Complaints and Customer Feedback Policy
Redline Buses and Red Rose Travel welcome comments, compliments and complaints. Complaints help us identify problems and improve our services.
Who to contact
Where possible, please complain to the operator that provided the relevant service.
Redline Buses: 01296 426786
Red Rose Travel: 01296 747926
You may also use the online contact form on the Red Group website. If you do not know which operator ran the service, send us the route number, date and approximate time and we will direct the complaint appropriately.
Information that helps us investigate
Please provide as much of the following as reasonably possible:
- route number
- date
- approximate time
- direction of travel
- boarding and destination stops
- vehicle registration or fleet number if known
- ticket information where relevant
- what happened
- what you would like us to consider or put right
You do not have to provide information that is irrelevant to the complaint.
Our response
We aim to acknowledge and, where possible, respond to ordinary customer complaints within five working days. Some complaints require a longer investigation, particularly where we need to:
- speak to employees
- examine ticketing information
- retrieve CCTV
- consider audio recordings
- obtain information from another organisation
- investigate an accident or safety matter
- obtain management or legal input
Where we need longer, we will aim to explain this and keep you informed.
CCTV
Relevant CCTV and audio may be reviewed when investigating a complaint. Because routine footage is normally overwritten after approximately three weeks, complaints involving an incident on a vehicle should be made as soon as reasonably possible.
Complaints about employees
We will investigate complaints about employees fairly. Employment and data-protection requirements may prevent us from giving a complainant details of disciplinary action or confidential employment matters.
Accessibility complaints
Accessibility complaints will be investigated taking account of our legal obligations and our Accessibility and Assistance Policy.
Refund requests
A request that relates primarily to whether a ticket should be refunded will be dealt with under our Tickets and Refund Policy.
Data-protection complaints
Complaints specifically concerning how we collect, use, disclose or protect personal information are also subject to the separate data-protection complaint requirements explained in our Privacy Notice.
Safety and emergencies
If somebody is in immediate danger or a serious crime is taking place, contact the emergency services. Non-emergency safety concerns relating to our services should also be reported to us so that we can investigate.
If you remain dissatisfied
If you believe we have misunderstood or failed to address your complaint, please contact us again and explain what remains unresolved. Passengers may also be able to seek assistance from Bus Users UK in relation to unresolved complaints about qualifying bus services. Nothing in this policy affects any right to contact a regulator, public authority or court where applicable.