Guides › Train Delays › Bus Cancelled or Unreliable: How to Complain
Bus Cancelled or Unreliable: How to Complain
If your bus or coach service lets you down, complain to the operator first and give it 14 working days to respond. If you are still unhappy, Bus Users can help for free with journeys outside London and Northern Ireland in the last 12 months. In London, use London TravelWatch.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining
The Process
Contact the bus or coach operator first, giving it 14 working days to respond. Then Bus Users can help (journeys outside London and Northern Ireland, in the last 12 months). It is free with no financial limit. It forwards your complaint, uses mediation, and for eligible unresolved cases a final appeal panel decides within 60 days. London: London TravelWatch; Northern Ireland: Consumer Council for Northern Ireland. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 working daysOperator replies to your complaintThen go to Bus Users
Steps to Take
Step 1 of 5
Note the route, date, time and stop.
Step 2 of 5
Complain to the bus operator in writing.
Step 3 of 5
Wait 14 working days for a reply.
Step 4 of 5
If unhappy, complain to Bus Users (or London TravelWatch in London).
Step 5 of 5
For long-distance coaches, see our coach delay guide.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Bus Operator
Complain here first.
Bus Users
Free, outside London and Northern Ireland.
London TravelWatch
For London services.
Good to Know
Small things that make your complaint stronger.
Many councils also want to hear about unreliable local services.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- bususers.org/complaints-process Checked 13 October 2026