Transport Compliments and Complaints

Passenger Focus

Are an independent public body set up by the Government to protect the interests of England’s bus passengers outside London, coach passengers on scheduled domestic services and tram passengers.

• Passenger Focus Website

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

• Telephone: 0300 123 9000
• VOSA Helpline: 0113 254 3261
• Fax: 0113 249 8142
• Website: www.gov.uk
• Freedom of Information Requests