Buses and regional connectivity
Examples: Bus did not turn up, Route withdrawn, Bus pass, Better links to the rest of the region.
What do you need?
Pick one — each answer below says where to start and where to go next.
I want to report a problem or apply for something
Start here
The bus operator (First Bus or Stagecoach)
Send a complaint or feedback to the company that runs the bus →
Why them: Operators run and are responsible for the services, timetables and staff.
- Investigate service problems; CCTV is typically held for only 7 or 14 days, so complain promptly
- Answer for another operator's services
How long it should take: First Bus: case reference within 2 working days; full response aimed within 7–14 working days.
- Bus Users UK — After giving the operator 14 working days
Checked 23 September 2026 · source
Also useful
Stagecoach
Use the Stagecoach complaint form →
Why them: Stagecoach South is the city's other main operator.
- Investigate Stagecoach service problems
- Answer for First Bus services
- Bus Users UK — After giving the operator 14 working days
Checked 23 September 2026 · source
I want to challenge a decision that has been made about me
Start here
Portsmouth City Council — concessionary travel
Apply for (or query) an older person's, disabled person's or companion bus pass →
Why them: The council issues concessionary passes; a refusal is a council decision.
- Issue passes (older persons: free travel 9am to 2am weekdays, all day weekends and bank holidays)
- Change bus routes or timetables, which operators decide
- Portsmouth City Council — corporate complaints — If you disagree with a pass decision
Checked 23 September 2026 · source
I need someone to help me with my case
Start here
Bus Users UK
Ask Bus Users UK to take up an unresolved bus complaint →
Why them: It is the independent complaints body for bus passengers once the operator has had its chance.
- Forward your complaint to the operator and broker a solution
- Refer to an independent panel
- Take your complaint before the operator has had 14 working days
Checked 23 September 2026 · source
Also useful
Your ward councillors (3 per ward, 14 wards)
Ask your ward councillor to take up your case or raise it with the council →
Why them: Councillors do ward casework and set council policy and budget, so they can chase officers on a council matter and raise patterns with the relevant Cabinet member or a scrutiny panel.
- Raise your case with council officers and ask for an explanation
- Act as your representative in a council complaint (with your consent)
- Raise an issue with the relevant executive (Cabinet) member or ask a scrutiny committee to look at it
- Instruct officers to overturn a decision taken under a statutory process
- Decide matters that belong to another body (NHS, police, water companies, government departments)
Checked 23 September 2026 · source
I want to change how things are done, not just fix my case
Start here
Portsmouth City Council — transport strategy (BSIP and LTP4)
Suggest transport improvements and respond to Local Transport Plan consultations →
Why them: The council prepares the Local Transport Plan and runs the Bus Service Improvement Plan with the operators (stated as £48 million from the Department for Transport).
- Plan bus priority, real-time information and other BSIP schemes
- Take suggestions via TransportRequests@portsmouthcc.gov.uk
- Run or timetable commercial bus services itself
Checked 23 September 2026 · source
Also useful · Official proposal
Hampshire and the Solent Combined County Authority (HSCCA)
Follow HSCCA's regional transport plan and bus strategy as they develop →
Why them: HSCCA states it will prepare a regional Local Transport Plan and bus strategy, create a Key Route Network, and receive regional transport funding.
- Strategic, cross-boundary transport planning and funding (as HSCCA describes its powers)
- Deal with individual bus complaints, potholes or parking
- Exercise mayor-only powers such as bus franchising or designating the Key Route Network before a Mayor is in office (first election May 2028)
Checked 23 September 2026 · source
I have complained and it has not been put right
Start here
Bus Users UK — independent panel
Ask for your complaint to go to the Bus Appeals Body panel →
Why them: It is the final independent stage for bus complaints in England.
- Decide unresolved complaints
- Start before the operator stage
How long it should take: Panel decision within 60 days.
Checked 23 September 2026 · source
Your councillors and MP
Useful if the route above has failed, or it's about local policy. Optional: we look up your postcode once and never store it.
Good to know
This tells you where to start and what comes next. It is not legal advice. Time limits shown are the ones each body publishes; always check your own decision letter, which may give a different deadline.