Bus Users UK has been formally appointed as the official Alternative Dispute Resolution (ADR) body for Transport for Greater Manchester (TfGM), giving passengers across the region direct access to an independent, impartial complaints escalation service.

Under UK consumer law, bus and coach operators have to make an ADR service available to all passengers to protect their rights and improve passenger confidence.

Appointing Bus Users UK provides transparency and accountability, offering passengers an official route to escalate complaints that TfGM has been unable to resolve. Bus Users UK’s expert mediation services are free to passengers and ensure issues are dealt with quickly and fairly, without the need for legal action.

Welcoming the appointment, Lydia Horbury, Chief Executive for Bus Users UK (pictured above). said:

“We are delighted to be working with Transport for Greater Manchester to ensure passengers have clear, signposted access to a fair, trusted and independent complaints process. This partnership reflects TfGM’s commitment to good practice and will improve services and boost passenger confidence, making buses an even better travel choice for the people of Greater Manchester.”

Fran Wilkinson, Director for Customer and Growth at Transport for Greater Manchester said:

“The Bee Network works for, and is accountable to, everyone in Greater Manchester and our aim is always to deliver brilliant services first-time round. If there are complaints it’s vital that we listen and respond, and we are pleased to be working with Bus Users UK to drive improvements and make sure we get the right outcomes for passengers.”

(Pics: Transport for Greater Manchester; Bus Users UK)