• Eurotunnel Le Shuttle complaints procedure


  • Eurotunnel Le Shuttle is committed to providing the highest quality service but sometimes problems arise which result in a product or service falling short of a customer's expectation.

    Our aim is to deal quickly and effectively with such problems and to provide a simple way for our customers to contact the right team who have the expertise to understand and give you the confidence that it will be treated in a fair and reasonable manner. The passenger customer relations team works within approved and regularly reviewed guidelines for a consistent and fair approach.

    This dedicated team will investigate and respond within fourteen working days ensuring that the merits of the complaint have been properly addressed.

    All complaints are required to be made in writing. There are three reasons for this: The first is to remove any doubt or interpretation about what has been said in the complaint and the response; the second to ensure there is a record in the event that future reference is required whilst the third is to provide a measure of the time taken to respond.

    Emails should be addressed for the attention of the Customer Relations Team: customer.relations@eurotunnel.com

    You will receive an automatic reply to advise you that your email has been received safely and this will be dealt with in strict order of receipt by a dedicated team member. The time it takes for a reply will depend on the level of investigation required however we aim to reply as soon as possible but within fourteen working days.

    You can also write to us:
    Customer Relations Team
    Eurotunnel
    UK Terminal
    Ashford Road
    Folkestone
    CT18 8XX

    We will send an acknowledgment within three working days to advise you that your letter or has been received safely and this will be dealt with in strict order of receipt by a dedicated team member. The time it takes for a reply will depend on the level of investigation required however we aim to reply as soon as possible but within fourteen working days.

    If you are unhappy with any response please contact the Customer Relations and Communications Manager using the contact details shown above.

    Your email, letter or will be acknowledged and a response sent as quickly as possible but within fourteen working days

    In the event that we have still been unable to resolve your complaint then please contact the Customer Experience Director in writing using the contact details shown above.

    Your email, letter or will be acknowledged and a response sent as quickly as possible but within fourteen working days.

    If you are not satisfied with our attempts to resolve your complaint you can contact one of the following organisations:

  • Small Claims Court Mediation Service
    The small claims mediation service is a free service provided by the civil courts for those involved in a small claims dispute. Claims are accepted in English.
    Website: smallclaimscourtgenie.co.uk
    The Online Dispute Resolution platform
    The ODR platform has been established to make it easier for consumers to access Alternative Dispute Resolution services.
    The ODR platform can be accessed at http://ec.europa.eu/odr
    Médiation Tourisme Voyage (France)
    Médiation Tourisme Voyage offers an independent mediation service.
    MTV Médiation Tourisme Voyage
    BP 80 303
    75 823 Paris Cedex 17
    Website: http://www.mtv.travel/
  • Gedess # 397072 v.7