Who to progress a complaint to?

[Teapot42]

A couple of weeks back I was waiting for our local bus. It turned up late, but the driver went straight past me - I caught his eye so he definitely saw me (and I ended up half way in to the road trying to flag him down...)

I complained to Stagecoach on X and was told... the bus didn't run due to driver shortages.

I'm fairly sure I'm not seeing things, and the two girls who got up just as it past me to get off at the next stop weren't travelling on an imaginary bus, so this is obvious nonsense.

So, what's the next stage in progressing a complaint like this? Area is Chesterfield / Derbyshire if that makes a difference.

(And, for context for those I'm sure will chip in, if it was just this then I'd probably let it slide, but this was more the final straw of a lot of problems we've been having of late)

 

[overthewater]

You will have to make a formal complaint to Stagecoach in writing, then wait for that reply. After that point you can then try Bus users https://bususers.org/make-a-complaint/

 

[Roger1973]

A couple of weeks back I was waiting for our local bus. It turned up late, but the driver went straight past me - I caught his eye so he definitely saw me (and I ended up half way in to the road trying to flag him down...)

I complained to Stagecoach on X and was told... the bus didn't run due to driver shortages.

In terms of 'that bus didn't run' - is it possible it was the journey before running so late it was on the next journey's time? (I've no idea what route you mean, so this may be a daft idea if the route is only two buses a day...)

Not suggesting that would be an excuse for driver not stopping, though.

May be worth a look on Bus Times to see whether journeys on that route / day ran and if so how late. If you've not met Bus Times before, find your route, then click on 'vehicles' then find the date, then find which journey/s were involved, and 'map' will show what time it registered at what stop.

It is possible for buses to run but not to track on there - if the box of tricks on the bus was defective, or if the data was wrong in the first place, or if driver entered incorrect details to the system (it's usually tied in with the ticket machine) at start of journey. So absence of data doesn't conclusively prove the bus didn't run.

It's just possible that this journey didn't track properly, and whoever responded on X took absence of data as evidence it didn't run.

Yes, would agree to contact Stagecoach - website should have a 'contact us' thing.

Don't suppose you noted the bus registration number? Failing that, may be worth describing the bus (double / single deck, whether it was in the mainly white livery or the new dark blue livery or what) and driver (male / female / approximate sort of age etc.)

 

[Teapot42]

In terms of 'that bus didn't run' - is it possible it was the journey before running so late it was on the next journey's time? (I've no idea what route you mean, so this may be a daft idea if the route is only two buses a day...)

Not suggesting that would be an excuse for driver not stopping, though.

May be worth a look on Bus Times to see whether journeys on that route / day ran and if so how late. ...

I was actually tracking it on bustimes, it's a 30 minute frequency service (roughly - varies a little at that time of day), but it was only maybe 10-15 minutes late. Can't recall exactly, and it's taken Stagecoach so long to reply that the map has now been removed from bustimes so I can't verify. Presumably they keep the data internally for longer.

My gut feeling is they either just send a stock response when anyone complains, or whoever deals with these things at the depot is covering for the driver as they know it's a fairly serious offence and they don't want him to get in trouble.

 

[coach fan]

Most complaints get a brief glance, then they go straight into the shredder.

 

[Teapot42]

Most complaints get a brief glance, then they go straight into the shredder.

Doesn't surprise me to be honest.

Am I right in thinking they are supposed to record and respond to complaints for the TC? In practice, does that actually happen or, when asked, do they just say they've not had any complaints and the TC has no way to prove otherwise?

 

[coach fan]

Doesn't surprise me to be honest.

Am I right in thinking they are supposed to record and respond to complaints for the TC? In practice, does that actually happen or, when asked, do they just say they've not had any complaints and the TC has no way to prove otherwise?

Pretty much. Yes. They only take seriously. Injuries, racist remarks and discriminatory events. Things like the driver didn’t stop honestly won’t even be registered. Unless it a consistent thing with the same driver.

 

[Cesarcollie]

Pretty much. Yes. They only take seriously. Injuries, racist remarks and discriminatory events. Things like the driver didn’t stop honestly won’t even be registered. Unless it a consistent thing with the same driver.

