Improve My Journey



Tees Valley Combined Authority work closely with our local bus operators to ensure passengers across the region can expect a safe, comfortable, connected, and high-quality journey experience when using the local bus network, no matter which service they are travelling on.  

All Tees Valley passengers should be able to plan their journey with confidence, enjoy a safe and comfortable waiting environment, and trust the bus will turn up and arrive at their destination on time. However, sometimes things don’t always go to plan, and we encourage passengers to get in touch if something is not quite right with any part of their journey. 

I want to complain about a bus service

If you would like to make a complaint about a particular service, then we would always recommend contacting the responsible operator directly in the first instance. You can find the contact details for all Tees Valley bus operators below.

Bus Operator Contact Details

When getting in touch with any operator, we would recommend providing as much detail as possible to ensure they are able to fully review and respond to your complaint. This includes providing details such as –

  • the date and time when the incident/ incidents occurred.
  • the relevant service number.
  • the bus stop location.

Further escalation and independent appeals

If you disagree with the response received to any complaint, you have the option of either escalating the incident further with the operator themselves, or you can approach Bus Users UK who will try to resolve the issue for you. The contact details for Bus Users UK are:

  • Address: Bus Users UK, Terminal House, Shepperton, TW17 8AS.
  • Telephone: 0300 111 0001
  • Email: [email protected]

If necessary, they may refer your complaint to the relevant traffic commissioner – Traffic Commissioners for Great Britain – GOV.UK (

I’m unsure who to contact

If your query relates to something else, or if you are unsure of who to contact, you can direct your query to TVCA directly using the details below.

Tees Valley Combined Authority

  • Address: Tees Valley Combined Authority, Teesside Airport Business Suite, Teesside International Airport, Darlington, DL2 1NJ
  • E-mail: [email protected]

Response times may differ if we need to contact an alternative authority or operator to assist with your query. If this is the case, then the relevant organisation will contact you to outline the expected response time.

This page is supported by the Tees Valley Bus Passenger Charter.

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