I have received this email from First Bus about their complaints dealing process which may be useful to you. If you have any problems accessing the various channels or you get no response please let me know:
"Hello Cllr Anderson,
We are making efforts to investigate the queries from your constituents but it would be helpful if you can encourage them to contact our Customer Services team, whose role is to handle these matters, investigate with relevant departments and wherever possible provide a prompt response.
If a customer has access to the First Bus app there is a Live Chat function which enables direct contact with a member of the team in real-time, so if waiting at a stop they should be able to get an explanation of any delay on the network and the latest information. Messages can also be sent direct to the team through our X channel @FirstWestYorks for a quick response.
Alternatively, there is this link on our website https://www.firstbus.co.uk/help-support/contact-us which also has a live chat option or by calling 0345 646 0707. This will enable the team to reply and provides a full record on contact with us.
As you know, we have added resources to the Headingley corridor to alleviate difficulties with journeys in the first instance. As part of our wider review of this corridor we will be announcing some alterations in January and are working through the details with the relevant authorities to do so. You should therefore see this in due course.
It is always our aim to provide a good journey experience for customers and learn from situations when this falls short."
