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This information applies to England, Wales and Scotland
Bus and Coach services
Bus services outside London are run by private operators or are services subsidised by a Passenger Transport Executive or a local authority. There are six Passenger Transport Authorities (PTAs) in England and one in Scotland. Each PTA has a Passenger Transport Executive, which is responsible for subsidised services in its area (see under heading Addresses).
Local authorities may provide some bus services and they must provide bus services to meet the needs of elderly and disabled people. The local authority will normally have a public transport officer responsible for bus services.
Bus services in London are the responsibility of Transport for London (TFL), which gives contracts and licences to private bus operators.
All coach services in Britain are privately operated.
Penalty Fares
In London only, you may liable to pay a penalty fare if you travel without a ticket or valid pass. A penalty fare is not a fine but is a fare set at a higher rate than the normal fare.
If you do not pay the bus penalty fare when asked, you must give your name and address to the official representative of Transport for London (TFL). Refusal to supply these details is a criminal offence and you could be prosecuted. If you want to appeal against being charged a penalty fare - whether you have paid it or not – you have 21 days to do this. TFL then has to show why you should pay and, if you continue to refuse, will have to take proceedings in the county court. If you want to appeal write to Revenue Protection Services (for address, see under heading Transport services in London).
If you feel you have been unfairly treated by being charged a bus penalty fare you should complain in writing to Transport for London (for address, see under heading Transport services in London).
Complaints about bus services
If you have a complaint about any bus service (for example, unsafe driving, overcharging, late running, unacceptable staff behaviour) you should complain directly to the bus operator. The name and address of the operator must be shown on the vehicle and will also usually be displayed inside. In London, you can complain directly to Transport for London (TFL).
Many private operators and Passenger Transport Executives have charters or codes of practice setting out how complaints are dealt with and what a passenger can expect.
If you have complained about a bus service outside London and are not satisfied with the way the operator has dealt with your complaint, you can take it to:-
- In England and Wales only, the Bus Appeals Body (whether the service is operated privately or subsidised) (for address, see under heading Addresses); or
- the Traffic Commissioner for the area, the local authority responsible for the service or the local Passenger Transport Executive (for addresses, see under heading Addresses)
- in Scotland, the Bus Passengers' Platform (BPP) – see under heading Addresses.
If you have complained about a London bus service and are not satisfied, you should contact London TravelWatch (for address, see under heading Transport services in London).
If you are travelling outside London and have a general complaint about bus services, for example, about the lack of a service in your area or where a bus stop or shelter is situated, you should contact the local authority or, if you are in an area covered by a Passenger Transport Authority, the Passenger Transport Executive (for addresses see under heading Addresses). In London, you should contact Transport for London (TFL) Buses Customer Service Centre (for addresses, see under heading Transport services in London).
If you have a complaint about a bus service in Scotland, contact the bus service operator first. If this does not resolve the problem you can take your complaint to the Bus Passengers' Platform (BPP) – for the address see under heading Addresses. BPP can deal with complaints about service failures, staff behaviour, service provision and fares, and - if your complaint is upheld - can make the bus operator pay compensation. You must complain to BPP as soon as possible, and no later than 28 days after you've received a final response from the bus operator. If the complaint is outside their remit, BPP will pass it to a body who can deal with it, such as the Traffic Commissioner, or the Bus Appeals body. You cannot go directly to the Bus Appeals Body with a complaint about bus services in Scotland. You can also complain directly to the Traffic Commissioner for Scotland. The Traffic Commissioner cannot award compensation but can fine a bus operator or withdraw their operator's licence.
Complaints about coach services
Anyone who has a complaint about the quality of a coach service should address the complaint to the operator. If you are not satisfied with the way in which the operator has dealt with the complaint you should complain to the Bus Appeals Body (BAB) (for the address, see under heading Addresses).
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Rail and Underground services
Penalty fares
Rail services
Railway operators can impose a penalty fare on a passenger who travels without the correct ticket in some areas. This will be an on the spot penalty above the normal fare and is not a fine. If the fare you should have paid is £10.00 or less, the penalty will be £20.00. If the fare was over £10.00, the penalty fare will be double the fare.
