Complaints Procedure
Our Commitment to Customers
We aim to ensure that:
- Making a complaint is as easy as possible
- We treat your complaint seriously
- We deal with your complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service
What is a complaint?
A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include:
- When we do not deliver a service on time
- When we give you the wrong information
- When you receive a poor quality service
- When you have a problem with a member of staff
How to make a complaint
If you wish to make a formal complaint you can contact our Office in any of the ways listed below.
By email via our website contact form
In writing to our Customer Services Team at
South Wales Transport (Neath) Ltd
Unit 2, Ferryboat Close
Swansea Enterprise Park
Swansea
SA6 8QN
By phone to 01792 799575
In person at our offices.
Your complaint will be fully investigated and a response issued within 10 working days.
If you are unhappy with the response you can write to the Managing Director:
Mr D Fowles
Unit 2, Ferryboat Close
Swansea Enterprise Park
Swansea
SA6 8QN
If you are still unhappy
If you are still unhappy with our response you can contact Bus Users UK at:
Bus Users Cymru
Leckwith Offices
Sloper Road
Cardiff
CF11 8TB
Tel: 0300 111 0001
Email: [email protected]