You can apparently talk to someone from Arriva via a live chat. I found this link on HinckleyBus's Facebook after their website broken...
Link: https://arriva.whoson.com/chat/chatstart.aspx?domain=www.arrivabus.co.uk&AspxAutoDetectCookieSupport=1&SID=0
Has anyone else used it?
They tell you to use it, after you've just reported something on Facebook!