How to make a complaint

If you wish to comment on a service or you are not satisfied about reliability, punctuality, staff behaviour, inadequate or inaccurate travel information please please link to the appropriate section below. 

Bus and Coach

Passenger Focus was recently appointed by Gobvernment as the statutory  voice for bus users as well as rail users (see below).  The detail has not yet been worked out.  It is expected that Passenger Focus will work closely with Bus Users UK and bodies such as Kennet Passengers for local feedback.  More news here.

Meanwhile we recommend that you take the following steps.  If in doubt contact Wiltshire County Council's Passengers Transport Unit (opens in new window) 

Step 1:     Write to the operator. Contact details for the bus companies serving this area can be found on this link.

If possible enclose your ticket and give precise information about the date, time and route number of the journey(s) concerned. 

You can use our downloadable form (opens in new window) to send to the Bus Operator.

You should give the company a chance to respond before considering any further action.

Step 2:     If you are not satisfied with the reply the bus industry's non-statutory Bus Appeals Body (BAB) may be able to help. Appeals relating to England (but outside Greater London) should be sent to:

The Bus Appeals Body
c/o Bus Users UK
PO Box 320
Portsmouth
PO5 3SD
http://www.bususers.org/ (opens in new window)

Please let us know whether you were satisfied or if there are any further issues that we might be able to help you with.  The more we know about local services the better we can do our work to improve the network as an independent body. You can read our privacy policy here.

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Traffic Commissioner - Western Region

Traffic Commissioners are statutorily independent and are responsible for licensing operators of public service vehicles (i.e. buses and coaches) and their registration in their area.

The Commissioner is assisted by Bus Compliancy Officers often acting on complaints from passengers to ensure that bus services run fairly and in accordance with the advertised timetable.

Enquiries: 0870 60 60 440

Contact the consumer champion at  ConsumerChampion@vosa.gov.uk.

Please let us know whether you were satisfied or if there are any further issues that we might be able to help you with.  The more we know about local services the better we can do our work to improve the network as an independent body. You can read our privacy policy here.

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Bus shelters

The responsibility for bus shelters is often that of the parish or town council.  But it might be that of the County Council.  Find out more here. 

Have you spotted a damaged bus shelter or bus flag?  Then CLARENCE wants to hear from you!

CLARENCE is an acronym for Customer Lighting And Roads ENquiry CEntre and is Wiltshire's transport maintenance service line. To report a problem, visit the web page for CLARENCE (opens in new window) on the WCC web site.

Please let us know whether you were satisfied or if there are any further issues that we might be able to help you with.  The more we know about local services the better we can do our work to improve the network as an independent body. You can read our privacy policy here.

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Rail

Passenger Focus is the official watchdog for rail passengers that can get involved in a complaint but only after you have contacted the company operating the service, train or station.  This initial action applies to anywhere on Britain's rail network - telephone enquiries, on trains or at stations. 

If you have already been in touch with the company providing the service or operating the train or station and feel that you have not received a satisfactory response, you can ask Passenger Focus to help.

Passenger Focus would be interested in hearing from users about:

Please let us know whether you were satisfied or if there are any further issues that we might be able to help you with.  The more we know about local services the better we can do our work to improve the network as an independent body.  You can read our privacy policy here.

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Office of Rail Regulation

For a full list of franchised train operators visit the Office of Rail Regulation website (opens in new window) or write to:

Office of Rail Regulation
1 Waterhouse Square
138-142 Holborn
London
EC1N 2TQ
Tel: 020 7282 2000
Fax: 020 7282 2040

The ORR is an independent statutory body led by a Board which oversees Network Rail, monitors and enforces health and safety law, and licences operators of railway asssets and facilties.   

Please let us know whether you were satisfied or if there are any further issues that we might be able to help you with.  The more we know about local services the better we can do our work to improve the network as an independent body.  You can read our privacy policy here.

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Road condition

Have you spotted a a pothole, a broken street light or a blocked route on a Wiltshire road or Right Of Way? CLARENCE wants to hear from you!

Clarence is an acronym for Customer Lighting And Roads ENquiry CEntre and is Wiltshire's road service line. To report a problem, visit the CLARENCE page (opens in new window) on the WCC web site.

Please let us know whether you were satisfied or if there are any further issues that we might be able to help you with.  The more we know about local services the better we can do our work to improve the network as an independent body. You can read our privacy policy here.

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