How to File a Complaint Against Transport for West Midlands

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How to File a Complaint Against Transport for West Midlands

National Express West Midlands, often abbreviated to just West Midlands Bus, is a bus operator that provides services in Birmingham, Dudley, Sandwell, Walsall, and Wolverhampton. The company is a subsidiary of National Express. While West Midlands has an okay reputation, customers may still need to .

This guide will show you how to file a complaint against National Express West Midlands. The process is fairly straightforward. But should you need additional assistance, DoNotPay can help you . More on that later.

Reporting Anti-social Behaviour on a West Midland Bus

Passengers displaying anti-social behaviours should be treated differently than if you have a complaint against the bus company. If you see an unruly passenger that should be reported, here's what you should do:

  1. For reporting a crime, call 101 or use the Live Chat feature with the West Midlands Police
  2. If you feel safe doing so, try to gather evidence of the perpetrator by using your phone's camera
  3. If the occurrence was not a criminal matter, you can report the incident to West Midlands Safer Travel Partnership
  4. Follow the West Midlands Safer Travel Partnership advice page for more tips

Common Complaints Against West Midlands Bus

  • Rude drivers
  • Confusion around buying and using Swift cards
  • Inaccurate timetables on the app
  • Being ignored at bus stops
  • Displays at bus shelters showing inaccurate information
  • Blocking roadways and driveways
  • Shortage of drivers to operate routes

How to Make a Complaint to West Midlands Bus

  • Trying to work directly with West Midlands Bus to find a resolution is the first step.
  • There are other options if West Midland won't remedy your complaint, but all these options require that you try to work with the company first
  • Given that West Midland and its parent company National Express are major bus operators, there are many ways to file a complaint
  • You can reach the company in person, by phone, online, or via social media.
  • It is recommended to first raise the complaint in private before going to social media
  • If the complaint is not resolved in private, then it may be beneficial to make the issue publicly known on social media.
  • Making complaints publicly known on social media is a bit more aggressive, but it may be necessary to get the issue resolved
West Midlands Support/FAQ SiteWeb Page
West Midlands Phone Number0121 254 7272

(open from Monday to Friday, 8:00 am to 6:00 pm)

West Midlands Social MediaFacebook



West Midlands Support EmailContact Page

Using Alternative Dispute Resolution (ADR) To Solve Complaints With West Midland Bus

If you are unable to remedy your complaint with West Midlands Bus, you can escalate it to an ADR case. This is a way to seek a fair resolution without the need of going to court. To do this, you will need to contact the non-profit organization called "Bus Users." Here is how to seek an ADR with Bus Users:

  1. West Midland Bus must be allowed 14 working days after receiving your complaint before it can be escalated to Buss Users.
  2. If the complaint is not redeemed within 14 working days, or if you have not received a reply in that time frame, then you can start working with Buss Users for an ADR
  3. Complaints must be submitted in English or Welsh
  4. The complaint must be communicated in writing unless the user has a communication disability
  5. Most of this process can be done in writing. In nearly all cases, you will not need to appear in person for a hearing.
  6. The complaint must be within the scope of complaints of Bus Users

Types of Complaints Within the Scope of Bus Users

  • Unreliable service
  • Bad attitude of drivers or staff
  • Infrequent service
  • Poor vehicle condition
  • Bus failed to stop at the designated shelter
  • Improper infrastructure
  • Bus lacks capacity for passengers
  • Bus cannot accommodate certain disabilities
  • Ticket issues including price and acceptance
  • Accident or personal injury
  • Violations od European Passenger Rights Regulations

Situations Where Bus Users Cannot Help

  • The complaint has not been presented to West Midland Bus
  • The incident occurred more than 12 months ago
  • The complainant did not use the bus (e.g. pedestrian, car driver, etc.)
  • A complaint that is subject to action
  • The complaint has already gone to ADR or court
  • The complainant has a history of frivolous complaints
  • The complainant displayed abusive behaviour towards West Midland Bus staff

Get Any Customer Service Issue Resolved With DoNotPay

If you need to file a complaint against West Midland Bus, DoNotPay can submit it for you in minutes. We developed automated bots to resolve countless customer service issues quickly, including filing a complaint against West Midland Bus. Here's how to get started:

  1. Go to the DoNotPay website
  2. Select the "File a Complaint" icon
  3. Select the option that best describes your complaint
  4. Input "National Express West Midlands" for the company name
  5. Provide a brief description of the complaint. These details will be used by our automated bots when resolving the issue. Details are important, as this may be used in an ADR if necessary.
  6. Click Submit and that's it!

What Else Can DoNotPay Do?

DoNotPay offers countless other services in the UK and USA. Our automated bots can help resolve numerous customer service and issues. The BBC called us the "World's First AI Consumer Champion."

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