Making a complaint Join the campaign

If you’ve made a complaint to a bus or coach operator outside of London and Northern Ireland, and you’re not happy with their response, we can help.

Bus Users is an approved Alternative Dispute Resolution (ADR) Body for bus and coach passengers, and the nominated body for dealing with complaints under the European Passenger Rights Regulation 

We can help with any issue ranging from driver rudeness to a late or early bus. Unfortunately, we can’t help other road users or claims for personal injury, events involving the police, or issues with timetables and fare prices.

You can download full details of our complaints process at Complaints Process

To request a copy of the complaints process or to make a complaint, click the 'Contact Us' tab below, go to Online complaints, email us at or call 0300 111 0001. 

If you prefer to send a letter, please post it to the office of the country in which the problem occurred:

Wales, Scotland or England (outside London).

If your complaint relates to a journey in London or Northern Ireland and you've been in touch with the relevant operator, then you need to contact London Travelwatch or The Consumer Council for Northern Ireland 

Bus Users does not charge passengers for handling complaints.

Bus Users is independent and impartial in its handling of all complaints