If you’re not happy with the way a bus or coach operator has handled your complaint, get in touch.

How we can help

Bus Users is an approved Alternative Dispute Resolution (ADR) Body* for bus and coach passengers, and the nominated body for dealing with complaints under the European Passenger Rights Regulation 

We can help with any issue ranging from driver rudeness to a late or early bus. Unfortunately, we can’t help other road users or claims for personal injury, events involving the police, or issues with timetables and fare prices.

You can download full details of our complaints process at Complaints Process

To request a copy of the complaints process or to make a complaint, click the 'Contact Us' tab below, go to Online complaints, email us at complaints@bususers.org or call 0300 111 0001. 

If you prefer to send a letter, please post it to the office of the country in which the problem occurred:

Wales, Scotland or England (outside London).

If your complaint relates to a journey in London or Northern Ireland and you've been in touch with the relevant operator, then you need to contact London Travelwatch or The Consumer Council for Northern Ireland 

Bus Users does not charge passengers for handling complaints.

*As an approved ADR Body, Bus Users has 9 ADR Officials on its staff: 2 in Scotland, 3 in Wales, 3 in England and 1 in its Head Office. They comprise Complaints Administrators, Programme Managers and Deputy Directors.