About Nottingham City Transport

NCT Passenger Charter

Nottingham City Transport's vision is to provide the best possible public transport service for the people of Nottingham.

We aim to:

Deliver the most reliable service possible
Keep you informed about change to your services
Supply accessible and understandable information about our services
Provide safe and comfortable vehicles
Operate our network with friendly and helpful staff

Nottingham City Transport values all customer feedback. Please get in touch if you wish to make a comment, complaint, suggestion or praise a member of our staff. Your feedback is very important and it allows us to identify areas where we can improve the service we provide to you. If you let us know when something is wrong, we have the opportunity to put it right.

How to contact us

Email feedback@nctx.co.uk
Call 0115 950 60 70 and press option 4
Write to Customer Relationship Team, Nottingham City Transport, Lower Parliament Street, Nottingham, NG1 1GG

What do you need to tell us?

To respond to any customer feedback, we need you to provide as much information as you can. This is essential if it involves a driver because with nearly 800 employed, we need to ensure we identify the right one.

NCT bus ticket When giving us your feedback, please try to contact us within 48 hours of the incident and include the following information:

Date and time of incident
The route number of the bus
Where you boarded the bus
A description of the driver
Your Easyrider Citycard number
(if you have one)
The bus fleet number (3 digits shown above the doors or next to bus on your ticket)
The 4 digit driver number (shown next to Dvr on your bus ticket)
Copies of any receipts if additional costs were incurred

And don’t forget your actual feedback along with your name and address.

What happens with your feedback?

All feedback is logged on our Customer Relationship Database. Your comments are referred to the Manager who has responsibility for the issue you are contacting us about and they will thoroughly investigate it. This will often include downloading the CCTV and audio from the bus so they can view exactly what has happened as well as talking to members of staff involved.

Once the Manager has investigated your comments, they will use the evidence and their findings to conclude if your feedback is valid or not and if it is, they will take appropriate action. The Customer Relationship Team will then contact you to explain the Manager’s findings and we aim to respond within 5 working days of receipt.

What about refunds and compensation?

The Customer Relationship Team reviews every case individually and any offer of a refund or gesture of goodwill will be included within their response.

What if I am not satisfied with a response?

If you are not satisfied with the response from the Customer Relationship Team, you can request for your case to be reviewed. Requests should be made in writing to the Marketing Manager, Nottingham City Transport, Lower Parliament Street, Nottingham, NG1 1GG