Report a bus or coach service or driver
Report a bus or coach service or driver for turning up late, not stopping or breaking safety or accesibility rules.
Applies to England, Scotland and Wales
There’s different guidance about reporting a heavy goods vehicle (HGV) driver or company.
Report bus driver rudeness
Complain directly to the bus or coach operator if their driver was rude to you. If you’re not happy with their response:
- complain to Bus Users UK if the journey was in England (outside London), Scotland or Wales
- complain to London TravelWatch if the journey was in London
Report buses arriving late, early, not stopping or not turning up
In England (outside London) and Wales
You can report them anonymously or give your details - check what this means before you make your report.
Email or call the Driver and Vehicle Standards Agency (DVSA) to make a report. Include as much information as possible about:
- what happened
- the journey you were trying to make (for example the bus route number or where you were travelling to and from)
- the name of the company providing the bus or coach service
- the date it happened
- the time it happened
DVSA Intelligence unit
enquiries@dvsa.gov.uk
Telephone: 0300 123 9000
Monday to Friday, 7:30am to 6pm
Find out about call charges
Find out what happens after you have made your report to DVSA.
In London
Complain to Transport for London (TfL) about scheduled bus services in London arriving late, early, or not turning up at all.
In Scotland
Complain to Bus Users Scotland about scheduled bus services in Scotland arriving late, early or not turning up at all.
Report problems with features or help for disabled people
You can report a bus or coach service to DVSA if you think it broke accessibility rules. This includes problems with:
- help getting on and off a bus or coach
- ramps and lifts
- using a wheelchair
- travelling with an assistance dog
- priority seats (buses only)
- seat armrests (coaches only)
- steps and stairs
- handrails, poles and handholds
- floors and aisles
- ‘stop’ or bell buttons (buses only)
- route and destination displays
Check the guidance on bus and coach features and help for disabled people to find out what the law says.
Report the problem online
You can choose whether or not to give your name and contact details when you report the problem.
You need the:
- date and time it happened
- bus or coach service number (route number)
- name of the stop where you got on or wanted to get on
- name of the stop where you got off or wanted to get off
- name of the company running the bus or coach service (if you know it)
Report a bus driver speeding, drink-driving or driving while disqualified
Contact the police to report a bus or coach driver drink-driving, speeding or driving while disqualified.
Report an unsafe bus or coach
You can report a bus or coach driver or the vehicle operator to DVSA if you think they’re:
- using vehicles that are not safe to drive
- breaking drivers hours rules
You can report them anonymously or give your details - check what this means before you make your report.
Email or call DVSA to make a report. Include as much information as possible about:
- why the vehicle was unsafe
- the journey you were trying to make (for example the bus route number or where you were travelling to and from)
- the name of the company providing the bus or coach service
- the date it happened
- the time it happened
DVSA Intelligence unit
enquiries@dvsa.gov.uk
Telephone: 0800 030 4103
Monday to Friday, 7:30am to 6pm
Find out about call charges
Find out what happens after you have made your report to DVSA.
Reporting something to DVSA anonymously
If you call or write anonymously:
- you will never be asked for your name or to provide contact details
- your call will not be traced
- you will not have to make a statement or be called as a witness
- you will not have to appear in court
Depending on the incident you’re reporting, it might be possible for the driver or company to work out that you reported it - even if you report it anonymously.
Example You report a bus driver on a service that you use at the same time each evening. The incident you report happened when you were the only passenger on the bus. The driver would likely be able to work out that you reported them.
If you do give your contact details
You can ask to remain anonymous if you give DVSA your contact details. However, you might:
- be contacted for more information
- be asked to provide a statement
- have to act as a witness and appear in court
Read the privacy notice for reporting a lorry, bus or coach driver or company to find out more about how your details are stored and used.
What happens after you have reported something to DVSA
DVSA will review the information you sent. They will decide what to do next, which could include:
- asking DVSA examiners to investigate the case
- asking you for more information if you did not make the report anonymously
- working with other government departments and agencies or the police
Make sure you stay safe
For your own safety, do not:
- tell anyone that you’ve given the information to DVSA
- try to get more information about the offences you’ve reported or about any other criminal activity
- encourage anyone to commit a crime so that you have more evidence
Getting feedback on what happened
If you ask DVSA to give you feedback on what happened, you’ll get it when:
- any investigation and criminal or other official proceedings have ended
- a decision has been made if the person appeals against their verdict
DVSA cannot give feedback on an ongoing case. Criminal investigations can take time.