(23 May 2024, 11:01 am)Adrian wrote Nexus isn't a regulator, so there's nothing they can really do in regards to your complaint, as the X10 is a commercial service. In addition to what Storx has suggested though, there's a couple things you could do:

You can (or should!) be able to see the content of any customer services tickets by going to https://help.gonortheast.co.uk/hc/en-gb/requests. If you haven't an account, you'll need to register one under the same email address that you've emailed them from. 

If that fails, or you can't see the full details, you can request this from the operator using a Subject Access request. See here for details: https://ico.org.uk/for-the-public/make-a...s-request/

On a personal preference, I'd request any communication by email. You then have a written record of any conversation. I'd also request details of dates/times they've called you, and on what number they've attempted to call you on? If they've called and left a voicemail on an incorrect number, they should confirm the content of the voicemails they've left you, so you can ascertain they haven't leaked any personal data.

As I wrote above, all operators have signed up to a Bus Passenger Charter (https://www.northeast-ca.gov.uk/passengercharter), which includes the commercial services that they run. So if you've been given a standard response or feel you haven't been compensated adequately for service disruption, then point customer services to the 'Enhanced Partnership bus passenger charter' in the first instance. If they still refuse to deal with it per the charter, then contact buses@transportnortheast.gov.uk (not Nexus) and ask for it to be taken to a meeting of the Local Bus Board for your area.

Hope this is useful.

Good advice, mind unsure the bit in bold might apply here since the incident was in Stockton. I'd assume that it would be whatever charter has been signed down with TVCA instead but I'm not sure what the rules are for cross boundary trips. It's a right grey area but I wouldn't be surprised to see the lot up here want to wash their hands of it.