Walsall Community Transport

Get in Contact with us

Feel free to contact us with any enquiries using the details below. Or you can fill in the form at the bottom of this page and we’ll get back to you as soon as we can.

Our office is open at the following times:

  • Mon - Fri 8:00am - 5:00pm

You can also call us at the Walsall hub for any community help and information. The hub is open at these times:

  • Mon - Fri 10:00am - 3:00pm

Visit the Hub

To talk to us face-to-face come to the Community Hub at the Walsall Bus Station. There’ll be someone available to talk at the following times:

  • Mon - Fri 10:00am - 3:00pm

The Community Hub can be found at this address:

St. Paul’s Bus Station,

St. Pauls St,

Walsall

Contact Form

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Visit Our Office

You can also come to our office, open at these times:

  • Mon - Fri 8:00am - 5:00pm

Our office can be found at this address:

The Old Dairy/Pelsall La,
Walsall,
WS3 3DH

Complaints Procedure

If our service doesn’t live up to your expectations, we want you to tell us about it so that we can try to put things right. If you wish to make a complaint please use the details below.

You can also make a complaint using the form on this page or by sending a letter to our office address.

If we can’t give you an answer straight away we may need to launch an investigation and get back to you. Sometimes this can take some time, particularly if we need to talk to a driver, but we aim to get back to you within 10 working days.

Unresolved Complaints

If you don’t feel we have resolved your complaint to your satisfaction we will direct you towards the relevant partner organisation.

Receipt of Complaint

  • Receive complaint from passenger via email, phone call or letter
  • Complaints on Facebook are directed towards our email
  • All complaints logged and acknowledged in writing
  • All complaints to be responded to within 10 working days

Investigation Process

  • Trace bus and / or driver
  • Print off vehicle tracking data if available
  • Request CCTV from vehicle if available
  • Meeting with driver for his / her version of events
  • Outcome of any action taken goes on driver’s personal file
  • Log all details in complaints database
  • Send a reply to the complainant with as much detail as possible and vouchers if necessary
  • Complaints shared with our trustees at their committee meetings
  • The relevant operational supervisor is continuously tasked with improving customer service to reduce complaints