Originally known as the NFBU,  Bus Users was the first organisation to officially represent the interests of bus passengers outside of London.


1985  Dr Caroline Cahm set up the National Federation of Bus Users (NFBU) to represent all bus passengers outside of London, following the 1985 Transport Act and the deregulation of bus services.

The organisation started to run local events to give passengers a chance to speak direct to the operators who ran their services

With the Confederation of Passenger Transport (CPT) on board representing operators, Bus Users began to handle complaints on bus services.

2002   Impressed with the work of the NFBU, the Welsh Government took the decision to fund passenger representation and an office was opened in Cardiff, employing local staff. 

2004   The NFBU officially became Bus Users UK. 

2010   The Department for Transport (DfT) formally recognised  the organisation's work handling passenger complaints. 

2013   The Scottish Government agreed to fund Bus Users Scotland to undertake complaints and run local events.

Bus Users UK undertakes compliance monitoring in Wales and Scotland to check how well services are running to timetable and, when necessary, provide evidence to Traffic Commissioners.

The DfT officially named Bus Users the Nominated Body to oversee bus service complaint handling under the European Passenger Rights Regulation. 

2017   Bus Users becomes an approved Alternative Dispute Resolution (ADR) Body for bus and coach passengers.

2018   Bus Users UK officially becomes a UK registered charity (No1178677) with a new mission: to bring people and communities together through socially inclusive transport.

2019   Bus Users UK becomes a registered charity in Scotland (SC049144).