ADR Approved Bodies
Bus Users UK Ltd
Bus Users deals with complaints for bus and coach passengers. Bus Users cover all of the UK, the exception of London, which is covered by London TravelWatch and Northern Ireland, which is covered by the Consumer Council for Northern Ireland. You must make a complaint to the bus or coach company first.
To check if your bus company is a member please click here. This service is free for consumers.
11 Belgrave Rd
London, SW1V 1RB
Type or sector of disputes
The entity is competent for disputes in the following sectors
The entity is competent for disputes against traders established in
No fees have to be paid by the consumer
Fees have to be paid by the trader
Operators may either pay an annual subscription of £6.50 per vehicle in service or £100 per complaint accepted.
The entity is handling the procedure in the following languages:
Average length of the procedure (in days or months)
The procedure has an average length of 90 days
Conduct of the procedure
The procedure is done: in writing, orally
The entity does not require the physical presence of the parties and/or of their representative
Outcome of the procedure
The procedure is non-binding.
Grounds for refusal
The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally
The dispute is frivolous or vexatious
The consumer has not submitted the complaint to the dispute resolution body within the required time limit