Public Transport

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint letter – Failed assistance on trains

Download this template letter in Easy Read: Complaint letter – Failed assistance on trains (Easy Read)

Public Transport / Train / Complaint letter

I did not receive assistance on a train journey

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
Where did you start your journey?
Where were you travelling to?
The date the incident happened
MM slash DD slash YYYY
Which condition or impairment do you have?
Describe the impact of your condition on your ability to travel
[Describe the impact of your condition on your ability to travel. For example: I'm a wheelchair user, and I am unable to get on or off the train without a ramp]
Give details of your journey
[Give details of your journey. For example: On X date I was traveling from Station A to Station B.]
Describe exactly what went wrong
[Describe what exactly went wrong. For example: I arrived at Station A at (time) and approached a member of your staff, who was at the platform. I asked them for assistance with boarding 9:30am train to station B. The staff member refused and I was told that I would only be able to get assistance to board the later train, which meant I had to spend 50 minutes waiting in the cold. When I asked a member of staff why it was not possible for him to bring a ramp and assist me with getting on the 9:30am train, I was told he was busy with something else.]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: As a result not only I was late for my meeting, the difficulties with my journey affected my physical and mental health. I felt humiliated and angry and now I feel less confident using public transport.]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example, explain if you have to take a certain train for work or any other important regular commitments.]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
What would you like to achieve as a result of this complaint?
Please delete and edit as appropriate.
1. A written apology; 2. Reasonable Adjustments to your policy, guaranteeing good quality assistance to all Disabled passengers who are traveling on your trains; 3. Changing the way you provide assistance on station X by guaranteeing assistance to all passengers, even those who did not book it in advance; 4. Or a change to the way assistance is provided at station X, describe what kind of change; 5. Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before action – Failed assistance on trains

Public Transport / Train / Letter before action

I did not receive assistance on a train journey

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
Which condition or impairment do you have?
Describe the impact of your condition on your ability to travel
[Describe the impact of your condition on your ability to travel. For example: I'm a wheelchair user, and I am unable to get on or off the train without a ramp]
Give details of your journey
[Give details of your journey. For example: On X date I was traveling from Station A to Station B.]
Describe what went wrong
[Describe what went wrong. For example: I arrived at Station A at (time) and approached a member of your staff, who was at the platform. I asked them for assistance with boarding 9:30am train to station B. The staff member refused and I was told that I would only be able to get assistance to board the later train, which meant I had to spend 50 minutes waiting in the cold. When I asked a member of staff why it was not possible for him to bring a ramp and assist me with getting on the 9:30am train, I was told he was busy with something else.]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: As a result not only I was late for my meeting, the difficulties with my journey affected my physical and mental health. I felt humiliated and angry and now I feel less confident using public transport.]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example, explain if you have to take a certain train for work or any other important regular commitments.]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)]
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

Collecting evidence is important if you decide to take legal action or make a complaint. Collect evidence on the spot, make a note of the date and time, and if possible take pictures or make a video on your phone.

Download this template letter as a Word document: Subject Access Request – Train

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint letter – Transport – Buses – Wheelchair space occupied

Download this template letter in Easy Read: Complaint letter – Transport – Buses – Wheelchair space occupied (Easy Read)

