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Transport Complaints

From time to time you may experience issues whilst using public transport in Leeds. If this does happen, you are not alone. There are various ways that you can raise issues and make complaints.

Below is a list of transport service providers in Leeds and how you can make a complaint about issues you may have faced whilst using their services. If you need help making a complaint, or have queries about your rights please do not hesitate to come in and talk to us. 

 

There are two main bus providers in Leeds; Firstbus and Metro. Below are the ways that you can get in touch with them to register a complaint. 

Firstbus http://www.firstgroup.com/ukbus/leeds/

Tweet them @FirstWYorks_Bus

Call their Customer Service team: 0845 604 5460 (0830-1630, Monday-Friday excluding Bank Holidays).

In West Yorkshire, MetroLine will record your comments and pass them to Firstbus out of office hours - they can be contacted on: 0113 245 7676 (0700-2200, daily)

Complete their Contact email form or write to them at:

First
Donisthorpe St
Leeds
LS10 1PL

If you do have cause to make a complaint, they will investigate what went wrong and give you a full response within 5 working days. If more detailed investigation is required, we will acknowledge your complaint and aim to provide a full response within a total of 10 working days.

 

WYMetro http://www.wymetro.com

Tweet them @MetroTravelNews

You can fill in an online complaint form at: http://www.wymetro.com/contactmetro/ComplaintForm/

You can write to them at

WYMetro
Wellington House
40 - 50 Wellington Street,
Leeds
LS1 2DE

 

Most trains in Leeds are run by WYMetro, however there are number of train service providers that have trains that use Leeds Railway station. Below are contact details for WYMetro and Northern Rail. 

 

If it is a WYMetro train, you can register a complaint in the same way as with buses - see above under Buses. 

If it is a Northern Rail train you can complain by contacting their Customer Relations Department as follows:

Telephone: 0845 00 00 125

Textphone: 08456 045 608
(Calls are charged at local rates for these numbers from anywhere in Britain)

E-mail: customer.relations@northernrail.org

Address: 
Customer Relations Department,
Northern Rail Limited,
PO Box 208,
Leeds,
LS1 2BU.

http://www.northernrail.org/northern/passengerscharter/contactus

For any other train operators, contact them directly to make a complaint. Information can be found online and at the information point at Leeds Rail Station. 

 

For general complaints against a licensed driver, operator and/ or vehicle regarding lost property, rudeness, lateness, overcharging, refusal to carry, parking nuisance, noise nuisance, behaviour, service, fares or cleanliness, please contact the private hire operator or taxi association in the first instance.If you have tried this already, see below for further action

If you have already attempted to resolve the issue with them with no success, or the complaint is about clear dishonesty, abusive, discriminatory or inappropriate behaviour, or where a crime is alleged, Leeds City Council will record and deal with that complaint. Please contact them and they will carry out further investigations and refer the matter to the police, or other appropriate body, as applicable.

Ensure that you take note of the drivers name and badge number, vehicle plate number and/or vehicle registration number and contact the licensing enforcement team.

Contact details                                         Opening hours 

Taxi and Private Hire Licensing                Monday – Thursday – 8am – 3.30pm
225 York Road                                          Friday – 8am – 3pm
Leeds, LS9 7RY                                        Staff training every 2nd Tuesday 8am – 10am
0113 3781570
taxiprivatehire.licensing@leeds.gov.uk

Useful contacts:

 

 

Amber:www.taxileeds.com  @LeedsAmber

Premiere: www.premiercarsleeds.co.uk

Royal Cars:  www.leeds-taxi.com/

Apollo Cars:5 Cross Chancellot Street, LS7 2TG 

0113 243 9000

Ace Cars: 2 Green Road, LS6 4JP

0113 230 4499

 

 

If you have any issues whilst out cycling there are a range of options available for registering a complaint.  

 

Potholes/roads 

If you have experienced any issues regarding potholes, road surfaces, pavements or any other road defect please go to the council website http://www.leeds.gov.uk/residents/Pages/Faults-with-the-highway.aspx or call them on 0113 222 4407 Monday to Friday between 8:00am and 6:00pm

Parking 

If there is a car obstructing a cycle lane you can call Parking Services on 0113 395 0050 or email parkingservices@leeds.gov.uk

Dangerous Driving by Buses

If a bus has been driving dangerously whilst you have been cycling you should contact the bus provider directly (see above under 'Buses'). Keep details of the time, location, bus registration and what happened. 

If you have any issues whilst walking in Leeds there are a range of options available for registering a complaint.  

Faulty Street Lights 
 
If you come across a street light that doesn't work, or is faulty for any other reason, you can report it online on the Leeds Street Lighting Services website here.
 
They also have general information about street lighting in Leeds and a list of any scheduled work for your area. 
 
Pavement Problems 

If you have experienced any issues regarding potholes, road surfaces, pavements or any other road defect please go to the council website http://www.leeds.gov.uk/residents/Pages/Faults-with-the-highway.aspx or call them on 0113 222 4407 Monday to Friday between 8:00am and 6:00pm

Road Safety 

There is also information about general road safety available on the Leeds City Council website

 

 

 

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