Complaints Procedure

Perryman's Buses code of practice on customer suggestions and complaints

In its commitment to deliver a reliable, professional and friendly service Perryman's Buses Ltd welcome suggestions, both positive and negative.

All complaints are dealt with tact and consideration and never taken personally.

If Perryman's Buses under deliver it will offer a sincere, speedy apology and a genuine commitment to avoid a repetition.

Complaint procedure

  • Your complaint will be acknowledged in five working days.
  • You will receive a reply to your complaint within 10 working days. If the team cannot give you an answer within this period Perryman's Buses will write to you to explaining why and give an indication of when you can expect a full response.
  • If Perryman's Buses is at fault it will apologise and try to put things right.
  • If Perryman's Buses are not at fault it shall explain why.
  • If you are unhappy you can request your complaint be referred to Perryman's Buses managing director.

If you are still not satisfied you can refer your complaint to the Bus Appeals Body:

  • For complaints in England or Wales, please send details to: Bus Appeals Body, Terminal House, Shepperton TW17 8AS
  • Telephone: 0300 111 0001
  • Email: enquiries@bususers.org
  • For complaints in Scotland, please send details to: Bus Appeals Body, Hopetoun Gate, 8b McDonald Road, Edinburgh EH7 4LZ
  • Telephone: 0300 111 0001
  • Email: enquiries@bususers.org

There are various ways to make suggestions and complaints:

  • By post: Perrymans Buses, Ramparts Business Park, North Road, Berwick-Upon-Tweed, TD15 1TX
  • By email: enquiries@perrymansbuses.com
  • By telephone: 01289 308719
  • Via the website: please use the form below

All of Perryman’s Buses vehicles and premises are fitted with modern CCTV systems. Click here for more details.

Send A Compaint

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