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Complaints procedure

Complaints Procedure

We take seriously every complaint we receive about our project and we make every effort to resolve complaints swiftly and without delay.

Any complaint about the Tideway project work should be made to the Tideway Helpdesk.

If you write to us to complain, we will confirm receipt of your complaint and reply within ten working days of receiving your correspondence. We will always try and reply ahead of this timeframe wherever possible.

To help us deal effectively with your enquiry, we may have to pass some of your details onto other members of staff, or our contractors.

This means that some responses may take longer to complete due to the nature of the information required. In cases where a full response may take a little longer we will keep you informed and let you know the reasons for the delay.

If you are dissatisfied with the outcome of the complaint then please let the Tideway Helpdesk know. Your complaint will be reviewed by a Tideway manager and the outcome will be provided within a further 20 working days.

At this stage, if you still remain dissatisfied, and you decide to take your complaint to the Independent Complaints Commissioner (ICC) we will provide all the necessary information and relevant details to enable you to contact the ICC to have your complaint independently reviewed.