Our impact
Find out more about our work with operators to improve services for everyone
Operators are legally required to offer Alternative Dispute Resolution to passengers – we are the only approved body specifically for the bus and coach industry
Resolving passenger complaints
Our Alternative Dispute Resolution (ADR) service is required in law and we are the only approved body specifically for the bus and coach industry. Unlike commercial bodies, our ADR services are offered free to the operators who subscribe to us.
Our work as the National Enforcement Body on passenger rights ensures operators comply fully with UK law and avoid substantial fines. We also undertake Compliance Monitoring in Scotland and Wales and, with the exception of our bespoke training packages, our services come at no additional cost to operators.
The price of a subscription to Bus Users is based on our detailed research into fleet numbers held by Traffic Commissioners and the figures published by operators themselves.
