Bus Users UK will be registering as an approved Alternative Dispute Resolution (ADR) Body for bus and coach passengers. ADR is set up to protect the rights of the consumer and is intended to 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. For the past 35 years, Bus Users has been the recognised UK complaints handler for the bus and coach industry outside London and Northern Ireland.
Chair of Bus Users UK and former Transport Minister, Norman Baker, said, ‘Bus and coach operators are now required, by law, to make passengers aware of an approved ADR Body for their complaints. This will give passengers greater protection and, as their registered ADR Body, it will enable Bus Users to advocate even more effectively on their behalf.’