Public Transport / Bus / Wheelchair space was occupied / Complaint letter

I had difficulties travelling by bus

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
What was the bus/route number?
Where did you start your journey?
The date the incident happened
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe the impact of your condition on your ability to travel. For example: I'm a wheelchair user and I am unable to get on or off the bus without a ramp and I can only travel in a wheelchair space.]
Give details of your journey
[Give details of your journey. For example: On [X date] at approximately [X time], I attempted to get on the [X bus number] bus at the [X stop].]
Describe what went wrong
[Describe exactly what went wrong. For example: "Example: I was unable to get on the bus, because there was a buggy in a wheelchair space. The driver did not do anything to help free this space."]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: "As a result not only I was late for my meeting, the difficulties with my journey affected my (physical) and mental health. I felt humiliated and angry and now I feel less confident using public transport."]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example, explain if you frequently make this journey for work or any other important regular commitments.]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
What would you like to achieve by your complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
1. A written apology; 2. A commitment from you to train all of your drivers about Disability Equality, their duties under the Equality Act and the Paulley decision in particular; 3. A change to your policy on the use of wheelchair spaces, ensuring it complies with the Paulley judgement; 4. Compensation for the discrimination I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before action – Transport – Buses – Wheelchair space occupied

Public Transport / Bus / Wheelchair space was occupied / Letter before action

I did not receive assistance on a train journey

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe the impact of your condition on your ability to travel. For example: I'm a wheelchair user and I am unable to get on or off the bus without a ramp and I can only travel in a wheelchair space.]
Give details of your journey
[Give details of your journey or journeys. For example: "On [X date] at approximately [X time], I attempted to get on the [X bus number] bus at [X stop]."]
Describe what went wrong
[Describe what went wrong. For example: "I was unable to get on the bus, because there was a buggy in a wheelchair space. The driver did not do anything to help free this space."]
Describe the impact this had on you
Including inconvenience, being late, physical impact, feeling humiliated.
[Describe the impact this had on you. For example: "This was very inconvenient, it left me feeling humiliated, and I had to wait in the cold for half an hour. As a result not only I was late for my meeting, the difficulties with my journey affected my (insert physical or mental health condition). I felt humiliated and angry and now I feel less confident using public transport."]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example: "This is not the first time I have been unable to get on this bus service."]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
What would you like to achieve by your complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
1. An open acknowledgement that you have discriminated against me; 2. A commitment from you to change your policy and the way you provide your service to ensure this situation does not happen to me or other Disabled people using your service again; 3. A commitment to deliver training to your staff about the Equality Act and the Paulley judgment in particular; 4. Compensation for injury to feelings any financial losses I have suffered as a result of the discrimination outlined above.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

Collecting evidence is important if you decide to take legal action or make a complaint. Collect evidence on the spot, make a note of the date and time, and if possible take pictures or make a video on your phone.

Download this template letter as a Word document: Subject Access Request – Bus

Public Transport / Bus / Subject access request

Collect evidence about your bus journey

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
The date, time and location of the incident
[Enter the the date, time and location of the incident. For example: "On the 25th June at 3.15 pm at the Villa Road bus stop, London SW9"]
Describe how you look or send your photo
[Describe how you look here, or send your photo]
Date from
Enter the first date of the period you want to the evidence to cover, for example from when you first experienced the problems
DD slash MM slash YYYY
Date to
Enter the last date of the period you want to the evidence to cover, for example the last time you experienced the problem, or today's date
DD slash MM slash YYYY
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint letter – Transport – Buses – Bus did not stop or pulled up too far away

Download this template letter in Easy Read: Complaint letter – Transport – Buses – Bus did not stop or pulled up too far away (Easy Read)

Public Transport / Bus / The bus did not stop or pulled up too far away / Complaint letter

