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.

The Role of the North East CA 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 Combined Authority (North East CA), conduct an external review.

North East CA 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 CA.

Furthermore, if your complaint is relating to charges issued by TT2 Limited, please note that the North East CA 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 CA 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 CA 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.

Appeals Process

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