The Rights of Passengers in Bus and Coach Transport (Exemptions and Enforcement) Regulations 2013 No. 1865

Designation of bodies to which complaints may be submitted

9.—(1) For the purpose of Article 28(3) of Regulation 181/2011, the designated body to which any passenger may submit a complaint about an alleged contravention of Regulation 181/2011 by any relevant person is—

(a) the relevant person who is the subject of the complaint; or

(b) if the complaint is not resolved within three months after submission to the relevant person, the body specified in respect of that complaint in paragraph 2.

(2) For the purpose of paragraph (1)(b), in respect of any complaint concerning—

(a) London road passenger transport services or facilities, the body is London TravelWatch; and

(b) any other services or facilities, the body is Bus Users UK.

(3) If a complaint is not resolved within three months after submission to the body specified in paragraph (2)—

(a) that body must refer the complaint promptly; or

(b) failing which, the complainant may refer the complaint,

to the enforcement authority specified in regulation 8(1) in respect of the relevant person who is the subject of the complaint.