The bus did not stop or pulled up too far away

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
What was the bus or route number?
Where did you start your journey?
The date the incident happened
DD slash MM slash YYYY
Which condition or impairment do you have?
Describe your condition and its impact on your ability to travel
[Describe the impact of your condition on your ability to travel. For example: I'm blind or visually impaired person. I do not see bus numbers and often rely on other people to guide me to the front door of the bus.]
Give details of your journey or journeys
[Give details of your journey or journeys. For example: On [X date] at approximately [X time], I attempted to get on the [N] bus at [Stop X]]
Describe what went wrong
[Describe what went wrong. For example: "The driver clearly saw me at a bus stop, but did not stop the bus," or, "The driver stopped the bus far from the bus stop, and I did not see it and therefore could not get on."
Describe the impact this had on you
This can include inconvenience, being late, physical impact, feeling humiliated.
[Describe the impact this had on you. For example: "This was very inconvenient, it left me feeling humiliated, and I had to wait in the cold for half an hour. As a result not only I was late for my meeting, the difficulties with my journey affected my [insert physical or mental health condition]. I felt humiliated and angry and now I feel less confident using public transport."]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example: "This is not the first time I have been unable to get on this bus service."]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
What would you like to achieve by your complaint?
You do not need to edit this box - leave it as it is. This is the legal background to your case which will appear in your letter.
1. A written apology; 2. An agreement from you to train all of your drivers about Disability Equality, their duties under the Equality Act; 3. Compensation for the discrimination and injury to feelings that I experienced any financial losses I have suffered as a result of the discrimination outlined above.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before action – Transport – Buses – Bus did not stop or pulled up too far away

Public Transport / Bus / The bus did not stop or pulled up too far away / Letter before action

The bus did not stop or pulled up too far away

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
The date the incident happened
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe the impact of your condition on your ability to travel. For example: "I'm a blind or visually impaired person. I do not see bus numbers and often rely on other people to guide me to the front door of the bus."]
Give details of your journey or journeys
[Give details of your journey or journeys. For example: On [X date] at approximately [X time], I attempted to get on the [N] bus at [Stop X]]
Describe what went wrong
[Describe what went wrong. For example: "The driver clearly saw me at a bus stop, but did not stop the bus," or, "The driver stopped the bus far from the bus stop, and I did not see it and therefore could not get on."
Describe the impact this had on you
This can include inconvenience, being late, physical impact, feeling humiliated.
[Describe the impact this had on you. For example: "This was very inconvenient, it left me feeling humiliated, and I had to wait in the cold for half an hour. As a result not only I was late for my meeting, the difficulties with my journey affected my [insert physical or mental health condition]. I felt humiliated and angry and now I feel less confident using public transport."]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example: "This is not the first time I have been unable to get on this bus service."]
Describe what you did to show you wanted to get on the bus
[Describe what you did to show you wanted to get on the bus. For example: "I stood at a bus stop, I had my white cane. This is the only bus that stops at this stop."]
Which best describes what happened to you?
Delete A or B as relevant
I believe I was discriminated against because of something arising as a consequence of my disability: A. The bus did not stop for me. B. I could not see the bus because it stopped too far from a bus stop, therefore I missed it as a result.
Explain why you think there is no good reason to justify what happened
[Explain why you think there is no good reason to justify what happened. For example: "The space at the stop was free or the driver could have waited and pulled up at the bus stop."]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
What would you like to achieve by your complaint?
You do not need to edit this box - leave it as it is. This is the legal background to your case which will appear in your letter.
1. An open acknowledgement that you have discriminated against me; 2. A commitment to change your policy and provision to ensure this does not happen to me or other Disabled people using your services again; 3. Compensation for injury to feelings and my financial losses arising from the discrimination.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

Collecting evidence is important if you decide to take legal action or make a complaint. Collect evidence on the spot, make a note of the date and time, and if possible take pictures or make a video on your phone.

Download this template letter as a Word document: Subject Access Request – Bus

Public Transport / Bus / Subject access request

Collect evidence about your bus journey

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
The date, time and location of the incident
[Enter the the date, time and location of the incident. For example: "On the 25th June at 3.15 pm at the Villa Road bus stop, London SW9"]
Describe how you look or send your photo
[Describe how you look here, or send your photo]
Date from
Enter the first date of the period you want to the evidence to cover, for example from when you first experienced the problems
DD slash MM slash YYYY
Date to
Enter the last date of the period you want to the evidence to cover, for example the last time you experienced the problem, or today's date
DD slash MM slash YYYY
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint letter – Transport – Buses – Audiovisuals or ramp not working

