Login Register WEST MIDLANDS WORCESTER & WARWICKSHIRE NORTH WEST SOUTH EAST NEWS CAREERS ABOUT US TICKETS DIAMOND BUS NORTH WEST CUSTOMER CARE POLICY NETWORK MAPS BUSINESS ACCOUNT TICKETING DIRECT DEBIT GUIDE CORONAVIRUS POLICY ACCESSIBILITY ON OUR BUSES Customer Care Policy How to make a complaint to Diamond Bus... Our aim is to provide you with the best service possible on Diamond Bus, but if you have experienced any problems let us know and we will try to make it better. How to make a complaint. If you do need to contact us regarding a complaint about our services, please complete the 'Send a Message' Form on our Contact Us pages (Click here for Midlands & Worcestershire. Click here for North West). Alternatively, please email us directly on: Midlands & Worcestershire: comments@diamondbuses.com North West: commentsdiamondbusnorthwest@rotala.co.uk Please provide as much information as you can about your complaint such as the event that happened, the time and location where this happened, the bus service you were on and any other information that could assist us in investigating your complaint further. What will happen with your complaint. Our Customer Services team will send you a response to let you know your complaint has been logged and will give you a reference number. Should you wish to contact us further regarding your complaint please quote this number in your communication. Your complaint will be investigated by Customer Services and the local depot management. If your complaint is concerning an individual member of staff, that employee will not be passed any of your personal details. Only Customer Services and the Manager will see this information. Once the investigation is completed Customer Services will reply to you with the outcome. A full investigation can take some time to complete, but we always aim to respond back to you within 28 days. Social Media We like to hear from our customers through social media and we try to answer as many comments as possible on our Facebook page and Twitter feed. However it can be difficult to establish all the information required to investigate problems accurately. Therefore if you have a formal complaint, we recommend you follow above the complaints procedure. Please note our social media pages are manned only during normal office hours, comments left during evenings and weekends will be answered as soon as a member of staff is available to do so. Suggestions, Compliments and other comments Whilst most customers may only feel it is necessary to contact us when something has gone wrong, we also like to hear from you at other times! If you have any other comments about our services, suggestions you would like us to consider or if you would like to tell us some nice things about your journey we would love to hear from you too! Contact Details If you are unable to contact us by email you can get in touch with us using the details below: Midlands & Worcestershire: Customer Services, Diamond Bus Ltd. Hallbridge Way, Tipton Rd, Tividale B69 3HW. Telephone: 0121 322 2222 North West: Bolton Depot Customer Services Diamond Bus North West Weston Street Bolton BL3 2AW Telephone: 01204 937 535 If you’re not happy with the way we have handled a complaint you have made to us, you can contact an alternative dispute resolution body Bus Users Uk: www.bususers.org Diamond Bus Customer Services. Complaints Procedure. Valid from 01/01/21. Links Diamond Bus Terms and Conditions of Carriage Customer Care Policy Gender Pay Gap Reporting Privacy Policy & Data Protection Advertise on our buses WM Customer Charter Cookie Policy Apply for a Business Account Learn more Network Maps Bus Tracker Guide Journey Planner Guide M-Ticket Guide Ticket Gifting Guide Direct Debit Guide Connect with us Diamond Midlands Twitter Diamond North West Twitter Diamond South East Twitter Diamond Midlands Facebook Diamond North West Facebook Diamond South East Facebook © 2017 - 2021 Diamond Bus | Powered by BusHub Part of Rotala PLC See details OK, I understand We have placed cookies on your device to ensure this website works as expected and to help us improve this website. We'll assume you're OK to continue, otherwise please disable cookies in your browser settings.