We're sorry that you're not happy with our service.
When things go wrong, we want to know so we can put them right as quickly as possible.
What to expect after you make a complaint
You will receive confirmation that we've received your request. We'll then review if the complaint is for us. If not, we'll let you know and try to point you in the right direction.
A designated member of the team will look at your complaint and will gather all the information needed. They may contact you for additional details.
You should receive a response within 5 working days, unless we need more time to investigate. We'll let you know if it is going to take longer than 5 working days.
If your complaint is complex, it could take up to 9 working days before you receive your response.
If you're not satisfied with the outcome of your complaint
You can request a review by a senior manager. It can take up to 10 working days to get the result of the senior manager's review.
If you've made a complaint about a bus service, and you're still not happy after the senior manager's review, then you can escalate your complaint to Bus Users UK.
Our commitment to you
When you make a complaint to TfGM, we will:
- listen to what you have to say.
- treat you as an individual and acknowledge your individual needs.
- aim to resolve every issue you raise in one go.
- explain the reasons why something went wrong.
- treat you fairly and honestly.
- communicate with you in plain language and in an easy-to-understand way.
- learn from your feedback and take action to fix problems and make improvements to our services.
If we a complaint is unreasonable
We expect complaints to be made respectfully and constructively.
We have a zero-tolerance policy towards abusive or aggressive behaviour directed at our staff. We're committed to listening to what you have to say and treating you fairly.
Occasionally, the behaviour of a person making a complaint is unreasonable and this may affect the action we take.
Unreasonable behaviour may include:
- pursuing a complaint with unreasonable persistence.
- making unreasonable demands.
- refusing to cooperate with the complaint investigation process.
- making unreasonable arguments.
- abusive, aggressive, threatening or deceitful behaviour.
- repetitive complaints about the same matter which has been concluded.
Other ways to make a complaint
There are many ways to make a complaint:
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Email us at hello@beenetwork.com.
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Call us on 0161 244 1000 (Monday to Friday: 7am to 8pm / Weekends and Bank Holidays: 8am to 8pm).
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Write to us at:
Transport for Greater Manchester
2 Piccadilly Place
Manchester
M1 3BG