Download this template letter in Easy Read: Complaint letter – Transport – Buses – Audiovisuals or ramp not working (Easy Read)

Public Transport / Bus / Audio visual announcements or a ramp did not work / Complaint letter

I had difficulties travelling by bus

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Your phone number
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
What was the bus or route number?
Where did you start your journey?
Where did you end your journey?
The date the incident happened
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe your condition and its impact on your ability to travel. For example: "I'm a wheelchair user, and I am unable to get on or off the bus without a ramp and I can only travel in a wheelchair space."]
Give details of your journey
[Give details of your journey. For example: On [X date] at approximately [X time], I attempted to get on the [X bus number] bus at the [X stop].]
Describe what went wrong
[Describe exactly what went wrong. For example: "The driver clearly saw me at a bus stop, but did not operate the ramp" or "I missed my stop, because audio-visual announcements were switched off and the driver did not tell me when my stop was."]
Describe the impact this had on you
This can include inconvenience, being late, physical impact, feeling humiliated.
[Describe the impact this had on you. For example: "This was very inconvenient, it left me feeling humiliated, and I had to wait in the cold for half an hour. As a result not only I was late for my meeting, the difficulties with my journey affected my (insert physical or mental health condition). I felt humiliated and angry and now I feel less confident using public transport."]
Does this situation happen regularly?
[Describe whether this situation happens regularly and how it makes you feel. For example: "I have difficulties traveling by bus almost every day. I feel like a second class citizen as I can never rely on public transport to get me to where I need to be on time."]
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
1. A written apology; 2. An agreement from you to train all of your drivers about Disability Equality, their duties under the Equality Act; 3. Compensation for the discrimination and injury to feelings that I experienced.
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before action – Transport – Buses – Audiovisuals or ramp not working

Public Transport / Bus / Audio visual announcements or a ramp did not work / Letter before action

Audio visual announcements or a ramp did not work on a bus

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Your phone number
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
The date the incident happened
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe your condition and its impact on your ability to travel. For example: "I'm a wheelchair user, and I am unable to get on or off the bus without a ramp and I can only travel in a wheelchair space."]
Give details of your journey or journeys
[Give details of your journey. For example: On [X date] at approximately [X time], I attempted to get on the [X bus number] bus at the [X stop].]
Describe what went wrong
[Describe exactly what went wrong. For example: "The driver clearly saw me at a bus stop, but did not operate the ramp" or "I missed my stop, because audio-visual announcements were switched off and the driver did not tell me when my stop was."]
Describe the impact this had on you
This can include inconvenience, being late, physical impact, feeling humiliated.
[Describe the impact this had on you. For example: "This was very inconvenient, it left me feeling humiliated, and I had to wait in the cold for half an hour. As a result not only I was late for my meeting, the difficulties with my journey affected my (insert physical or mental health condition). I felt humiliated and angry and now I feel less confident using public transport."]
Does this situation happen regularly?
[Describe whether this situation happens regularly and how it makes you feel. For example: "I have difficulties traveling by bus almost every day. I feel like a second class citizen as I can never rely on public transport to get me to where I need to be on time."]
If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)
[Describe how you look here (or alternatively attach a photo to your letter) if you are requesting CCTV footage]
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
1. An open acknowledgement that you have discriminated against me; 2. A commitment from you to change your policy and the way you provide your service to ensure this does not happen to me or other Disabled people using your service again; 3. A commitment from you to deliver training to your staff about the Equality Act and the duty to make reasonable adjustments for Disabled people. 4. Compensation for injury to feelings and my financial losses arising from the discrimination.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

Collecting evidence is important if you decide to take legal action or make a complaint. Collect evidence on the spot, make a note of the date and time, and if possible take pictures or make a video on your phone.