What evidence do you have of this? It’s a pretty serious allegation……

 

[ACBest]

Pretty much. Yes. They only take seriously. Injuries, racist remarks and discriminatory events. Things like the driver didn’t stop honestly won’t even be registered. Unless it a consistent thing with the same driver.

I think you’ve just tripped over yourself there - if ‘things like the driver didn’t stop [weren’t] registered’, how would anyone then realise whether or not it was ‘a consistent thing with the same driver’?

Most complaints get a brief glance, then they go straight into the shredder.

This is complete nonsense. Yes, there are undoubtedly a few bad apples out there who do take this approach - but at the vast majority of companies, any complaint will be investigated and a response provided.

 

[mattb7tl]

This is complete nonsense. Yes, there are undoubtedly a few bad apples out there who do take this approach - but at the vast majority of companies, any complaint will be investigated and a response provided.

Few is an understatement... The majority are bad apples including at least four out of the top five which have the majority of marketshare.

The only time you are going to get results is via viral video or by managing to get a politician on board. If not you are getting a copy and pasted pre-approved response that is roughly related to your complaints or just straight up misinformation. First is always in particular is always hilarious as after raising concerns about reductions to my service they told me they are not responsible for their own timetables.

 

[coach fan]

I think you’ve just tripped over yourself there - if ‘things like the driver didn’t stop [weren’t] registered’, how would anyone then realise whether or not it was ‘a consistent thing with the same driver’?


This is complete nonsense. Yes, there are undoubtedly a few bad apples out there who do take this approach - but at the vast majority of companies, any complaint will be investigated and a response provided.

And your evidence otherwise? Do you think the major players care about anything other than their profit margins?

You tell me the companies you think will investigate them. And I’ll tell you the ones I know for a fact won't. I’m not sure what your background is. I’d hope you’re not just an enthusiast and someone that has worked or work in the industry like I do?


== Doublepost prevention - post automatically merged: 9 Dec 2025 ==

Few is an understatement... The majority are bad apples including at least four out of the top five which have the majority of marketshare.

The only time you are going to get results is via viral video or by managing to get a politician on board. If not you are getting a copy and pasted pre-approved response that is roughly related to your complaints or just straight up misinformation. First is always in particular is always hilarious as after raising concerns about reductions to my service they told me they are not responsible for their own timetables.

View attachment 193510

This.

== Doublepost prevention - post automatically merged: 9 Dec 2025 ==

What evidence do you have of this? It’s a pretty serious allegation……

24 years in the industry.

 

[ACBest]

Oh really? And your evidence otherwise? So you think the major players care about anything other than their profit margins? I tell you what sunshine. You tell me the companies you think will investigate them. And I’ll tell you the ones I know for a fact WON’T. I’m not sure what your background is. I’d hope you’re not just an enthusiast and someone that has worked or work in the industry like I do? Enthusiasts always have an extremely rose tinted view of the industry and the job. Those of use that do it know very different.

I do indeed work in the industry, and my evidence is that I always take time to investigate and respond to complaints that come my way, and to me, it’s so important that I do so, as it gives the complainant confidence that what they’re telling me has been listened to, understood and actioned - and crucially, the confidence that there won’t (or shouldn’t) be a repeat occurrence of what they had reason to complain about.

Further evidence would be the fact that whenever I’ve had reason to complain to any of the group-owned companies, I’ve never been fobbed off with anything which I feel to be an excuse or hastily constructed nonsense invented purely to get rid of my complaint as fast as possible.

Some years ago, long before I worked in the industry, I had cause to make a complaint to one of the major operators about something relatively trivial which I didn’t think would get much more than a standard copy-paste/template response - but I was rather surprised, and highly impressed, to not only receive a letter back which most definitely wasn’t a template response, but had also been written by the MD of the company. I absolutely felt that my complaint had been listened to right to the top. Was I lucky to have had that level of attention paid to my complaint? Quite possibly, I don’t know why the MD became aware of my trivial complaint - but it reinforces the point that these things aren’t disregarded.

I don’t doubt for a second that some companies do file complaints into the bin, nor do I doubt the fact that sometimes, even the larger companies can provide responses which are total nonsense - and I acknowledge that the response provided by @mattb7tl ‘s above most definitely falls into that category, and is an example of a very poor response - but it doesn’t mean that every single complaint is ignored, and that’s a very sweeping statement to make which is just wrong.

