Complaints Process

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.

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.

Appeals Process

To appeal an Unpaid Toll Charge Notice (UTCN) please follow this link. We aim to respond within 14 days.