Stage 1: Initial Complaint
Your complaint will be addressed by our Customer Service Team who aim to respond within fourteen days, but this might take longer during busy periods; please bear with us.
Stage 2: Manager Escalation
If you’re unhappy with our initial response, a Customer Service Manager can look at your case to make sure that all our processes have been followed correctly. We hope to provide a response within seven days but may take longer if they need to investigate further or during busy periods.
Stage 3: Formal Resolution
If you’re unable to reach agreement with a manager, you can ask for a final review to be undertaken by our Complaints Team. Your case will be thoroughly investigated, and we’ll try to provide a formal written response within six weeks, but complex cases may take longer to resolve.
Please find our complaints form here.
You can also write to us at:
Tyne and Wear
To appeal an Unpaid Toll Charge Notice (UTCN) please follow this link. We aim to respond within 10 working days, but this can take longer during busy periods.