Complaints policy

If something has gone wrong, we want the opportunity to put it right quickly and fairly.

How to complain

Email bookings@northwesttravelnetwork.co.uk and include your booking reference, passenger name, journey date, what happened and the outcome you are seeking. Photos or other relevant evidence can be included where useful.

What happens next

We will acknowledge the complaint as soon as reasonably practical, investigate the booking record and any relevant communications, and contact the operator or driver where necessary. We aim to give a substantive response within 14 days, although complex cases may take longer.

Safety or safeguarding concerns

Please identify urgent safety, accessibility or safeguarding concerns clearly so they can be prioritised. Where an incident requires action by the police, licensing authority or another public body, customers should contact that body directly as appropriate.

Refunds

Where a complaint includes a cancellation or refund request, our Cancellation & refund policy will also apply.

Last updated 25 August 2026.