If you have a complaint about a journey then the first thing you need to do is talk to the bus or coach company.
We can’t normally get involved until they’ve had a chance to resolve your issue, so please use the links on the Contacting the operator section to find the relevant operator.
You need to tell the operator:
- what service you were using
- where you planned to get on and off
- the precise date and time of the incident
- what went wrong.
Give the operator as much information as possible including the registration number of the vehicle, or the driver number if you have it. If you have a ticket for your journey, that may have the detail you need.
If you're not happy with the way the bus company handles your complaint, you'll need to contact:
The Consumer Council for Northern Ireland if your journey was in Northern Ireland
Or Bus Users, if your journey was anywhere else in Britain, or on a long-distance express coach (even in London).
To find out how we can help, visit Complaints Process or get in touch on the 'Contact us' tab below to request a hard copy.
To make a complaint, email email@example.com call us on 0300 111 0001 or visit Online complaints
Bus Users is independent and impartial in its handling of all complaints