Reporting back and complaining
Transport companies are trying to make their services accessible. They want your custom.
Accessible vehicles are only part of the story and travelling can be difficult if staff have not been properly trained, or if any of the facilities you need are poor. There have been a few cases where disabled people have been refused help or been poorly treated in some other way.
If you think you have been unfairly treated tell the transport operator so that whatever has caused the problem can be put right. In some cases transport companies may be unaware of the difficulties caused by their policies or of the difficulties experienced by disabled people. Similarly if the service is good, tell them. Information about your experiences, good and bad, will help them get their services right.
If the transport company is not helpful, contact one of these organisations:
For complaints about buses contact
England and Wales
Bus Users UK
Tel: 01782 442855
Fax: 01782 442856
www.bususers.org
London
London TravelWatch (formerly the London Transport Users Committee)
Tel: 0207 505 9000
(Monday to Friday, 09:30 to 17:00)
Fax: 0207 505 9003
www.londontravelwatch.org.uk
Northern Ireland
The Consumer Council for Northern Ireland
Tel: 0845 601 6022
www.consumercouncil.org.uk/complaints
Scotland
Bus Users Complaints Tribunal, Scotland
Tel: 0131 200 4955
www.scotland.gov.uk/topics/transport/ptuc/signposting
For complaints about taxis
Your local Council will have a Licensing Office for Taxis. In London, it is the Public Carriage Office at Transport for London.
Public Carriage Office
Tel: 0845 300 7000
Fax: 020 7027 9914
www.tfl.gov.uk/pco
For complaints about trains
Contact Passenger Focus. Passenger Focus campaigns for higher standards and represent passengers to the government and rail industry. Contact them for information on passenger rights, and for help with complaints:
Passenger Focus
FREEPOST (RRRE-ETTC-LEET)
PO BOX 4257
Manchester M60 3AR
Tel: 08453 022 022
Fax: 0845 850 1392
www.passengerfocus.org.uk
In Northern Ireland contact the General Consumer Council - see above.
Door to door and other transport
Although outside the scope of this guide, there are several door to door transport services which carry passengers in a wheelchair. For more information about these contact one of the organisations listed in our information pages.
Organised by voluntary groups
Some voluntary groups offer door to door transport services for local trips and sometimes for longer journeys. Vehicles vary from ordinary cars to wheelchair accessible minibuses. You have to make arrangements in advance and pay a small amount towards the cost. Community transport have information and there are details of local community transport services in England at www.a2binfo.net.
Dial a ride services
These can take you door to door. All vehicles are accessible. Many areas have a dial-a-ride. They may be operated by the local authority, transport operator or a voluntary organisation. You have to book in advance. Fares vary from place to place. You may have to meet their eligibility requirements. Generally you cannot use these services for journeys for which there is alternative transport and they cannot be used for trips you have to do every day, such as getting to work. Contact your local or transport authority, Community Transport or any local information point for details.
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