AN independent watchdog has been appointed to carry out a full review of the handling of complaints at Tyne Tunnel. 

Tunnels operator TT2 has appointed Transport Focus to carry out an initial review of how complaints are currently handled and make recommendations to improve the process.

Once the review is complete the watchdog will work with TT2 to ensure that improvements for motorists are taken on board.

Read more: Tyne Tunnel price increases by 20p for certain vehicles

In addition, Transport Focus are also working towards setting up an independent survey of customers to help pinpoint any further areas for improvement and gauge overall customer satisfaction.

The move comes after Tyne Tunnel bosses defended their under-fire fines system, with thousands of people signed a petition calling for it to be scrapped.

The crossing made the switch to a cashless ‘free flow’ model last November, meaning drivers can no longer pay at the tunnels’ traditional toll plazas using cash and must instead use either a pre-paid account or pay online afterwards.

The change has came into force in a bid to reduce journey times and cut pollution but has sparked a major backlash from users complaining it has been littered with errors that have resulted in people being incorrectly slapped with heavy fines and pursued by bailiffs.

Chief executive of TT2, Philip Smith comments: “We welcome any advice and guidance Transport Focus can give us to improve the customer experience. Their breadth of knowledge and insight is unparalleled in Great Britain and they are best placed to act as the voice of the customer.”

“This doesn’t change the way that people need to feedback to us, but they can do so in the confidence that an independent statutory body is listening to motorist concerns.”

Chief executive of Transport Focus, Anthony Smith said: “This new partnership with TT2 should come as welcome news to all drivers who use the tunnel.

“By being involved in the oversight of the complaints and mediation process, road users can feel assured that their voice is being heard.

Read more: Man hits out at Tyne Tunnel time to pay £1.90 toll after £60 fine

“We look forward to helping TT2 understand what it can do to improve the overall experience for the thousands who use the tunnel every day.”

In November 2021, TT2 switched to a cashless operation of open road tolling, monitored by vehicle registration cameras. As a result of this, journey times, congestion and C02 emissions have all been reduced.

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