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 twenty eight 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 twenty eight working days.

You can also write to us:

Customer Relations Team
Eurotunnel
UK Terminal
Ashford Road
Folkestone
CT18 8XX


Alternatively customers may wish to fax their complaint to the Customer Services Team on: 01303 272690.

We will send an acknowledgment within three working days to advise you that your letter or fax 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 twenty eight 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 fax will be acknowledged and a response sent as quickly as possible but within twenty eight 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 fax will be acknowledged and a response sent as quickly as possible but within twenty eight working days.

Gedess # 397072 v.5