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’re unhappy with our initial response, contact us and 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 follow this link to our complaints formClick here
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:
Tyne and Wear
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.
To appeal an Unpaid Toll Charge Notice (UTCN) please follow this link. We aim to respond within 14 days.