Complaints Procedure

Perryman's Buses Code of Practice on Customer Suggestions and Complaints

Perrymans Buses Ltd welcome suggestions and both positive and negative feedback because they help us to improve our services and put things right when they have gone wrong.

We want you to contact us rather than just stop using our services.

We will handle complaints with tact and consideration and never take them personally.

We know that you want to be taken seriously more than anything else. When we have failed we will offer a sincere, speedy apology and a genuine commitment to avoid a repetition.

Complaint Procedure

  • Your complaint will be acknowledged in 5 working days and you will be  informed who is dealing with it.
  • You will receive a reply to your complaint within 10 working days. If we cannot give you an answer within this period we will write to you to explain why and give an indication of when you can expect a full response.
  • If we are at fault we will apologise and try to put things right.
  • If we are not at fault we will explain why.
  • If you are unhappy you can request your complaint be referred to a Managing Director of the Company.

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
  • For complaints in Scotland, please send details to: Bus Appeals Body, Hopetoun Gate, 8b McDonald Road, Edinburgh EH7 4LZ
  • Telephone: 0300 111 0001
  • Email:

There are various ways that can make suggestions and complaints:

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

All of our buses and premises are fitted with modern CCTV systems. Click here for more details.

Send A Compaint

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