Bus passenger charter for Norfolk and Suffolk
How to give feedback about bus services
Constructive feedback will help us continually improve our services, especially if we haven't met the standards set out in this charter.
If we've let you down, we're keen to put things right. We're keen to have responses and outcomes that are consistent too, giving you extra confidence.
Feedback isn't just for when things go wrong. Let us know when we've made your day or done better than you expected.
Before you send us feedback, take some time to read about the scope of this charter and what it covers.
How to give feedback
Who to contact
Contact the relevant bus company to give feedback about:
- Driver behaviour
- Lateness
- Vehicle cleanliness
- Fares
- Ticketing
- Bus service timetables
For all other issues, contact the relevant county council:
What to include in your feedback
Make sure you tell us:
- What happened, when and where (date, time and place)
- Who was involved, including bus ticket details if possible
- The outcome you want from giving your feedback
Review and response
The bus company or council will review your feedback.
They will contact you with an outcome within 28 days of getting your feedback.
If you're unhappy with their response
If you're not happy with the response, contact Bus Users UK. They can support you to take your complaint further.