You may want to appeal against a penalty fare if there was:-
- insufficient notice that you were travelling in a penalty fare area because, for example, signs were inadequate,
- English is not your first language, or you were unable to read the notices because you are visually impaired
- inadequate opportunity to buy a ticket to travel because, for example, there was a long queue at the ticket office and the ticket machine was not available, or you were unable to use a machine because of a physical disability.
An appeal should be made to the Independent Penalty Fares Appeal Service (IPFAS) (for address, see under heading Addresses).
There is a criminal offence of travelling on a train with the intention of avoiding paying the fare. If you are charged with this offence, you should get further advice from a specialist adviser, for example at a Citizens Advice bureau.
Underground services
Penalty fares are only imposed on London underground services and not underground services outside of London. Penalties are imposed for the same reason as on buses, and are dealt with in the same way - see under heading Bus and Coach services.
If you want to appeal against a penalty fare, you should write to the London Underground Penalty Fares Appeals Office – see under heading Transport services in London.
Complaints about rail services
If you have a complaint about a train journey or a train delay or cancellation, you should address it to the train operator’s customer services officer. You may be entitled to compensation for late or delayed services. You should check this with the train operator’s customer services officer. If you are complaining about a station, you should find out whether the station is run by a train operating company or by Network Rail. You can do this by checking the logo displayed at the station. You should then address the complaint to the appropriate customer services officer.
For information about what compensation you can get if your train is delayed, see Frequently asked questions about transport.
Train operators must have a passengers’ charter that has been approved by the Office of Rail Regulation. As well as setting out service standards, the charter gives information on how to complain. If you want to make a complaint you can get a complaint form at a station or you can complain by telephone. Notices at stations and on trains give complaint addresses and telephone details.
If a complaint is likely to involve more than one company, or you are not sure which company you should make your complain to, complain to whoever seems most likely. This company should then deal with the complaint or forward it to the appropriate company or companies.
If you are travelling outside London and you are not satisfied with the way in which the train company or Network Rail has dealt with your complaint, you should complain to Passenger Focus (see under heading Addresses) In London, you should contact London TravelWatch (see under heading Transport services in London for address).
Complaints about the National Rail Enquiry Service
The National Rail Enquiry Service gives telephone information on timetables, fares and tickets on any route. It also gives information about engineering works and the best or cheapest route to use. The telephone number is 08457 484950.
If you have been given incorrect information, complain to Passenger Focus (see under heading Addresses). You will need to give the date and time you made the call to the National Rail Enquiry Service and your own telephone code for them to identify the call centre which handled your original enquiry.
Complaints about underground services
Outside London there are underground services in Merseyside, Tyne and Wear and Glasgow. They are the responsibility of the Passenger Transport Executive for the area (see under heading Addresses for addresses). Underground services in London are the responsibility of Transport for London (TFL) (see under heading Transport services in London for address).
If you have a complaint, go to the service operator. The operator’s name and address must be displayed on the train and will also be displayed in the station.
In London, if you are not satisfied with the outcome of your initial complaint to the line manager you can complain to London Underground Customer Service Centre (see under heading Transport services in London for address).
If you are still not satisfied you should complain to London TravelWatch (see under heading Transport services in London for address).
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Taxis and minicabs
In all areas outside London, the local authority regulates taxis and minicabs and their drivers. In London, taxis, minicabs and their drivers are licensed by the Metropolitan Police at the Public Carriage Office (see under heading Transport services in London for address).
Complaints about taxis and minicabs
Taxis
If you have a complaint about, for example, a driver’s behaviour, unsafe driving, the driver not taking the direct route, or the meter apparently being wrongly set, complain to the taxi operator. If you are not satisfied with the response then complain to your local authority, quoting, where possible, the licence number. The licence number is usually displayed both inside and outside the taxi.
If you are complaining about a taxi service in London and are not satisfied with the response you have received, take the complaint to the Public Carriage Office, giving the driver’s badge number and as much information as possible about the complaint (see under heading Transport services in London for address).
Minicabs
You should first complain to the operator. If you are not satisfied with the result of a complaint to the minicab operator, go to your local authority or the Public Carriage Office if you live in the London area.
