Improve My Journey

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

• Arriva – Contact Us | Arriva Bus or 0344 800 44 11
• Stagecoach – Contact us FAQs | Stagecoach (stagecoachbus.com) or 0345 241 8000
• Go North East – How to get in touch – Go North East
• Hodgson’s Coaches – Contact Us – Hodgsons Buses
• Paul’s Travel – 01429 236360
• Weardale Travel – [email protected] or 01388 760465

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 (www.gov.uk)

Across Tees Valley, most bus stop locations are owned and maintained by the relevant local authority for the area. Therefore, if you would like to report an issue about a bus stop or shelter (such as smashed glass, damaged timetable cases or graffiti), then we recommend you contact the relevant local authority who will work to rectify damages as soon as possible.  

When getting in touch to report issues, we recommend providing as much detail as possible to ensure your concerns can be addressed without delay. This includes providing details such as –  

• The detail of the issues (e.g. smashed shelter panel/ glass), including images where possible. 
• The bus stop location (such as the street is on, or a notable landmark) 
• The bus stop number (this should be on the timetable)  

You can find the contact details for each authority below –  

Local Authority Contact Details

• Darlington Borough Council bus stops – email [email protected] or telephone 01325 405222 
• Hartlepool Borough Council bus stops – email [email protected] or telephone 01429 401764 
• Redcar & Cleveland Borough Council bus stops – email [email protected] or telephone 01642 774774 
• Stockton-on-Tees Borough Council bus stops – email [email protected] or telephone 01642 391959 
• Middlesbrough Council bus stops – report through Report | Middlesbrough Council for bus stops with no shelter only. 

In addition to the local authority owned stops, some of the bus shelter locations across Tees Valley are owned and maintained by Clear Channel UK – this includes all bus shelters across Middlesbrough, and various shelters across the other 4 local authority areas.  

If you are aware that the damaged shelter belongs to Clear Channel UK, then you can report it directly to them rather than going through your local authority. This would help to speed up the process in getting damages repaired. The contact details for Clear Channel UK are as below –  

Clear Channel UK

Online – https://www.clearchannel.co.uk/contact 

Via email –  [email protected]  

Telephone – 0800 7313699. 

If you are unsure who to contact, then you can report the damages to [email protected], providing as much detail as possible so a member of the team can pass it along to the relevant authority. 

If you would like to report any issues with at-stop bus information, such as missing, damaged or incorrect bus stop flags and timetables, then this can be reported directly to TVCA at [email protected].   

When getting in touch to report issues, we recommend providing as much detail as possible to ensure your concerns can be addressed without delay. This includes providing details such as –

• The detail of the issues (e.g. smashed shelter panel/ glass), including images where possible. 
• The bus stop location (such as the street is on, or a notable landmark) 
• The bus stop number (this should be on the timetable)

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.