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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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Issues we can and can't help with

Complaints we can help with
  • 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
  • Incorrect/Inadequate information
  • Smoking
  • Luggage
  • European Passenger Rights Regulation
Cases we can't help with
  • You haven’t complained to the operator
  • You complained to the operator over 12 months ago
  • Your journey was in London or Northern Ireland – in these cases you need to contact London Travelwatch or The Consumer Council for Northern Ireland
  • You are a minor and you don’t have permission from a legal guardian
  • You were not a bus passenger (eg you were a pedestrian or car driver)
  • Your complaint is about a personal injury or accident
  • Your complaint is about a legal, commercial or policy decision on the part of an operator or local authority
  • The issue is the responsibility of the tour operator (eg accommodation or food)
  • Your complaint is subject to legal action or has been considered by another approved ADR body or court
  • You have a history of vexatious, frivolous complaints or abusive behaviour towards our staff
  • Your complaint would impair the effective operation of our organisation
Frequently asked questions

Take a look at our FAQs or get in touch

Complaints about Bus Users UK

Please get in touch with us at complainaboutbususers@bususers.org

Complaints process
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Complaints process

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

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FAQs
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Contact us

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

Rights and accessibility

Make a complaint online

    YesNo

    London

    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.

    YesNo

    I Agree

    Bus Users can only deal with your complaint if you have already spoken to the relevant bus company and waited 14 working days for a response. 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, including the registration number of the bus and the driver’s number if you have them. This information may be on your ticket if you still have it.

    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.

    Please complete your details:

    *indicates a required field

    Your journey

    What happened

    Bus Users 2026-04-22T14:10:50+01:00