Complaints Policy
Metrobus has a passion for customer service and is committed to providing the highest standards of professional service for all of our customers.
We love to hear from our customers as it helps us to continually improve our services and help us put things right when they have gone wrong. We understand that sometimes things can go wrong and when they do, you want issues to be resolved as quickly and efficiently as possible. We also want to hear when a member of our staff makes your day we can commend them.
Getting in touch
If you have any feedback about our services our customer services team are open from 0600 until 2200 Mondays to Fridays, 0800 until 2200 Saturdays, Sundays and Bank Holidays. You can contact us directly via social media on Facebook or X, call us on 01273 886200 or email us at [email protected]. We take all feedback seriously and endeavour to respond within five working days and where we have failed we offer a genuine commitment to avoid repeating any failures.
Not happy with your response?
If you are dissatisfied with the response you receive then please get in touch via our customer services team, requesting escalation to a manager. Your complaint will then be reviewed by the relevant member of our management team who will respond to you as soon as possible.
Bus Users UK
If you are not happy with the handling of a complaint, you may wish to contact the Bus Users UK, an independent body which caters for the interests of customers by providing an independent means of reviewing customers' complaints when these have not been settled with bus operators. Once they have details of your complaint, if appropriate, they will contact us on your behalf. If they can't resolve it, they are partners in the Bus Appeals Body who will issue a decision about your difficulty.