vehicle maintenance,
  • Punctuality of local bus services - the Traffic Commissioners expect all bus operators to run their services reliably and on time. This means that 95 per cent of services should depart no more than one minute early and no more than five minutes late.

Bus operators must register local services they intend to operate with the traffic Commissioner. The service registration must include notification of the route to be undertaken together with a copy of the scheduled timetable. Bus operators are legally obliged to run to the registered timetable submitted to the Traffic Commissioner. Failure to do so should be reported to the Traffic Commissioner for the North West (address below). The Traffic Commissioner has powers to investigate the complaint and impose sanctions on operators who fail to run their registered services to the required standard.

Traffic Commissioner for the North West
Beverley Bell
Suite 4
Stone Cross Place
Stone Cross Lane

Bus Stop Infrastructure Damage

Responsibility for the maintenance of a bus shelter can fall with either Cheshire East Council or the Parish Council, depending on which authority provides and owns it. For more information see our Bus Shelters and Stops page or contact us on: Bus Stop Infrastructure and Timetable Display Reporting Form

Contact us

0300 123 5020

Monday to Friday 8:30 to 17:00

Postal Address only:

Transport Service Solutions
Floor 1, Municipal Buildings
Earle Street

For Bus and Train times call Traveline 0871 200 22 33 calls cost 12p per minute plus your phone company's access charge.

The English Traveline call centre opening hours are 7am to 10pm every day except for: Christmas Eve (closing at 8pm), Christmas Day (closed), Boxing Day (9am to 5pm) and New Year’s Day (9am to 5pm)

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