Alternative Dispute role for Bus Users

Bus Users UK has become officially registered as an approved Alternative Dispute Resolution (ADR) body for bus and coach passengers. ADRs are designed to protect the rights of the consumer and provide a quicker and cheaper alternative to the court system when a consumer is unable to resolve a dispute directly with a retailer or service provider. 

The registration covers bus passengers, as well as both express and excursion coach passengers.

“This is great news for passengers who now have a recognised intermediary to help resolve their complaints,” says Claire Walters, chief executive, Bus Users. “We’ll be contacting operators to make sure they have up-to-date contact details for Bus Users as they’re now required, by law, to pass them on to any passenger who isn’t satisfied with the way their complaint has been handled.”

Bus Users has been the recognised UK complaints handler for the bus and coach industry for more than 30 years outside of London and Northern Ireland. The organisation will also be working with passenger groups and using social media to raise awareness of the requirements under ADR.