 

[Cesarcollie]

Oh really? And your evidence otherwise? So you think the major players care about anything other than their profit margins? I tell you what sunshine. You tell me the companies you think will investigate them. And I’ll tell you the ones I know for a fact WON’T. I’m not sure what your background is. I’d hope you’re not just an enthusiast and someone that has worked or work in the industry like I do? Enthusiasts always have an extremely rose tinted view of the industry and the job. Those of use that do it know very different.

== Doublepost prevention - post automatically merged: 9 Dec 2025 ==


This.

== Doublepost prevention - post automatically merged: 9 Dec 2025 ==


24 years in the industry.

With the greatest respect that’s not ‘evidence’. It’s your opinion.

 

[Teapot42]

I wonder if I can turn this around and ask those on here who do drive why this might have happened?

The scenario - the bus was just over 10 minutes late, which when it only takes about 25 out and back from the town centre is a fairly significant delay in terms of getting back on time. Not a lot of recovery in the route, and not really enough running time at that time of day to allow for typical delays.

It was starting to go dark and I was wearing darker clothes, but was stood right under a streetlamp.

There was a car parked just beyond the bus stop, and the stop is fairly 'blind' due to a curve in the road. The bus was also on the 'wrong' side of the road as it approached, due to other parked cars.

I'm sure he saw me, indeed he started to indicate to pull over and slow down, but then sped up again.

He stopped at the next stop down (<100 yards) to let two schoolkids off.

Are drivers not permitted to stop beyond marked stops? (i.e. due to the parked car he couldn't just overshoot a little, he had to pull in past it - would that be allowed?)

Could he not have waited the 30 seconds it would take me to dash to the next stop?

He appeared distracted as he approached - possibly checking his timetable or duty card? Also, we often seem to get agency drivers on this route who don't know the area at all - Stagecoach often seem short of drivers.

I tend to be sympathetic towards drivers as I know many of the problems they face they can't do much about, but failing to stop seems a fundamental issue. Also, the fact I had to rush to get another route - around 2/3 of a mile in under 10 minutes when I'm nowhere near young or medically well enough to do that without problem - was very much not appreciated.

 

[markymark2000]

I do indeed work in the industry, and my evidence is that I always take time to investigate and respond to complaints that come my way, and to me, it’s so important that I do so, as it gives the complainant confidence that what they’re telling me has been listened to, understood and actioned - and crucially, the confidence that there won’t (or shouldn’t) be a repeat occurrence of what they had reason to complain about.

Further evidence would be the fact that whenever I’ve had reason to complain to any of the group-owned companies, I’ve never been fobbed off with anything which I feel to be an excuse or hastily constructed nonsense invented purely to get rid of my complaint as fast as possible.

Some years ago, long before I worked in the industry, I had cause to make a complaint to one of the major operators about something relatively trivial which I didn’t think would get much more than a standard copy-paste/template response - but I was rather surprised, and highly impressed, to not only receive a letter back which most definitely wasn’t a template response, but had also been written by the MD of the company. I absolutely felt that my complaint had been listened to right to the top. Was I lucky to have had that level of attention paid to my complaint? Quite possibly, I don’t know why the MD became aware of my trivial complaint - but it reinforces the point that these things aren’t disregarded.

I don’t doubt for a second that some companies do file complaints into the bin, nor do I doubt the fact that sometimes, even the larger companies can provide responses which are total nonsense - and I acknowledge that the response provided by @mattb7tl ‘s above most definitely falls into that category, and is an example of a very poor response - but it doesn’t mean that every single complaint is ignored, and that’s a very sweeping statement to make which is just wrong.

Speaking as someone who has made various complaints to various different operators in the past, I can assure you that Coachfan is largely correct. While you personally may investigate and do your best, many do not sadly. Many smaller operators now ignore emails. The corporates either ignore or send back a copy & paste message, or don't read the email properly and ask silly irrelevant questions which they could have found the answers to had they read the original email. For anything that isn't 'run of the mill' (my bus didn't turn up, small fares issue etc), you are lucky to get any response, let alone useful. The only way that I've had semi useful responses was by escalating things to division MDs or even going up to PLC group level.

