Bus complaints

If you have a complaint about buses in Scotland, in the first instance you should raise your complaint with the operator in question. Their complaints procedure will be published on their website.

If you do not receive a response to your satisfaction then you can raise your concerns with Bus Users UK, who operate in Scotland as Bus Users Scotland (BUS).

Bus Users Scotland's remit includes:

  • Any ticket related matter (excl. ticket prices)

  • Attitude or behaviour of bus company staff

  • Personal security

  • Accessibility of bus services

  • Clarity of destination and route information available

  • Reliability and punctuality

  • Vehicle condition / type used.

Address: Bus Users Scotland, 22 Greencoat Place, London SW1P 1PR
Telephone: 0300 111 0001
E-mail: enquiries@bususers.org  Website: www.bususers.org

Specific complaints regarding bus service registration, vehicles, routes and timetables

Bus operators must register local services they intend to operate with the Traffic Commissioner.

The service registration must include notification of the route to be undertaken together with a copy of the scheduled timetable.

Bus operators are legally obliged to run to the registered timetable submitted to the Traffic Commissioner.

Failure to do so should be reported to Bus Users Scotland who may investigate and provide their findings to the Traffic Commissioner. The Traffic Commissioner has powers to take regulatory action against operators who fail to run their registered services to the required standard.

The Public Service Vehicles (Registration of Local Services) (Scotland) Regulations 2001 encourage stability of bus service provision. When registering, varying or cancelling a local bus service the operator must consult local authorities at least 28 days before submitting registration details to the Traffic Commissioner.

The operator must give the Traffic Commissioner 42 days notice of any registration, variation or cancellation. If certain legal criteria are met this time may be reduced.

At least 21 days notice of variations or cancellations coming into effect must be given to the public.

Under the provisions of the Act operators are required to operate new or varied services for a minimum of 90 days. If you feel that insufficient notice has been given you should contact the Traffic Commissioner.

Address: Level 6, The Stamp Office
10 Waterloo Place

Email: enquiries-busregscot@otc.gov.uk

Telephone: 0300 123 9000

The Traffic Commissioner may also take regulatory action against operators who fail to maintain their vehicles to an acceptable standard. This can include reducing the number of vehicles authorised or revocation of their licence. Complaints can be made to the Driver and Vehicle Standards Agency about buses which are perceived to be in an unsafe condition.


Address: DVSA Intelligence Unit
The Ellipse
Padley Road

Email: enquiries@dvsa.gov.uk
Telephone: 0800 030 4103
Monday to Friday, 7:30am to 6pm