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Personal injury and damage to property
If you are injured or your property is damaged while travelling on public transport other than a train (for example, you have fallen downstairs on an escalator), you should report it to the operator. You may also want to consider whether you can get compensation for any injury or damage caused by the accident.
If you are injured or your property is damaged on a train, complain to the train operator or Miller Rail Claims (see under heading Addresses for address). If you suspect there has been a health and safety breach you should report it to the Health and Safety Executive (see under heading Addresses).
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Concessionary fares
Your local council may offer cheaper fares for some people, for example, people of pension age, disabled people or school students. These concessions may apply to all sorts of public transport – buses, trains, trams and the underground. In some cases, your local council must offer you concessionary fares - see under heading Free bus travel.
If you want to know whether you qualify for a concession, contact your local authority public transport information officer or the Passenger Transport Executive (see under heading Addresses).
If you live in London, for information about concessionary travel, visit:  www.freedompass.org.
Free bus travel
England
In England, all people aged 60 or over, and disabled people of any age, are entitled to free bus travel (at off-peak times ) on buses anywhere in England. Off-peak times are between 9.30am and 11pm on weekdays and all day on the weekend and on bank holidays.
They will also get any additional concessions which a local authority chooses to offer on top of that.
There are different times for off-peak bus travel in London. For more information, go to: www.freedompass.org.
Wales
In Wales, the following people can have a free bus pass:
- people aged 60 or over
- disabled people
- essential companions for disabled people. The bus pass shows whether a companion is essential.
The bus pass is available from your local authority. It allows you free bus travel at any time and can be used in all local authority areas in Wales.
Scotland
In Scotland, the following people can have a national Entitlement Card. This allows them free bus travel anywhere in Scotland:
- people aged 60 or over
- disabled people
- essential companions for disabled people. The Entitlement Card shows whether a companion is essential.
The Entitlement Card is available from your local authority. Further details about the scheme and how to apply are available from the Info Scotland website at www.transportscotland.gov.uk.
Concessionary fare scheme for young people in Scotland
In Scotland, young people aged 16 to 18 and full-time volunteers aged 19 to 25 are entitled to reduced fares on buses, trains and ferries. You need a national Entitlement Card to access the scheme. These are available from your local authority. You can get further information from the scheme's website at www.givememycard.org.
Jobseekers on the New Deal
Jobseekers on a New Deal scheme may get reduced price travel on trains, coaches and buses when looking for work. Reduced price travel may also be available during the first few months of commuting to a new job. The amount of reduction and the conditions which apply depend on the travel company you are using. Contact your Jobcentre Plus office for more information. You'll need to apply for a photocard to use when buying your ticket.
Londoners on Income Support
If you live in London and get Income Support, you may be able to get half-price fares on buses and trams in London.
You may be able to get half-price fares if you:
- live in London, and
- are aged between 18 and 59, and
- are claiming Income Support, and
- are not getting any other free or discounted travel concessions.
You can find more information about this scheme, including how to apply, on the Transport for London website at: www.tfl.gov.uk.
For more information about Income Support, see Help for people on a low income – Income Support
Disability access
Most public transport providers have a policy on providing access for disabled travellers.
For more information on disability access, see Public transport in Transport options for disabled people.
