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.

About The West Midlands Customer Charter Passenger Charter

The Government’s National Bus Strategy sets out a commitment under Bus Service Improvement Plans (BSIPs) to drive improvements for passengers through a Bus Passenger Charter (BPC) that sets out what passengers can expect from local transport authorities and bus operators delivering local bus services across their area.

This West Midlands Bus Passenger Charter has been agreed by all the local bus operators and TfWM. It covers those bus services either funded by TfWM and local bus services across the bus network serving bus stops in Birmingham, Coventry, Dudley, Sandwell, Solihull, Walsall and Wolverhampton council areas.

The Passenger Charter is our commitment to you

We work hard to make sure every journey you take with us is as easy as possible. The West Midlands Customer Charter tells you what you can expect from all of the bus operators and Transport for West Midlands (TfWM). 

Every year, the Bus Alliance review and update the charter. We work with passenger bodies Bus Users UK and Transport Focus on these updates to make sure it remains as useful as possible for all our passengers. You can see a full copy of the charter here.

This charter does not affect your legal rights and does not replace bus operators’ own conditions of carriage - Diamond Bus Conditions of Carriage can be found here