Public Transport - Questions and Answers
Q. Who do I complain to if my bus is late?
First Bus welcomes comments and complaints about their services and use these to monitor performance and identify areas for improvement. Full details of the Customer Care Code of Practice and how your complaint will be dealt with can be found on the First web site (link below). You can contact First by phone, letter, e-mail or via the website.
By Phone:
08456 020 121 (08.30 - 17.00 Monday - Friday)
Letter or Fax:
Write to: Customer Services, First, Traveline Shop, 17 - 19 castle Meadow, Norwich, NR31 3DH or fax your letter to: 01603 285000
Email: contactus.fec@firstgroup.com or visit www.firstgroup.com
Customer Satisfaction
First will endeavour to operate all services as published within their timetables. However should your bus be missed for reasons within the control of First you are entitled to claim the equivalent of the single fare for the journey lost. To claim apply in writing to the Customer Services Manager at the address above.
Bus Appeals Body
If you are dissatisfied with First's response, there is an independent body which can review complaints about the operation of local bus services. Please write to: The Bus Appeals Body, PO Box 320, Portsmouth, PO5 3SD
National Federation of Bus Users (NFBU)
The NFBU is an independent group which was formed to give bus passengers a voice. Your local NFBU organiser is Jeffrey Anderson, jeffreyanderson888@hotmail.com .
Bus services are operated on a "for-profit" basis and therefore less profitable routes such as those services to low-density populations do not support commercially viable services. The County Council and/or District Council may provide a subsidy for some services where commercially operated services are not viable but this subsidy may only provide each village with a daily journey to work bus and perhaps a shopping bus once a week
Q. I live in a rural area and do not receive regular, frequent bus services yet the UEA has a service every 10 minutes. Why is this?
The Government has through the Rural White paper (Dec.99) made a commitment to improving rural transport services. Parish Councils can apply for a grant of up to £10,000 to provide transport services and the Rural Transport Partnership fund which helps communities find solutions to their transport problems was also increased. Additional money has also been made available to the Rural Bus Challenge Competition, which provides grants for new and innovative rural transport schemes. Only Norfolk County Council can enter this competition but are always happy to explore ideas suggested by the public.
Q. Can I take my bike on the train or buses in Norfolk?
One Anglia welcomes bicycles on all local and mainline services. Although it is advisable to reserve a space in advance (reservations are free) it is also possible to turn up and travel with your bike subject to space being available. Ticket holders receive the benefit of the unique Anglia/ETA cycle recovery scheme - if your cycle breaks down or is stolen in the Anglia area you will be recovered and taken to the nearest station. Anglia Railways holds a Cycle Mark. Please visit the One Anglia Website for further information @ onerailway.com
The Bittern Line service connecting Norwich to Sheringham via the coast and broads also welcomes cyclists. Cost per cycle is £1 but this includes a free cycling guide to the area.
Unfortunately buses in Norfolk are not so welcoming to cyclists and therefore you will not be able to travel with your bike on bus services in Norfolk.
