Contact National Express West Midlands Buses

All complaints, problems, suggestions and compliments regarding our bus services are handled centrally by our Bus Customer Relations Department based in Birmingham.

Please fill in the customer contact form below or call us on 0121 254 7272 (during office hours) Please note that all calls are recorded for training and monitoring purposes.

Please note this number should only be used for enquiries about the local bus services in the West Midlands, Coventry as well as the Midland Metro tramThe team on this number cannot deal with enquiries about National Express coach services.

or write to us at:

Customer Relations,
National Express West Midlands
51 Bordesley Green
B9 4BZ

When emailing or writing to us please be sure to include your full name and contact details (address, email and daytime phone number) along with all details about your journey (date and time of journey, service number, travelling from/to etc).

Your feedback will be fully investigated and a reply will be sent to you. We aim to respond to you within 10 working days.

Please report any loss or theft of your ticket or photocard ID card to the Direct Debit Team on 0121 254 6363.

Your details

Incident Details

Please fill in as many details as you can to help us investigate the incident as fully as possible.

Data Protection Act:
In order for us to process your comments effectively, we may need to pass your details to other bus companies, local authorities or other relevant organisations. Under the Data Protection Act, we need your permission to do this. Please indicate your agreement below. If you agree, your details will be stored on a computer database.


If, after contacting us via the form or emailing you don’t feel that we have resolved your complaint satisfactorily, you may want to:

Contact Bus Users UK at
Telephone : 0300 111 0001


Use the ODR platform to submit your complaint. The ODR platform is an European tool for online dispute resolution, which (if agreed to by the parties) will aim to assist with the resolution of disputes between a customer and a business where a customer has purchased a good or service from the business online or electronically. The link to the ODR platform is here.

For more details please refer to our Passenger Rights Statement.