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.
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 –
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:
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 –
You can find the contact details for each authority below –
Local Authority Contact Details
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 –
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
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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