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.

Fiona Penhallurick  
Independent Complaints Commissioner

Fiona has over 20 years’ experience as a senior executive, director and corporate lawyer. She is an accredited civil and commercial mediator. Fiona has held Senior Management positions in large corporate organisations (including Tarmac, National Grid and GEC) and has worked on many large infrastructure projects spanning the construction, utility and energy sectors. She was part of the team that obtained the first ever Development Consent Order.

You can contact the ICC via [email protected]

The ICC will work with the Tideway Helpdesk team to establish procedures for dealing with unresolved complaints. The Tideway Helpdesk team will always be given the opportunity to resolve matters first. Thereafter, the complaint can be referred to the ICC by the person raising the complaint. The application must be submitted in writing to the ICC and the ICC is required to respond within 28 days, unless a further time limit is agreed.

Thames Water is working on the project and are undertaking construction in some areas. These works are enabling works to enable Tideway to construct the tunnel and shafts. While there are clear lines of responsibility between Tideway and Thames Water we will be working very closely with one another.

Thames Water team has its own complaint escalation process and this is available on their website and in this leaflet here. This should only be used in respect of works being completed by Thames Water as opposed to Tideway.