Emailed Arriva last Monday and recieved a reply yesterday, however, although it was within the 10 days they didn't seem to acknowledge what I was saying, leaving me rather annoyed. I complained about the general timekeeping and warmth of the buses used on the route, giving examples. They proceeded to tell me to fill out an individual journey complaint form. If I've specified in my original email it was a generic complaint, about a specific few vehicles then surely you don't need journey details, when I've told them which buses I was complaining about??