Contact Us

If you have a complaint about a specific bus, train or tram journey, you need help with lost property or an operators ticket products you should contact the operator directly.

Heres some quick links to the top operators in the area 

• National Express West Midlands 
• National Express Coventry 
• Diamond Buses
• West Midlands Railway
• Midland Metro

If the operator you were travelling with isn't listed, we have a full set of details here. 

In the event that you are dissatisfied with the response provided by a bus operator, the Bus Appeals Body can provide an independent review, please contact

Bus Users UK
Terminal House
Shepperton
TW17 8AS

Email: enquiries@bususers.org

Please note you will need to have contacted the operator first and received a response to submit a case to Bus Users UK. 

For urgent enquiries please call us on 0345 303 6760 or tweet us

We're open

• Monday - 8am - 6pm
• Tuesday - 8am - 6pm
• Wednesday - 10am - 6pm
• Thursday - 8am - 6pm
• Friday - 8am - 6pm
• Saturday - 9am - 1pm
• Sunday - Closed

Closed on bank holidays. To view our seasonal opening times, click on the section below.

For general enquiries email ticketing@tfwm.org.uk

Click or help and support with an older person pass or disabled person pass. 

For Swift card enquiries email swiftsupport@tfwm.org.uk

Help us deal with your enquiry by having an account or Swift card numbers ready and give as much detail as possible. 

Our Fix it service is here to help keep our infrastructure in tip top condition. 

All you need to do is fill in our online form and the team will attend as soon as possible. 

Report a problem

Thanks for taking the time to report a fault to us. 

If your enquiry is more detailed, our customer services team can help, just fill in the form below.

Please note we aim to reply within 10 working days, however some investigations may take longer. This is because we may need to liaise with an operator or third party in order to fully answer your query or complaint.

If you have a complaint, we will manage it in accordance with our Complaints Handling Procedure, as detailed here

You can also:

Email: customerservices@tfwm.org.uk

Write to:

Customer Services
16 Summer Lane
Birmingham
B19 3SD

Or call us on 0345 303 6760 

Lines open 

• Monday – Friday 8am – 6pm (except Wednesday 10am – 6pm)
• Saturday – 9am – 1pm
• Sunday – Closed
• Bank Holidays – Closed

Please press one of the following options when you call

• Option 1 – Passes, tickets and Direct Debit (including Swift card)
• Option 2 – Bus, Metro and Rail Services
• Option 3 – Timetable information
• Option 4 – Lost Property
• Option 5 – Anything else