Guidance

Report a bus arriving late, early, not stopping or not turning up

Report a bus or coach that was late, left early, did not stop or turn up to DVSA if the service was in England (outside London) or Wales.

From:
Driver and Vehicle Standards Agency
Published
13 October 2025

Applies to England and Wales

There’s different guidance about reporting bus driver rudeness or an unsafe bus or coach.

Report a bus in London

Complain to Transport for London (TfL) about scheduled bus services in London.

Appeal to London TravelWatch if you are not happy with the response or you do not get a response.

Report a bus or coach in England (outside London) or Wales

Complain to the bus or coach operator if your journey was affected and you want an apology, refund or compensation.

Explain what happened and what you want them do. Give them 14 working days to respond.

Contact Bus Users UK if you are not happy with the response from the operator or you do not get a response.

Report the problem to DVSA

Fill in the online form to report the problem to DVSA.

DVSA uses reports from passengers to look for wider reliability problems with operators and services. DVSA passes evidence it gathers to the Traffic Commissioners for Great Britain, who are the regulators who can take action against bus operators.

DVSA cannot help with getting refunds or compensation, and will not respond to individual reports.

You need to include:

  • the date and time it happened
  • the bus or coach service number (route number)
  • where you got on or wanted to get on
  • where you got off or wanted to get off
  • the name of the bus or coach company running the service (if you know it)

You can choose whether or not to give your name and contact details when you report the problem.

Start now

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 you for more information if you did not make the report anonymously
  • passing evidence onto the Traffic Commissioners for Great Britain, who can take action against bus operators

DVSA will not respond to your report.

Updates to this page

Published 13 October 2025

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