Download this template letter as a Word document: Subject Access Request – Bus

Public Transport / Bus / Subject access request

Collect evidence about your bus journey

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
The date, time and location of the incident
[Enter the the date, time and location of the incident. For example: "On the 25th June at 3.15 pm at the Villa Road bus stop, London SW9"]
Describe how you look or send your photo
[Describe how you look here, or send your photo]
Date from
Enter the first date of the period you want to the evidence to cover, for example from when you first experienced the problems
DD slash MM slash YYYY
Date to
Enter the last date of the period you want to the evidence to cover, for example the last time you experienced the problem, or today's date
DD slash MM slash YYYY
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint letter – Transport – Taxi – Wheelchair or Scooter

Download this template letter in Easy Read: Complaint letter – Transport – Taxi – Wheelchair or Scooter (Easy Read)

Public Transport / Taxi / A taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user / Complaint letter

A taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
Where did you start your journey?
The date the incident happened
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe your condition and its impact on your ability to travel. For example: "I have difficulties walking and have to use a mobility scooter."]
Give details of your journey
[Give details of your journey. For example: "On [X date] I was trying to take a taxi from [X place] at approximately [X time], or I used your app to call a minicab on [X date] at [X time] to go from [A] to [B]. I indicated on the app that I need a wheelchair accessible taxi."]
Describe what went wrong
[Describe exactly what went wrong. For example: "The driver refused to let me in because I use a mobility scooter."]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: "As a result I had to approach other taxies, which was not easy for me to do. I felt humiliated and more like a second class citizen. I am now less confident approaching taxies and feel anxious about travelling" or "I was unable to travel, I had to call another taxi and had to wait X minutes for it. Not only I was late for my meeting, I also felt humiliated and angry."]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example, if you frequently make this journey for work or any other important regular commitments.]
What would you like to achieve by this complaint?
1. A written apology; 2. A commitment from you to change the way you provide service to Disabled people who use mobility scooters or electric wheelchairs; 3. Or if a complaint is to a local authority: an action taken against the driver; 4. Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before action – Transport – Taxi – Wheelchair or Scooter

Public Transport / Taxi / A taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user / Letter before action

A taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Today's date
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe your condition and its impact on your ability to travel. For example: "I have difficulties walking and have to use a mobility scooter."]
Give details of your journey
[Give details of your journey. For example: "On X date I was trying to take a taxi from X place at approximately X time", or "I used your app to call a minicab on the X date at X time to go from A to B. I indicated on the app that I need a wheelchair accessible taxi."]
Describe what went wrong
[Describe exactly what went wrong. For example: "The driver refused to let me in because I use a mobility scooter."]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: "As a result I had to approach other taxies, which was not easy for me to do. I felt humiliated and more like a second class citizen. I am now less confident approaching taxies and feel anxious about travelling" or "I was unable to travel, I had to call another taxi and had to wait X minutes for it. Not only was I late for my meeting, I also felt humiliated and angry."]
Does this situation happen regularly?
[Explain if this situation happens regularly. For example, if you frequently make this journey for work or any other important regular commitments.]
Do you use a wheelchair or a mobility scooter?*
- wheelchair
- mobility scooter
What would you like to achieve by this letter?
These are our suggestions
1. A written apology; 2. A commitment from you to change the way you provide service to Disabled people who use mobility scooters or electric wheelchairs; 3. Or if a complaint is to a local authority: an action taken against the driver; 4. Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint letter – Transport – Taxi – Guide Dog

Download this template letter in Easy Read: Complaint letter – Transport – Taxi – Guide Dog (Easy Read)

