How to raise a concern
Contact us by email or telephone using the details on the contact page. Please include the date, approximate time, route or journey reference if known, what happened and the outcome you are seeking.
Complaints and feedback
Tell us what happened and what you need from us
We welcome feedback and take concerns seriously. Clear information helps us respond promptly, protect passengers and identify improvements.
What happens next
We will acknowledge the complaint, assess any immediate safety or safeguarding issue, identify who should investigate and provide an update through the agreed contact route.
- Immediate risks are escalated without waiting for the complaint review
- Relevant records and accounts may be examined
- Personal information is shared only where necessary
- Outcomes and corrective actions are recorded
Urgent safeguarding or danger
If someone is in immediate danger, call 999. Safeguarding concerns may also need to be reported to the relevant local authority or police. A complaint submitted to us should not delay an urgent referral.
Feedback and accessibility
If you need help making a complaint or require a different communication format, tell us what support would help. Positive feedback is also welcome and will be shared appropriately.
Talk to our team
Contact Urban Transit Solutions →Have a transport requirement or assurance question?
Tell us what you need and we will respond through the appropriate route.