Customer Care
Customer Care Code of Practice outlines what you can expect from First should you have reason to complain.
We welcome all comments and complaints about our performance and identify areas for improvement.
Here is how you contact us by telephone, letter, fax or e-mail.
| Customer Care phoneline | 08456 020121 (08:30-17:30, Mon - Fri) |
|---|---|
| Fax | 01603 615439 |
| contactus.fec@firstgroup.com | |
| Write to | First, Rouen House, Rouen Road, Norwich, NR1 1RB. |
By Telephone
For all comments, complaints, lost property, fares information and general enquiries. Our call centre is open 0830 to 1730 Monday to Friday.
A Customer Care Assistant will log your complaint and deal with it, calling you back if necessary until the matter is satisfactorily concluded.
By Letter or Facsimile
Write to Customer Services, First, Rouen House, Rouen Road, Norwich, NR1 1RB or fax 01603 615439.
Your letter will be logged in and a written reply sent within ten working days. If it appears we will be unable to respond within the ten days, we will contact you with an expected timescale for the response. We regret that we are unable to receive personal callers at Rouen House.
Lost Property
Contact our Customer Care Line on 08456 020 121
Customer Satisfaction
We will endeavour to operate all services as published in our timetables. However should your journey be missed for reasons within our control, you are entitled to claim compensation in the form of an unlimited day travel ticket for use on all First Eastern Counties Services.
When a first or last bus does not operate owing to reasons within our control, you are entitled to claim a taxi fare on production of a valid receipt.
Claims should be made by letter, phone, fax or email within 28 days to the Customer Services Manager, First Eastern Counties Buses Limited, Rouen House, Rouen Road, Norwich, NR1 1RB or fax 01603 615439, or by e-mail to contactus.fec@firstgroup.com
Bus Appeals Body
If you are dissatisfied with our response to you, there is an independent body which can review complaints about the operation of local bus services: The Bus Appeals Body, PO Box 2950, Stoke-on-Trent ST4 9EW
Bus Users UK
This is an independent group formed to give bus passengers a voice. The local organiser is Jeffrey Anderson, and you can contact him for full details and the date of the next passenger forum on jeffreyanderson888@hotmail.com
Other Useful Numbers
For bus times: Traveline 0870 6082608.
For rail information: National Rail Enquiries 08457 484950.