Make a complaint

We’ll make sure your complaint is handled fairly and as quickly as possible

If you have a complaint about a journey outside of London or Northern Ireland and you’ve already contacted the operator, complete the form below or get in touch

We’re an approved Alternative Dispute Resolution body for the bus and coach industry, and the nominated body for dealing with complaints under the European Passenger Rights Regulation.

Find out more about our Complaints Process

Online Complaints Form

Was your journey in London or Northern Ireland? 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.

Have you contacted the bus or coach company? YesNo

I understand the information I provide will be used when contacting the operatorI 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.

Please Complete Your Details:

*indicates a required field

First name*

Last name*

Your email*

Your postal address*

Telephone number*

Country or region of your journey*

Your Journey

What form of transport was it?*

Name of bus or coach company*

Number of the service

Where did your journey begin?*

Where were you travelling to?*

What was the date?*

If you're using an older browser like Internet Explorer 10 please input your date in the format yyyy-mm-dd

What time was it?*

What Happened

Tell us briefly what happened*