Staffordshire & South Cheshire

First are committed to the highest standards of customer service. We value the views of all of our customers and welcome any queries or comments on all aspects of our service.

Our Promise

First in Staffordshire set high standards in public transport with our comprehensive bus network which links many centres and destinations across the region.

We aim to offer you the best service we can on every journey every day. To show how important you are to us we make the following promises to you, our customers:

• We will continue to build upon and improve our network of services to meet your changing travel needs
• We will aim to provide safe, comfortable journeys on clean, well maintained vehicles
• We will provide helpful, friendly driving staff that will look after the needs of our passengers
• We will aim to operate all journeys as scheduled and will endeavour to reduce the impact of delays out of our control
• Timetables and journey information for every service we operate will be available from First Travel Shops, online at www.firstgroup.com and from our Customer Services Team
• We will offer easy to purchase, simple to use tickets which offer value for money for regular bus users
• We will constantly seek and encourage your feedback, listen to your needs and use this information to help improve our services wherever possible
• We will respond to comments within 5 working days of receipt and keep you up to date with progress made
• We will provide you with a high level of customer service at all times
• We appreciate all our customers and will always treat you with respect, just as you treat us with respect

Tell us what you think

By giving us your feedback, we can keep improving our services. We’d really like to hear from you.

You can tell us what you think by:

Post:

Customer Services
First
Dividy Road
Adderley Green
Stoke-on-Trent
ST3 5YY

Telephone:

08708 500 868 (8.30am to 4.30pm Mon to Fri)

Email:

customerservices.firstpotteries@firstgroup.com

We will respond to your query or comments as quickly as possible. We aim to respond within five working days by letter or email.

If we cannot give you a full reply within five working days, we will write to you explaining why and when you can expect a full reply.

If you are not happy with our response, you can write to:
Commercial Director, First, Dividy Road, Adderley Green, Stoke-on-Trent, ST3 5YY.

When they have received your question or complaint, they will reply within five working days. If we cannot give you a full reply we will write to you explaining why and when you can expect a full reply.

If after this you are still unhappy, you can write to:
The Bus Appeals Body, c/o Bus Users UK, PO Box 2950, Stoke-on-Trent, ST4 9EW.

Telephone: 01782 442855
Website: www.bususers.org
Email:enquiries@bususers.org