The Driver and Vehicle Standards Agency (DVSA) is an executive agency for the Department for Transport. Its primary responsiblities include conducting driving tests, regulating the standards for driving instructors, and ensuring that vehicles meet safety and environmental standards.
It also monitors the performance of bus companies and deals with complaints from passengers about certain matters relating to bus services.
For example, the DVSA deals with complaints about a bus or coach service or driver breaking safety or accessibility rules. This includes problems with:
• help getting on and off a bus or coach
• ramps and lifts
• using a wheelchair
• travelling with an assistance dog
• priority seats
• steps and stairs
• handrails, poles and handholds
• floors and aisles
• ‘stop’ or bell buttons
• route and destination displays
In order to complain about any of those issues, follow this link on the gov.uk website
The other type of complaint that the DVSA deals with is where a bus or coach arrives late, or too early, or did not stop or did not turn up. In order to complain about those issues, follow this link on the gov.uk website.
In most cases, complaints should first be made to the bus company involved or to Cornwall Council local transport unit, but if neither of these routes produce a satisfactory outcome, complaining to the DVSA may be the best way of pursuing the matter.