This company are a complete farce
This company are supposed to be the ADR for complaints against critical bus services. However, they are anything but that. Instead, they operate as a front for the specific purpose of deterring passengers from escalating complaints against bus companies. Bus Users UK do this by instantly creating barriers to complaints, deliberately designed to exhaust despairing passengers. After submitting each complaint, they send the same default response, saying they can't do anything until the bus company responds. This is despite repeatedly telling them they did respond. The next barrier is they can't do anything until you give the bus company 24 days to respond. Another barrier is saying they can only deal with each case individually. This means that if it is an ongoing daily occurrence to the point of crisis and the bus company refuses to respond to complaints from customers whose jobs are constantly being put at risk, then Bus Users UK have effectively eliminated any chance of progression.