If your complaint is about the outcome of your appeal, please ensure that you have exhausted the Appeals Process before submitting a complaint.

Stage 1: Initial Complaint

Your complaint will be addressed by a Customer Service Agent who aim to respond within fourteen days.

Stage 2: Manager Escalation

If you can not agree a resolution with a Customer Service Agent, a Customer Service Lead will look at your case to make sure that all our processes have been followed correctly. We aim to provide a response within seven days.

Stage 3: Formal Resolution

If you’re unable to reach agreement with a Customer Service Lead, you can ask for a final review to be undertaken by a Complaints Lead. Your case will be thoroughly investigated, and we aim to provide a formal written response within six weeks.

Please note that outcomes to complaints are reached in line with Tyne Tunnels Bylaws 2021, The River Tyne (Tunnels) Order and guidelines agreed with our client.  On occasion therefore, it may not be possible to reach a mutually agreeable outcome. In these instances, complaints may not be escalated as above.

The Role of the North East Mayoral Strategic Authority in the Complaints Process

TT2 Limited do not have an appointed ombudsman. Customers dissatisfied with the outcome of a complaint may request that our client, the North East Mayoral Strategic Authority (North East MSA), conduct an external review.

North East MSA may ask TT2 to review complaints but cannot veto their outcomes. Please note that TT2 Limited’s appeals and complaints processes must be exhausted prior to entering into dialogue with the North East MSA.

Furthermore, if your complaint is relating to charges issued by TT2 Limited, please note that the North East MSA does not generally investigate complaints relating to Unpaid Toll Charge Notices (UTCNs) issued by TT2 or appeals made to TT2. The Tyne Tunnels are not operated by the North East MSA and we do not hold customer data or administer the appeals process. Complaints seeking to appeal UTCNs will be acknowledged, but there will be no further action taken or referral made to TT2. In exceptional circumstances where a UTCN or appeal may be investigated, any investigation would not be with a view to overturning any charges because the North East MSA does not have decision making powers over individual cases and cannot directly affect the outcome of specific appeals to TT2.

Continuous Improvement Commitments

At Tyne Tunnels we take complaints seriously, after each complaint resolution is finalised, the management team reviews the root causes of complaints and inputs action plans where necessary so repeat incidents are minimised.

You can also write to us at:

TT2 Limited
Administrative Building
Wallsend
Tyne and Wear
NE28 0PD

Complaints via Phone

We always recommend customers to make a complaint via our complaints form, however you can also submit a complaint by calling us and an agent will assist.

Data Subject Access Request (DSAR) Complaints

A data subject may make a complaint to the controller if the data subject considers that, in connection with personal data relating to the data subject, there is an infringement of the UK GDPR or Part 3 of this Act.

A controller must facilitate the making of complaints under this section by taking steps such as providing a complaint form which can be completed electronically and by other means.

If a controller receives a complaint under this section, the controller must acknowledge receipt of the complaint within the period of 30 days beginning when the complaint is received.

If a controller receives a complaint under this section, the controller must without undue delay:

a.   take appropriate steps to respond to the complaint; and

b.   inform the complainant of the outcome of the complaint.

The reference in subsection (4)(a) to taking appropriate steps to respond to the complaint includes

a.  making enquiries into the subject matter of the complaint, to the extent appropriate; and

b.  informing the complainant about progress on the complaint.