Bus Users UK has been appointed as alternative dispute resolution body for Transport for Greater Manchester (TfGM).
In that position, it will provide Bee Network passengers with 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 that issues are dealt with quickly and fairly without the need for legal action,” the organisation says.
It notes how under UK consumer law, bus operators must make available an alternative dispute resolution service to all passengers to protect their rights and improve customer confidence. Bus Users UK provides an independent, impartial complaints escalation service in that capacity.
Speaking about the development, TfGM Director for Customer and Growth Fran Wilkinson says: “The Bee Network works for, and is accountable to, everyone in Greater Manchester, and our aim is always to deliver brilliant services first time around.
“If there are complaints, it is vital that we listen and respond, and we are pleased to be working with Bus Users UK to drive improvements and make sure that we get the right outcomes for passengers.”
Bus Users UK Chief Executive Lydia Horbury has welcomed the appointment. She says: “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.”
