Frequently Asked Questions
Hopping on and off the bus is something many of us take for granted, but for some first-time bus users the experience can be an overwhelming one, especially for
children and those new to the area.
Our FAQs are designed to tell you everything you need to know about using our buses. Whether you’re new to our buses or a daily commuter,
you may find something you didn't know here!
Please click on one of the questions to reveal its answer.
EYMS investigate and respond to all complaints that are received by phone, letter or email. We aim to respond within ten working days, and if we are not able to complete our investigation within that time (if, for instance, we are waiting for further information) we will get in touch to let you know why we haven’t responded yet.
The first point of contact for all complaints is our Customer Relations Officer, who will take details of the complaint and log it. Complaints may also be taken by BusLine staff, Travel Centre staff, Depot Supervisors and Managers. Once the complaint is logged, the Customer Relations Officer will ensure that we have all the required information to be able to identify the relevant journey, bus or driver involved. The Customer Relations Officer will then investigate the complaint, or pass it on to the appropriate manager for further investigation. The investigation can involve using our GPS systems to track buses, getting statements from drivers or other staff members, downloading and viewing CCTV footage, examining on-bus telemetry records, speaking to witnesses, visiting bus stops, reviewing smartcard travel logs or listening to recordings of calls.
Once we have investigated the complaint fully we will take the appropriate action and respond to you with our findings.
If you need to make a complaint please use our customer feedback form. If you are contacting us regarding a particular journey, please make sure you include as much information as possible, including the time, direction, where you got on and off the bus, and the service number. Alternatively, if you’d rather speak to someone in person, you can contact the Customer Relations Officer on 01482 327142 during office hours.
If we haven’t resolved a complaint to your satisfaction you can contact Bus Users UK
We do also welcome compliments or commendations about our staff or services, and pleasingly we receive many letters and emails of praise each year – you can see some on our Happy Customers page. Please do tell us if a member of our staff goes that extra mile to help – we always pass on your comments to the employee concerned, and it’s good to be able to let them know that their efforts are appreciated.
Additionally, see our leaflet on Help us
make your journey better (PDF, 242Kb, opens in new window)
Note: some of the documents on this page are in PDF format. In order to view a PDF you will
need Adobe Acrobat Reader.