Knowsley Older People's Voice

Merseytravel complaints process

Making a complaint about Public Transport

Merseytravel is the body responsible for co-ordinating public transport within Merseyside, pilule and acts in partnership with private bus and rail operators to provide public transport in the area including Knowsley. Merseytravel is also responsible for monitoring the performance of bus and train operators, medicine and operates a RESPOND system enabling passengers to submit individual comments and complaints when they feel a service falls below the standard expected.

Older passengers who have experienced problems with public transport are sometimes unable or unwilling to use the RESPOND complaints system themselves. To support this, KOPV is offering to collect details of their experience and submit the complaint on behalf of the user. In this way we are able to monitor the type of problems experienced, and flag any recurring issues to the Transport Implementation Group. Similarly, we are able to collate and pass on responses received from Merseytravel to individual complainants and to our wider membership.

If you are a Knowsley resident and would like KOPV to assist you in raising a complaint about a journey you have experienced using public transport you can telephone KOPV at 449 3954 or email at If possible you should include details of:

  • Your full contact details (including telephone number)
  • Time of journey
  • Type of transport (bus/train/ferry)
  • Service Number
  • Operator
  • What happened


For those who would prefer to submit their complaint direct to Merseytravel click here

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KOPV is a formally constituted body & has a Steering group of 12 elected members responsible for planning & delivering the work of KOPV on behalf of its members