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Make a complaint

If you’re not happy with the way a bus or coach operator has handled your complaint, we can help

Find out more

Bus Users UK is an approved Alternative Dispute Resolution (ADR) body for the bus and coach industry


Our complaints service is free to use and we’ll make sure your complaint is handled fairly, and as quickly as possible.


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Complaints we can help with

We can help with complaints about...
  • Service Reliability
  • Driver/Staff Attitude – including customer service issues
  • Frequency of service
  • Vehicle condition
  • A bus failing to show or stop
  • Infrastructure
  • Capacity
  • Disability and accessibility Issues
  • Ticketing and concessionary pass issues
  • Personal Injury or accident
  • Incorrect/Inadequate information
  • Smoking
  • Luggage
  • European Passenger Rights Regulation
We can't help with complaints that...
  • Have not been raised with the operator
  • Relate to journeys in London or Northern Ireland
  • Were raised with the operator over 12 months ago
  • Relate to legal, commercial or policy decisions on the part of an operator or local authority
  • Are from a minor who does not have permission from a legal guardian
  • Are the responsibility of the tour operator (eg issues around accommodation or food)
  • Are from anyone other than a bus passenger (eg pedestrians or car drivers)
  • Are subject to legal action
  • Have been considered by another approved ADR body or court
  • Are from someone with a history of vexatious, frivolous complaints or abusive behaviour towards our staff
  • Would impair the effective operation of our organisation
Have a question?

Take a look at our FAQs

Complaints process
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Find out everything you need to know about making a complaint.

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Take a look at some commonly asked questions.

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Your rights

Wherever your journey takes place, whether it’s in the UK or Europe, you have the right to safe travel and fair treatment.

Online Complaints Form



    London TravelWatch deals with complaints about local bus services run by Transport for London. Please contact them at www.londontravelwatch.org.uk if you're not happy with the response from TfL.

    Northern Ireland

    The Consumer Council for Northern Ireland deals with complaints for all bus and coach services in Northern Ireland. Please contact them at www.consumercouncil.org.uk if you're not happy with the response from the operator.


    I Agree

    Bus Users can only deal with your complaint if you have already spoken to the relevant bus company. Our useful links section can connect you to a number of bus companies throughout the UK, but if you’re still not sure who to contact, get in touch with us

    You need to tell the bus company:

    • Which service you were travelling on
    • Where you got on (or tried to get on)
    • Where you were travelling to (or hoping to travel to)
    • The date
    • The time (be as precise as possible)
    • What went wrong.

    Give the bus company as much information as you can and if you know the registration number of the bus or the driver’s number, then please give them that too. If you still have the ticket purchased on the journey in question, that may give you the details you need.

    If you’re not happy with the response from the bus company or you get no response at all then please get in touch with us.

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    Your Journey

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    What Happened

    Bus Users 2024-07-10T13:28:47+01:00