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Addresses
Passenger Transport Executives (PTEs)
Greater Manchester PTE
Box 429
9 Portland Street
Piccadilly Gardens
Manchester M60 1HX
Tel: 0161 242 6000
Fax: 0161 228 3291
Merseyside PTE (Merseytravel)
24 Hatton Garden
Liverpool L3 2AN
Tel: 0151 227 5181
Fax: 0151 236 2457
South Yorkshire PTE
PO Box 801
Exchange Street
Sheffield S2 5YT
Tel: 0114 276 7575
Fax: 0114 275 9908
Tyne and Wear PTE (Nexus)
Cuthbert House
All Saints
Newcastle upon Tyne NE1 2DA
Tel: 0191 203 3333
Fax: 0191 203 3180
West Midlands PTE (Centro)
Centro House
16 Summer Lane
Birmingham B19 3SD
Tel: 0121 200 2787
Fax: 0121 214 7272
West Yorkshire PTE
Wellington House
40/50 Wellington Street
Leeds LS1 2DE
Tel: 0113 251 7272
Fax: 0113 251 7333
Stathclyde PTE
Consort House
12 West George Street
Glasgow G2 1HN
Tel: 0141 332 6811
Fax: 0141 332 3076
Traffic Commissioners
Northern
Hillcrest House
368 Harehills Lane
Leeds LS9 6NF
Tel: 0113 254 3291
Fax: 0113 248 9607
Eastern
City House
126-130 Hills Road
Cambridge CB2 1NP
Tel: 01792 454390
Fax: 01223 309684
West Midlands and South Wales
Cumberland House
200 Broad Street
Birmingham B15 1TD
Tel: 0121 609 6801
Fax: 0121 608 1001
Western
2 Rivergate
Temple Quay
Bristol BS1 6EH
Tel: 0117 900 8577
Fax: 0117 929 8352
South Eastern and Metropolitan area
Ivy House
3 Ivy Terrace
Eastbourne BN21 4QT
Tel: 01323 452400
Fax: 01323 726679
Scotland
Argyle House
3 Lady Lawson Street
Edinburgh EH3 9SE
Tel: 0131 200 4955
Fax: 0131 229 0682
Bus Appeals Body
England
The Bus Appeals Body
c/o BUS USERS UK
PO Box 2950
Stoke-on-Trent
ST4 9EW
Tel: 01782 442 855
Fax: 01782 442 856
E-mail: enquiries@bususers.org
Website:www.bususers.org
Wales
Bus Users UK
PO Box 1045
Cardiff
CF11 1JE
Tel: 029 2022 1370
Scotland
Bus Passengers' Platform (BPP)
Scottish Government
Area 2D Dockside
Victoria Quay
Edinburgh
EH6 6QQ
Tel: 0131 244 1709
E-mail: admin@ptucscotland.gov.uk
Office of Rail Regulation (ORR)
Office of Rail Regulation
One Kemble Street
London
WC2B 4AN
Tel: 020 7282 2000
Fax: 020 7282 2040
Website: www.rail-reg.gov.uk
Miller Rail Claims
Room A201
MacMillan House
Paddington
London
W2 1YJ
Independent Penalty Fare Appeals Service (IPFAS)
PO Box 14697
London
SE1 8ZJ
Website: www.penaltyfares.co.uk
Passenger focus
Freepost WA1521
Warrington
WA4 6GP
Telephone: 08453 022 022
Textphone: 0845 850 1354
Fax: 0845 850 1392
E-mail: hello@passengerfocus.org.uk
Website: www.passengerfocus.org.uk
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Transport services in London
Transport for London Buses
London Buses Customer Services
84 Eccleston Square
London
SW1V 1PX
Tel: 0845 300 7000 (Mon-Fri 8.00am-8.00pm)
Textphone: 020 7918 4435
24 hour travel info line: 020 7222 1234
E-mail: customerservices@tfl-buses.co.uk
Website: www.tfl.gov.uk/buses
London Underground
Customer Service Centre
London Underground
55 Broadway
London
SW1H 0BD
Tel: 0845 330 9880 (8.00am-8.00pm)
24 hour travel info line: 020 7222 1234
E-mail: customerse@tfl.gov.uk
Website: www.tfl.gov.uk/tube
Penalty Fares Appeals offices
London Underground
Penalty Fares Appeals Office
London Underground Limited
55 Broadway
London
SW1H 0BD
London Buses
Revenue Protection Services
London Bus Services
PO Box 3893
London
SWIW 9FL
Docklands Light railway
The Penalty Fares Administrator
Serco Docklands Limited
Castor Lane
Poplar
London E14 0DS
Tramlink
Tram Operations Ltd
Penalty Fare Administration
Tramlink Shop
5 Suffolk House
George Street
Croydon
CR0 1PE
London TravelWatch
6 Middle Street
London
EC1A 7JA
Tel: 020 7505 9000 (Monday to Friday, 9.30 to 17.00)
Fax: 020 7505 9003
E-mail: enquiries@londontravelwatch.org.uk
Website: www.londontravelwatch.org.uk
Public Carriage Office
15 Penton Street
London
N1 9PU
Tel: 0845 602 7000
Website: www.tfl.gov.uk/pco
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