I've also found very interesting that bus operators, by law, have to have an alternative dispute system (which in most cases is BusUsers), and so when I've had difficult operators, I've forwarded complaints to BusUsers, and I'm yet to have a positive response as a result of them either. First one they just got a fobbed off answer from Arriva and went with it, the second one the operator ignored all emails so BusUsers said there is nothing they can do, and the third one is a few weeks overdue on BusUsers end. Essentially, I'm saying that no matter how far you escalate your complaint, even trying to go to BusUsers as a supposed alternative dispute body, you are still unlikely to get anywhere.


Sadly it's the current way of the world. Good customer service is now seen as just too expensive, so they employ people to just clicking random buttons rather than taking time to read, understand and act upon any complains. This isn't just a bus industry issue, but instead widespread across the almost all companies. Office based customer service staff may as well be replaced by robots now as you get just as useful information from AI chatbots or an FAQ page.

 

[Mwanesh]

I wonder if I can turn this around and ask those on here who do drive why this might have happened?

The scenario - the bus was just over 10 minutes late, which when it only takes about 25 out and back from the town centre is a fairly significant delay in terms of getting back on time. Not a lot of recovery in the route, and not really enough running time at that time of day to allow for typical delays.

It was starting to go dark and I was wearing darker clothes, but was stood right under a streetlamp.

There was a car parked just beyond the bus stop, and the stop is fairly 'blind' due to a curve in the road. The bus was also on the 'wrong' side of the road as it approached, due to other parked cars.

I'm sure he saw me, indeed he started to indicate to pull over and slow down, but then sped up again.

He stopped at the next stop down (<100 yards) to let two schoolkids off.

Are drivers not permitted to stop beyond marked stops? (i.e. due to the parked car he couldn't just overshoot a little, he had to pull in past it - would that be allowed?)

Could he not have waited the 30 seconds it would take me to dash to the next stop?

He appeared distracted as he approached - possibly checking his timetable or duty card? Also, we often seem to get agency drivers on this route who don't know the area at all - Stagecoach often seem short of drivers.

I tend to be sympathetic towards drivers as I know many of the problems they face they can't do much about, but failing to stop seems a fundamental issue. Also, the fact I had to rush to get another route - around 2/3 of a mile in under 10 minutes when I'm nowhere near young or medically well enough to do that without problem - was very much not appreciated.

I get your frustration but in this weather i would give the driver leeway.Did you signal in time.These days with the mobile brigade you you pull up and no one raises their head .Spend time with a driver maybe you will see things different.

 

[Teapot42]

I get your frustration but in this weather i would give the driver leeway.Did you signal in time.These days with the mobile brigade you you pull up and no one raises their head .Spend time with a driver maybe you will see things different.

Signalled as soon as he rounded the curve - could hear the bus coming so was more than ready. Ended up stepping out in to the road and waving my umbrella at him to attract his attention, which is what I think finally caught his eye, but by that point he was almost alongside me, doing best part of 30 with a car parked beyond the stop preventing him pulling straight in.

This shows the stop, which should give an idea how far from coming around the curve to passing the stop he would have had.

Basically, your final comment is pointless here. The only way I could have given him more warning I was there would have been to wear a hi-viz with a flashing light on top, and the way he kept looking down as he approached I'm not sure he'd even have noticed that.

 

[mattb7tl]

Sadly it's the current way of the world. Good customer service is now seen as just too expensive, so they employ people to just clicking random buttons rather than taking time to read, understand and act upon any complains. This isn't just a bus industry issue, but instead widespread across the almost all companies. Office based customer service staff may as well be replaced by robots now as you get just as useful information from AI chatbots or an FAQ page.

I knew someone who worked in one of these roles at an energy company.

The copy and pasted pre-approved replies are designed so that they never admit fault or accept responsibility so that in the event that the complaint gets taken to court the responses are useless. As our countries buses are ran by five soul devoid corporate entities they all adopt this approach and it will never change as it is too much of a risk to be human. In the event where one of these companies tries to improve satisfaction they genuinely just feed more pre-approved copy and pasted statements to the support workers and act like it will improve satisfaction.

