Dear Mr. Butler, I am writing to you to bring to your attention a matter which I feel requires your immediate attention. I am a frequent user of your services and, on the whole, have a positive experience of your company. I use the service number 46, at 17.50 hours which runs from Northampton to Raunds. In particular I would like to draw your attention to the service on Thursday 25th November 2004, which should have ran at 17.50 hours, but did not run on time as the bus driver did not have a bus for us and took 10 minutes trying to locate a bus for him to use. I and a number of passengers had a particular problem with this service, which unfortunately was running 25 minutes late on arrival at the terminus. On boarding the bus, I tried to make light of the situation, however, was met with what I can only describe as uncalled for hostility and verbal abuse from one of your drivers. The Driver refused me entrance onto the bus saying that I was stopping him doing his job, which is not true as I was eager to make my journey home, which was already running 25 minutes late. He continued to verbally abuse myself and other passengers, then he removed himself from his cab and put himself in a position about 2 inches away from my face, which I found VERY intimidating. He then proceeded to demand I get off his bus and use another service and suggested I talk to an inspector in the bus station. I was more that willing to do this as I thought it would help the situation, but when I asked the driver if he would wait, he refused in a rude manner. As this is the only service available to me to get home I had to insist that I stayed. The verbal abuse and the bus drivers insistence that I leave his bus continued for a further 5 minutes, until he pushed my patience and I shouted back at him, which I would not normally do. I have also witnessed on other occasions on the same service, with the same driver, similar incidents, the latest being Tuesday 30th November when he was 30 minutes late. When somebody asked him why he was late, he responded, in the same way which he did to me. He asked the person to leave the bus and when the person refused, he physically pulled the person down the stairs. The passengers of the 46 service have been promised that action would be taken when others have complained about the service that this driver delivers. Or to date we have seen no change or have not had any feedback from your company. It would be a pleasant end to the working day if I could actually get home on time and not have to worry about being confronted with verbal abuse and the thought of being stranded in Northampton with no other possible way of getting home. I have enclosed a copy of my ticket from the service in question, and I much look forward to hearing from you very soon Yours Sincerely Nicky Jones (Mr)