Public Transport / Taxi / Guide Dog / Complaint letter

I was refused travel in a taxi because of guide dog

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
Where did you start your journey?
The date the incident happened
MM slash DD slash YYYY
Describe your condition and its impact on your ability to travel
[Describe your condition and its impact on your ability to travel. For example: "I am blind and have a guide dog."]
Give details of your journey
[Give details of your journey. For example: "on [X date] I was trying to take a taxi at [X Station]. The station staff guided me to the taxi rank, where I approached a taxi with the vehicle registration number [X]", or "I used your app to call a minicab on the X date at X time to go from A to B."]
Describe what went wrong
[Describe exactly what went wrong. For example: "The driver refused to let me in because I had a dog. I explained that it is a guide dog, but he did not want to listen."]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: "As a result I had to approach other taxis, which was not easy for me to do. I felt humiliated and more like a second class citizen. I am now less confident approaching taxies and feel anxious about travelling with my guide dog" or "I was unable to travel, I had to call another taxi and had to wait X minutes for it. Not only I was late for my meeting, I also felt humiliated and angry"]
Does this situation happen regularly?
[Explain if this situation happens regularly]
What would you like to achieve by your complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
1. A written apology; 2. An action against the driver for breaching conditions of his licence, if the driver is not exempted from the requirement to take on the guide dog users; 3. A commitment from you to train all of your drivers about Disability Equality, their duties under the Equality Act; 4. Compensation for the discrimination and injury to feelings that I experienced, and compensation for the extra money I had to spend because of the discrimination.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before action – Transport – Taxi – Guide dog

Public Transport / Taxi / Guide Dog / Letter before action

I was refused travel in a taxi because of guide dog

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
See 'Who to complain to' if you're not sure
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
Describe your condition and its impact on your ability to travel
[Describe your condition and its impact on your ability to travel. For example: "I am blind and have a guide dog."]
Give details of your journey
[Give details of your journey. For example: "on [X date] I was trying to take a taxi at [X Station]. The station staff guided me to the taxi rank, where I approached a taxi with the vehicle registration number [X]", or "I used your app to call a minicab on the X date at X time to go from A to B."]
Describe what went wrong
[Describe exactly what went wrong. For example: "The driver refused to let me in because I had a dog. I explained that it is a guide dog, but he did not want to listen."]
Describe the impact this had on you
Including inconvenience; feeling humiliated; any physical impact, like being made to wait in the cold; any financial impact - were you late for an important meeting?
[Describe the impact this had on you. For example: "As a result I had to approach other taxis, which was not easy for me to do. I felt humiliated and more like a second class citizen. I am now less confident approaching taxies and feel anxious about travelling with my guide dog" or "I was unable to travel, I had to call another taxi and had to wait X minutes for it. Not only was I late for my meeting, I also felt humiliated and angry"]
Does this situation happen regularly?
[Explain if this situation happens regularly]
What would you like to achieve by this letter?
These are our recommendations, but you can edit these depending on what you would like to achieve.
1. an open acknowledgement that you have discriminated against me; 2. a commitment from you to change the way you provide your service to ensure this does not happen to me or other Disabled people using your service again; 3. Compensation for injury to feelings and any financial losses I have suffered as a result of the discrimination outlined above.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

About this guide

Download this Discrimination Guide: Transport (PDF)

Download this Discrimination Guide in Easy Read: Transport (Word)

Take action

What kind of problem did you experience?

I did not receive assistance on a train journey

The wheelchair space was occupied on a bus

The bus did not stop, or pulled up too far away

Audio visual announcements or ramp did not work on the bus

Taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user

Taxi refused to take you because of a guide dog

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Collect evidence

Write a letter of complaint

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Collect evidence

Write a complaint letter

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Collecting evidence

Write a complaint letter

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Write a complaint letter

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Public Transport / Bus / The bus did not stop or pulled up too far away / Letter before action

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Public Transport / Bus / Audio visual announcements or a ramp did not work / Complaint letter

Public Transport / Bus / Audio visual announcements or a ramp did not work / Letter before action

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Public Transport / Taxi / A taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user / Complaint letter

Public Transport / Taxi / A taxi refused to take or provide assistance to a wheelchair user or a mobility scooter user / Letter before action

Public Transport / Taxi / Guide Dog / Complaint letter

Public Transport / Taxi / Guide Dog / Letter before action