Login / Register/ Consumer Helpline 0808 223 1133

ADR Approved Bodies

Bus Users UK Ltd

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.

Contact details


11 Belgrave Rd
London, SW1V 1RB
United Kingdom

Contact information

Email address: complaints@bususers.org
Website: http://www.bususers.org
Phone: 03001110001

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


Follow us on twitter @ctsi_uk

© 2021 Chartered Trading Standards Institute. All rights reserved.

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

Website by: