Transport Compliments and Complaints

Cheshire East Council's Transport Service 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:

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:

Email: Bus Stop Infrastructure or telephone: 01270 371476

Commercial Services:

If your problem is with a commercial service you should make direct contact with the bus company running the service giving as much detail as you can about the journey concerned such as:

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

Passengers can also make a complaint using the new independent Fix My Transport Service.

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:

Cheshire East Transport
Floor 6, Delamere House,
Delamere Street,
Crewe,
CW1 2LL

Telephone: 0300 123 55 00 Monday to Friday 8:30am to 17:00pm or Submit a complaint, suggestion or compliment online.

Bus Users UK

Bus Users UK represents bus passengers. They aim to help communication between bus users and the people that provide your bus service. They organise Bus User Surgeries around the country, set up local groups of bus users and campaign on behalf of bus passengers. You can join Bus Users UK as an individual member; further details on www.bususers.org.

Bus Users UK can also help out if something unsatisfactory happens on your bus journey, whether you're a member or not. If you have a problem on a bus journey, please let the bus company know first.

If you don't feel they have resolved it to your satisfaction, contact Bus Users UK giving them as much detail as you can. They will take things further for you. If they can't resolve it, they are partners in the Bus Appeals Body who will issue a decision about your difficulty.

Bus Users UK
PO Box 119
Shepperton
TW17 8UX

Telephone: 01932 232574
Email: enquiries@bususers.org

Traffic Commissioner Complaints

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

Safety
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
Golborne
Warrington
WA3 2SH

VOSA Helpline: 0300 123 9000

Bus Service Timetables and Journey Planning

Please visit the Bus service timetable and journey planning page for full details of the bus services in East Cheshire.

Cheshire East Transport on Twitter

As well as getting the latest news on service changes and disruption on our website passengers can now follow CECTransport on Twitter.

Contacts

Traveline
0871 200 22 33 Bus and Train times
open 7 days a week 8am to 8pm
closed Christmas Day, Boxing Day and New Years Day