West Midlands Customer Charter

Diamond Bus are a member of the West Midlands Bus Alliance and are committed to working with others to deliver the best possible experience to our customers across the bus network in the West Midlands.

This customer charter has been developed in partnership with Transport for West Midlands, part of the West Midlands Combined Authority.

You can rely on us to do the following things:

For our Customers...

We are responsible
Our staff will be approachable and knowledgeable making it easy for you to talk to us. We will take responsibility for solving problems you may have - always asking ourselves have we done everything we can.

We are listening
We welcome your feedback and actively consult local people before making major changes. We will improve our services where we can, creating opportunities for our customers voice to be heard.

We are informative
We will tell you in advance when services are planned to change. We will keep websites, timetables and other important sources of information updated so that information is accurate and available when you need it.

We are honest
Things sometimes go wrong and if they do we will try to resolve them and put them right. We will be honest about things we can’t directly control and always try to put you in touch with someone who can help.

Across our Network...

High quality
We want to provide the best possible experience for customers before, during and after your journey.

We want to provide an environment where you feel safe and secure.

We aim to provide services that you can trust to get you to where you need to be.

We aim to provide buses clean and pleasant to use.

We are committed to improving the region in which we live, reducing bus vehicle emissions and improving air quality and health.

We provide Low floor buses on our services to provide inclusive travel for all.