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:

London Travelwatch if your journey was on a London bus

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 complaints@bususers.org call us on 0300 111 0001 or visit Online complaints

If you’d prefer to write, please contact the office where your journey took place in Wales, Scotland and England (outside London)

Bus Users is independent and impartial in its handling of all complaints