Complaining about a bus service
If you have a complaint about a bus service or the way that you have been treated by a bus company or a member of its staff, then you should complain to the company in the first instance.
You can contact the bus service provider online:
Try to give as much information as possible including date, time, location, and vehicle registration or route number. If you have a ticket you could send in a scan / picture. Remember to keep your letter polite and stick to the facts of what happened.
Unresolved complaints
If your complaint remains unsolved, you are concerned about the safety of an operator's vehicle, or you have suggestions which may help to improve the operation of services in your area, please write with full details to the Council's public transport team at:
Public Transport Team
Bedford Borough Council
Borough Hall
Cauldwell Street
Bedford
MK42 9AP
Email: BusInfo@bedford.gov.uk
Bus Users UK complaint process
To appeal a bus service issue, you should first complain to the bus operator.
After 14 days, if you are still not satisfied after its response or you receive no response, you can contact Bus Users, an independent alternative dispute resolution (ADR) body.
Tel: 0300 111 0001
Email: enquiries@bususers.org
Website: bususers.org/complaints-process
Bus Users UK is a partner in The Bus Appeals Body (BAB), a non-statutory committee, and will refer any complaint to the Bus Appeals Body if it has been unable to reach a satisfactory outcome with you. Bus Users UK's complaint procedure is free to use.
You can also contact by post:
Bus Users UK
22 Greencoat Place
London
SW1P 1PR