Getting help
If something is going wrong right now — a coach that has not arrived, a change of plan mid-journey, a passenger who needs assistance — call us rather than emailing. Problems on the day are almost always fixable while the journey is still running.
For everything else, including questions about a booking, an invoice, lost property or the standard of service you received, get in touch using whichever method below suits you.
By phone
Best for anything urgent or happening on the day.
Office hours: Monday to Friday, 9am to 5pm.
By email
Best for detailed queries, invoices and formal complaints.
Include your booking reference if you have one.
By post
Write to us if you would prefer a paper trail.
Coach Hire London
145 Nathan Way
Thamesmead
SE28 0AB
What to include
The more detail you can give us, the faster we can look into it. Where possible, please tell us:
- Your booking reference, or the name the booking was made under.
- The date of travel, and the route or pick-up point involved.
- What happened, and roughly when.
- The vehicle registration or driver's name, if you noted them.
- What you would like us to do about it.
What happens next
Every complaint is read by a member of our team, not filed automatically.
We acknowledge it
You will hear from us within three working days confirming we have received your complaint and who is dealing with it.
We investigate
We check the booking records, speak to the driver and operations team, and review tracking data where it is relevant.
We respond
We aim to give you a full written response within ten working days. If an investigation needs longer, we will tell you why and keep you updated.
If you are not satisfied
If our response does not resolve things, reply and ask for the matter to be reviewed by a manager. We will look at it again with fresh eyes and write to you with a final answer.
Should you still be unhappy after our final response, you may be able to refer your complaint to an independent body for review. We will tell you who to contact and how, as part of that final response.
Tell us what happened
Compliments are welcome too. If a driver went out of their way for your group, we would like to know so we can pass it on.