Transport Focus review of complaints handling by TT2 Limited

22 August 2023

Transport Focus has reviewed how TT2 handles complaints from users of the Tyne road tunnels. Our role as critical friend of TT2 was announced last year.  

We assessed a randomly selected sample of customer complaints received by TT2 between December 2021 and August 2022.  

The subsequent report, available below, sets out Transport Focus’s findings and recommendations for improvement.  

In response to our findings, TT2 has implemented a number of changes and expects to make more. Where TT2 has provided comments in response to our recommendations, these are presented within the report.