How to complain about a bus service in Norfolk:
Step 1
Members of the public can contact customer services at Norfolk County Council. If the service receives a subsidy from Norfolk County Council ( N.C.C.) they can investigate the complaint, however if the service is operated commercially and receives no financial assistance form N.C.C individuals will need to contact the operator directly. N.C.C. can provide individuals with contact details for the operator.
- Phone 0344 800 8020
- Email: information@norfolk.gov.uk
- Online: www.norfolk.gov.uk
- Customer Services, Norfolk County Council, County Hall, Martineau Lane,
NORWICH, Norfolk, NR1 2DH.
Keep your ticket as this will help the operator in responding to your complaint.
You can search for the operator’s details by using www.norfolk.gov.uk – then going to roads and transport – public transport – buses.
You need to give the operator 14 working days to respond to your complaint.
Step 2
If you make a complaint to the bus operator and aren’t satisfied with their response contact Bus Users UK, a non-profit organisation who give passengers a voice, campaign for improved standards, and work to make bus travel a viable choice for all.
- Phone on 0300 111 0001
- Email: complaints@bususers.org
- Online at www.bususers.org
Or in writing to the country in which the incident took place:
- Bus Users England, Princes Exchange, Princes Square, Leeds LS1 4HY
- Bus Users Cymru, PO Box 1045, Cardiff CF11 1JE
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.They can only help in cases where the operator has been given the opportunity, and the time, to respond to a complaint and they are not able to help with timetable issues, fare prices or bus routes.
The complaint must have taken place in the last 12 months, and if you’re under 16 years old, you will need the consent of a parent or guardian to contact Bus Users UK.
Bus Users UK can help with:
- Service Reliability
- Driver/staff attitude
- Frequency of service
- Vehicle condition/type
- Bus failing to stop/failing to show
- Infrastructure
- Overcrowding
- Disability/accessibility issues
- Ticket systems
- Personal injury/accident
- Incorrect/inadequate information
- Smoking
- Loss or damage to luggage
- European Passenger Rights Regulation
They can’t help with:
- Complaints that have not been raised with the operator
- Issues that happened more than twelve months ago
- Legal, commercial or policy decisions taken by an operator
- Complaints raised by a minor where the legal guardian has refused permission for us to act
- Complaints about the tourist content of a coach holiday rather than transport
- Complaints from non-passengers (pedestrians/other drivers)
- A complaint already subject to legal action
- Anyone who has a history of being abusive or wasting the time of our staff
What Bus Users UK need to know
When you get in touch with Bus Users, they’ll ask you for the following information:
- your full contact details including postal address, phone number and email if you have one
- the date and time of the incident
- where the incident took place
- the name of the bus or coach operator
- details about the bus including the service number and destination
- the bus stop you were travelling to
- a brief summary of what happened
- what you would like to happen as a result of your complaint.
- We’ll also ask you for copies of any correspondence between you and the operator to help with our enquiries.
Community Transport
Community Transport is an option that areas use to overcome a lack of services. You can learn more about this on the Community Transport Association (CTA) website. You might be able to work with a group who are already running a scheme to try and expand their offer if there is a gap for your clients. You can find providers in your area at CTOnline
Norfolk County Council organise community transport across the county. For details go to their website – www.norfolk.gov.uk – roads and transport – public transport – community transport.
Details and links for all Norfolk County Council websites are contained on our own website – www.cadat.org.uk
How to report a problem with public transport in Suffolk
BUS SERVICES – Suffolk County Council has a designated phone line & website to assist the public with complaints or feedback re public transport.
Step 1
If the bus service is sponsored by Suffolk County Council (identifiable by the 1 code on the timetable) then you can report a problem direct:
Telephone: 0345 606 6171 (lines open from 8.30am – 6pm)
Online at: www.suffolkonboard.com
Twitter: www.twitter.com/suffolkonboard
Email: passenger.transport@suffolk.gov.uk
In writing to: Customer Services at Suffolk County Council ‘s (S.C.C.) Head Office
Endeavour House, 8, Russell Road, IPSWICH.IP1 2BX.
If however you have used a Commercial Bus Service, then complaints in the first instance should be made to the operator of the service concerned. Search for Bus Operators contact details using www.suffolkonboard.com then clicking on the Buses icon, then choose the panel labelled CONTACTS.
Using these, you should telephone or write to the office of the bus service operator as soon as possible after the incident. Keep your bus ticket as this may help with the enquiry.
Remember that any situation will have to be investigated, so the operator may need to ring you back. (Calls charged at local rate,but check your own mobile phone operator’s tariffs.)
Step 2
If you need to take things further, then the matter can be referred to the Bus Appeals Body who will examine complaints about local services. contact Bus Users UK who will examine complaints about local services. They can be reached at:
- Bus Users England, Princes Exchange, Princes Square, Leeds. LS1 4HY
- Telephone 01134 577900
- Website:www.bususers.org
Bus Users England is part of Bus Users UK, a non-profit making organisation which champions the rights of bus and coach users. There are contact details on their website for the other parts of the UK too.
They can only help in cases where the operator in question has been given the opportunity and time to respond to a complaint. They are not there to help with timetables , fare prices or bus routes. For all these issues consult the Suffolk On Board website or phonelines.
Bus Users UK can help with:
- Service reliability
- Driver/staff attitude
- Frequency of service
- Vehicle condition/type
- Bus failing to stop/turn up
- Infrastructure
- Overcrowding
- Disability/accessibility issues
- Ticket systems
- Personal injury/accident
- Incorrect/inadequate information
- Smoking
- Loss or damage to luggage
- European Passenger Rights Regulation
They cannot help with:
- Complaints not first raised with the operator
- Incidents more than a year old
- Legal, commercial or policy decisions taken by an operator
- Complaints raised by minors( ie less than 18years old) where the legal guardian has withheld permission to act
- Complaints based on tourist content rather than transport
- Complaints from non-passengers
- Complaints already subject to legal action
- Passengers with a history of abusing staff or wasting their time.
What Bus Users UK need to know:
When you get in touch with Bus Users they will ask you for the following information:
- Your full contact details including postal address, phone number and email if you have it
- The date and time of the incident
- Where the incident took place
- The name of the bus or coach operator
- Details about the bus including the service number and destination
- The bus stop you were travelling to
- A brief summary of what happened
- What you would like to happen as a result of your complaint
- Copies of any correspondence( letters/emails etc) between you and the operator to help with their enquiries.
Step 3
If the matter still remains unresolved, the final point of contact is the Traffic Commissioner for the Eastern Region. He can be reached at: Eastern Traffic Area , Eastbrook, Shaftesbury Rd, Cambridge CB2 8BF
Telephone: 0300 123 9000
Community Transport
Suffolk County Council is working with Suffolk Community Transport providers to help people who may not have access to a regular bus service. Under the umbrella term “Connecting Communities “, its contact details are as follows:Online at: www.suffolkonboard.com/cc
Email: connectingcommunities@suffolk.gov.uk
Telephone: Call 0345 606 6171 to have your questions answered.
To use this service, which is available to young and old in less well- served areas of the county:
- Call, up to a week before you wish to travel
- Book your journey
- Travel to your destination.
