Complaints Handling Procedure

Complaints are dealt with in accordance with our Complaints Handling Procedure, as detailed below. You can download a copy here.

 

Who we are

Transport for West Midlands (TfWM), part of the West Midlands Combined Authority (WMCA), is a public body that is funded by the seven metropolitan borough local authorities in the West Midlands. Bus, train and tram services in the West Midlands are directly provided by operators with whom the WMCA works closely with to develop all modes of public transport across the network.

Our role

Our role is to promote sustainable travel and the use of public transport. This includes providing funding for some bus services that are considered socially necessary, but not commercially viable. We aim to provide a simple, high quality service to support your travelling needs. Our Complaints Handling Procedure explains what you can expect from us if you need to make a complaint.

What happens if something goes wrong

We recognise that occasionally things may go wrong and when they do you can tell us. You can contact Transport for West Midlands (TfWM) in a number of ways. This includes by phone, email, online or by post. Please visit our ‘Contact Us’ page for more details

What you can expect from us

If you raise a complaint with a member of our staff, they will do all they can to resolve the problem straight away. However, we will tell you if this is not possible. We aim to resolve complaints within 10 working days, however some investigations may take longer as we may need to liaise with an operator or third party. We will acknowledge your complaint and keep you updated on our progress until the case is resolved.

To help us with our investigation, we ask that you include as much information in your complaint as possible, for example;

• Your contact details;

• Date, time and location (if applicable);

• copy of your ticket or proof of travel (where applicable); and

• Any other relevant information that you can provide.

Complaints relating to third parties

Public transport within the West Midlands is delivered through multiple organisations. If you make a complaint which relates to a third party supplier, we will work with the provider to investigate thoroughly the details of your complaint and co-ordinate a response accordingly. This will involve us sharing your information with the third party. Depending on the nature of the complaint, we may pass this on directly to the third party, where it will be managed in accordance with their own complaints handling procedure. Please see our Privacy Statement for more details

What happens if you are still not happy

If you are not happy with the way we have resolved your complaint, you can ask for this to be reviewed or escalated to our Customer Services Team Leader. In the unlikely event you are not happy with that outcome, you can ask for your complaint to be reviewed or escalated to our Customer Relations Manager for a final review and response.

Local Government Ombudsman

You can contact the Local Government Ombudsman at any time about your complaint.

However, the Ombudsman usually gives Transport for West Midlands, part of the West Midlands Combined Authority, the opportunity to investigate first.

 

Local Government Ombudsman

PO Box 4771

Coventry

CV4 OEH

 

Website: www.lgo.org.uk

Text: 'call back' to 0762 481 1595

Phone: 0300 061 0614

Lines are open Monday to Friday from 8.30am to 5.00pm (except public holidays)

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