Independent Complaints Commissioner

Last updated: 07 June 2017

Independent Complaints Commissioner

My name is Fiona Penhallurick and I have been appointed the Independent Complaints Commissioner (ICC).  The role of the ICC is twofold;

  • I can assess whether the Independent Compensation Panel (ICP) has followed the correct process in assessing a claim made to it, and
  • I can investigate unresolved complaints to ascertain whether the project has met its commitments and complied with agreed policies and procedures

If you are not happy with the decision on your claim to the ICP

If you are not satisfied with the response you receive from the ICP, you may contact me, my role is to ensure that the correct process has been followed.

If I find that the correct process has not been followed, I will send the claim back to the ICP for re-evaluation. I do not have the ability to overturn a decision.

If you want to escalate a complaint 

If you write to Tideway to complain, Tideway Helpdesk will confirm receipt of your complaint and reply within ten working days of receiving your correspondence. 

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 remain dissatisfied, you may raise your complaint with me. Tideway will provide all the necessary information and relevant details to enable you to contact me to have your complaint independently reviewed.

You can find the complaints procedure here: Complaints Procedure

Contact the ICC team

You can email Fiona Penhallurick at: [email protected]

Independent Complaints Commissioner

Fiona Penhallurick


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