Beyond Your Journey – Comments and Suggestions
Somerset Council welcomes feedback on bus services across the county. You can send comments or suggestions using our page Complaints, comments and compliments or by calling 0300 123 2224.
We use your feedback to identify issues and improve local bus services.
Beyond Your Journey – Compliments and Complaints
Please contact the local bus operator directly in the first instance regarding any issues relating to:
- driver behaviour
- reliability, including early or late services
- vehicle cleanliness
- fares and ticketing
- bus services and timetables
For other issues, contact Somerset Council. Use our complaint, comment or compliment form or call 0300 123 2224.
Response times
We aim to respond within 10 working days.
If we cannot meet this timescale, we will contact you and give a new response date.
Independent Appeals
If you are not satisfied with our response, you can contact Bus Users UK. They may be able to help resolve your complaint.
You can contact them:
- by email at Contact Bus Users UK
- by phone on 0300 111 0001
- by post at:
Bus Users UK
22 Greencoat Place
London
SW1 1PR
They may refer your complaint to the Bus Appeals Body. Somerset Council and local bus operators follow the recommendations of the Bus Appeals Body.
What to expect when things go wrong
If Somerset Council or a bus or coach operator does not meet the commitments in this charter, you may be entitled to an apology. You may also receive compensation where appropriate.
If the last scheduled bus is more than 45 minutes late or cancelled, you can claim back the cost of a taxi to your destination stop. You must provide a receipt and details of the journey, including the date, time and locations.
If a service fails or breaks down due to issues within the operator’s control, and you miss a connection, compensation may be available. This applies to connections with other bus or rail services.
If you arrange alternative travel, you should include receipts with your complaint. The operator will review each claim on a case-by-case basis.