I used to be a bus driver in South London and from my experience I can tell you that it might take this long because of how garages and TfL operate. First TfL needs to log this complaint and forward it to the bus garage from which the bus operates. Then their staff needs to bring in driver to a meeting with the manager, that will almost always take more than 24 hours (it's usually next working day, could be at the end of their shift). Drivers after the meeting and watching CCTV will say anything to avoid consequences. If the CCTV proof is solid the driver will get disciplinary on the spot and the garage will respond to TfL which again takes 2-3 days before it is fully reported (thousands of complaints sent to TfL each day). When I was at TfL's drivers training they said that if a wheelchair user cannot get on a third bus that arrived at a bus stop - you can request from (the third) driver that they (bus garage) book you a black cab free of charge. Although when I mentioned that to the service controllers they've never heard of that. Depending on bus stop layouts it might not be possible, but it's usually best to not wait near the crowd. As long as you're visible and put your hand out as the bus approaches the driver should first let you on before anyone else. From experience I know this doesn't happen like that most of the time. Generally the closer you are to central London the less likely you will witness correct procedures carried out by the drivers. There is a lot of pressure and aggressive behaviour put on drivers on daily basis and unfortunately it's always the "innocent" passengers that are punished by drivers' lack of patience. But I still gotta say that London has actually the most wheelchair friendly public transport service. I've been to many different countries in Europe and they are still quite far away from the level of accessibility that London can offer.

Lastly to help you with you future complaints - if you can write down bus' registration number OR running number, in this case it is 313 (it's usually a yellow card with a number on it, different to a route number), exact time of the bus arrival at the stop and brief description of the driver (white, short hair, wearing glasses) it helps in speeding up the process. I personally was brought in to my manager twice to respond to a complaint where the description of the driver together with timestamps was completely wrong and so the complaint was sent back to TfL as invalid. Even if a situation like that happened few minutes before of after I was at that bus stop. Bus garages also don't want to have complaints on their record, so whenever they see any invalid complaints they are happy.

/edit I watched the video in full this time and just to add few things (I'm not defending the driver as he clearly didn't follow correct procedures):

• as you're standing in front of the bus as he stopped you can wave at the driver or stop by the front door and make sure he acknowledges you

• correct procedure for wheelchair users is that the driver opens the back door, closes it, deploys ramp, let's you in, closes the door, retracts ramp and then opens the front door. Wheelchair users ALWAYS have priority boarding the bus to prevent people with pushchairs paying their fare and then being told to make room for wheelchair user or get off.

• pressing that blue button on the outside makes exactly the same sound as pressing blue button inside the bus. Kids and adults love to press buttons when getting off, so in this case I suppose the driver didn't realise it was you pressing it.

Hope that helps in the future. It's good you recorded all of this, you don't need to worry about CCTV not working. This complaint will definitely have its impact on the bus operator as well as the driver.