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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

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

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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.

    Please Complete Your Details:

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    Your Journey

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

    What Happened

    Bus Users 2023-11-28T12:45:08+00:00