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.

Please fill in our form with details of your complaint: Eurotunnel Le Shuttle contact form

You will receive an automatic reply to advise you that your message 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 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 reply to the email or letter sent to you and request that this be escalated to the Manager.

Your email or letter 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: