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 Scotland. 

Bus Users Scotland’s remit includes:

  • Incorrect fare charged
  • Attitude or behaviour of staff
  • Personal security
  • Accessibility
  • Clarity of destination and route inform
  • Reliability and punctuality

Address: Bus Users Scotland, Hopetoun Gate, 8b McDonald Road, Edinburgh, EH7 4LZ
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 the Traffic Commissioner.

Operators who fail to maintain their vehicles to an acceptable standard may have their operator's licence curtailed or revoked by the Traffic Commissioner. Complaints can be made about buses which are perceived to be in an unfit condition in any respect.

All complaints to the Traffic Commissioner should be made at:

Level 6, The Stamp Office
10 Waterloo Place
Edinburgh,
EH1 3EG

Telephone: 0300 123 9000.

The Traffic Commissioner has powers to investigate the complaint and impose sanctions on operators who fail to run their registered services to the required standard.

The Public Service Vehicles (Registration of Local Services) (Scotland) Regulations 2001 came into force on 1 July 2001 and encourage stability of bus service provision.

The Regulations were made under the Transport (Scotland) Act 2001 and tightened the registration requirements that bus operators must observe. The period for notifying a registration, variation or cancellation of a service is now 56 days.

Operators must also consult local authorities 14 days before submitting registration details to the Traffic Commissioner.

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.

Change to Bus Routes

If your complaint is regarding bus routes you may wish to contact the bus operator or your local authority (contacts for all local authorities can be found at Cosla's website).

Location of Bus Stops

If your complaint is about bus stops you may wish to contact your local authority.

Bus complaints - frequently asked questions