 

[Tetchytyke]

I wonder if I can turn this around and ask those on here who do drive why this might have happened?

Sometimes late-running buses are told by control to run fast, set-down only, so that could be an explanation as to why you saw a bus, why the driver drove straight past you, and why the operator said it didn’t run.

 

[yorkie]

Most complaints get a brief glance, then they go straight into the shredder.

At which company (or companies) does this happen?

 

[GusB]

And your evidence otherwise? Do you think the major players care about anything other than their profit margins?

You tell me the companies you think will investigate them. And I’ll tell you the ones I know for a fact won't. I’m not sure what your background is. I’d hope you’re not just an enthusiast and someone that has worked or work in the industry like I do?

I think this is a bit of a generalisation. Unless you've personally surveyed ever single person that has ever made a complaint against a bus company, you're never going to know each case is handled, let alone its outcome.

There are certainly some companies that do not have the best reputation for customer service, but within each organisation there will be some conscientious individuals who do go above and beyond to resolve issues for their customers and it's a little unfair to say that absolutely nobody cares.

I knew someone who worked in one of these roles at an energy company.

The copy and pasted pre-approved replies are designed so that they never admit fault or accept responsibility so that in the event that the complaint gets taken to court the responses are useless. As our countries buses are ran by five soul devoid corporate entities they all adopt this approach and it will never change as it is too much of a risk to be human. In the event where one of these companies tries to improve satisfaction they genuinely just feed more pre-approved copy and pasted statements to the support workers and act like it will improve satisfaction.

Again, you are generalising and I don't think that you properly understand what actually happens when someone makes a complaint.

I've been dealing with customers for well over 30 years and my last role was specifically dealing with complaints for an energy company, so I'd like to think that I have some insight. For starters, your assertion that nobody admits fault or accepts responsibility isn't true; I've dealt with many cases where mistakes has been made, either by a colleague or an external contractor. Sometimes the error has been mine and I've held my hands up and apologised - we're all human, after all.

Copied-and-pasted replies are there for a good reason; they save time. Simple complaints receive simple responses; if your bus is constantly delayed due to roadworks and the bus company has taken all reasonable steps to mitigate the problem, there really is nothing more that can be done other than issuing an apology for circumstances beyond its control.

 

[WibbleWobble]

Signalled as soon as he rounded the curve - could hear the bus coming so was more than ready. Ended up stepping out in to the road and waving my umbrella at him to attract his attention, which is what I think finally caught his eye, but by that point he was almost alongside me, doing best part of 30 with a car parked beyond the stop preventing him pulling straight in.

This shows the stop, which should give an idea how far from coming around the curve to passing the stop he would have had.

Basically, your final comment is pointless here. The only way I could have given him more warning I was there would have been to wear a hi-viz with a flashing light on top, and the way he kept looking down as he approached I'm not sure he'd even have noticed that.

Do you have a mobile phone? If so, in future it is probably worth using that to grab the driver's attention, either with your screen illuminated or the torch switched on. I do the latter, ensuring I move it so the driver is aware it isn't something else, such as a bike.

 

[Teapot42]

Do you have a mobile phone? If so, in future it is probably worth using that to grab the driver's attention, either with your screen illuminated or the torch switched on. I do the latter, ensuring I move it so the driver is aware it isn't something else, such as a bike.

I've seen that suggested for remote, unlit stops. As mentioned, there is a streetlight right next to the stop, in that case would it make much difference? Also, it wasn't dark yet, just dusk, so it's not as if I'd have been totally invisible.

My gut feeling is the driver was distracted and wasn't expecting anyone to be waiting there. The service is quite 'tidal' and very few people would be going in to town at the time I was travelling. He's probably not used to picking up at that stop at that time.

 

[WibbleWobble]

I've seen that suggested for remote, unlit stops. As mentioned, there is a streetlight right next to the stop, in that case would it make much difference? Also, it wasn't dark yet, just dusk, so it's not as if I'd have been totally invisible.

Streetlights these days are so dim in comparison to old lighting that can be difficult to see an intending passenger even in urban areas. I've seen cases of drivers nearly not stopping for a passenger standing by a lit shelter because the lighting is poor.