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Find out more

Before you get in touch, please read these FAQs

I have a complaint but I haven’t contacted the operator

You have to contact the operator and give them 14 working days to respond. If you’re not happy with their response, we can help.

My complaint is about a journey in London or Northern Ireland

You need to contact London Travelwatch or The Consumer Council for Northern Ireland.

I lost something on my journey

Contact the operator, but get in touch with us if you’re not happy with their response.

I am concerned about the safety of a vehicle

Concerns around vehicle safety should be directed to the operator or the DVSA.

My bus route or timetable has changed

You need to speak to your bus or coach operator.

I have an issue with the Standard Fare Charge

Before we can help with this, you need to have been through the operator’s appeals process first.

My bus stop has moved

Your local council or local authority can help with this.

I was driving another vehicle / I was a pedestrian

You need to speak to the bus or coach operator.

My complaint has gone to a resolver account

We must have a personal email address to help with a complaint.

Get in touch

If you want to make a complaint, please note we can only help if your journey was outside London or Northern Ireland and you’ve already contacted the operator

  Call 0300 111 0001
  Email enquiries@bususers.org
  Use our Online Complaints Form
  Write to Bus Users UK, 22 Greencoat Place, London SW1P 1PR
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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 2026-03-12T11:49:13+00:00