Complaints

If you’ve had a problem with a bus or scheduled coach service you need to tell the bus company, and hopefully they will sort it out to your satisfaction. In England and Wales, if they fail to resolve the issue, our partner organisation Bus Users UK will try to negotiate a settlement on your behalf. If your complaint is in Scotland, our partner organisation Bus Users Scotland will negotiate on your behalf. If you’re still not happy the Bus Appeals Body or Bus Appeals Body Scotland will look at all the evidence again and issue a decision on the case.

There are three people on the Body, a passenger representative who will put forward your case, a bus industry representative who will look at it from the bus company angle and an independent chairman who will decide the case if the two representatives do not agree about what should be done.

The Bus Appeals Body or Bus Appeals Body Scotland do not have statutory powers, but the vast majority of bus and coach companies will abide by its decisions.

In England and Wales, it is a condition of the bus company’s membership of the Confederation of Passenger Transport UK to abide by decisions, and in the very rare event of a company not implementing the decision they will be reported to the Traffic Commissioners.

In Scotland, in the very rare event of a bus company not implementing the decision, they will be reported to the Traffic Commissioner for Scotland. Traffic Commissioners have to be sure that a company is fit to run bus and coach services and can refuse to grant a licence to them or can fine them if they are not satisfied with their conduct.

The Bus Appeals Body and Bus Appeals Body Scotland aim to achieve acceptable outcomes for all parties. However, making use of the body does not prevent you taking the matter further through other channels, such as your local trading standards department or the Courts.