Bus Users UK is now officially registered as an approved Alternative Dispute Resolution (ADR) Body for bus and coach passengers. ADR protects the rights of the consumer and provides 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. The registration covers bus passengers, as well as both express and excursion coach passengers.
Chief Executive of Bus Users, Claire Walters, said, ‘This is great news for passengers who now have a recognised intermediary to help resolve their complaints. We’ll be contacting operators to make sure they have up to date contact details for Bus Users as they’re now required, by law, to pass them on to any passenger who isn’t satisfied with the way their complaint has been handled.’
Bus Users has been the recognised UK complaints handler for the bus and coach industry for over 30 years outside of London and Northern Ireland. The organisation will also be working with passenger groups and using social media to raise awareness of the requirements under ADR.