ADR Approved Bodies
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.
22 Greencoat Place
London, SW1P 1PR
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