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ADR Approved Bodies

Bus Users UK

Bus Users UK

Bus Users handles complaints on behalf of bus and coach passengers. Bus Users covers the whole of the UK with the exception of London (London TravelWatch) and Northern Ireland (The Consumer Council for Northern Ireland). 

This service is free to passengers but complaints must be made to the bus or coach operator first.


Contact details


22 Greencoat Place
London, SW1P 1PR
United Kingdom

Contact information

Email address: complaints@bususers.org
Website: http://www.bususers.org
Phone: 0300 1110001

Type or sector of disputes

The entity is competent for disputes in the following sectors

  • Transport services

  • Other

The entity is competent for disputes against traders established in

  •  England

  •  Scotland

  • Wales




  • No fees have to be paid by the consumer

  • Fees have to be paid by the trader

  • Variable fee

  • 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:

  • English

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


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1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH.
Company no. RC000879

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