A transport watchdog has confirmed to The Northern Echo that it is reviewing a North East toll collector's controversial complaints process.

Watchdog Transport Focus is reviewing Tyne Tunnel's (TT2) complaints process amid backlash from drivers on the handling of appeals.

Angry motorists previously hit with £60 fines for the £1.90 fare have labelled the current appeals and complaints system as "unfair," urging something to be done.

Last night, Tyne Tunnel bosses said they had voluntarily appointed the group in a bid to "improve the customer experience."

Read more: Wembley mum hits out at Tyne Tunnel fines after Great North Run

A Transport Focus spokesperson said: “Transport Focus is working with Tyne Tunnel operator TT2 to help it improve customer experience.

"The results of the first phase of our work, intended to improve how complaints are handled, will be published in due course.”

The Northern Echo:

The review into TT2 comes as drivers have previously complained of the appeals process available to drivers when they feel their Unpaid Toll Charge Notice is unfair.

Last week, Tracey Nobbs, a teacher from London questioned the appeals process after being hit by two fines on her way back after taking part in the Great North Run.

She said she was left unable to pay her fares after TT2's site failed to respond, however the toll collector denies this and said her internet connection was likely at fault.

She said the organisation was "judge, jury and executioner" when it came to the appeals process, and that she had raised her issues with this to Transport Focus.

Read more: Decision to up price of Tyne Tunnel toll has been delayed

The Northern Echo:

In response to this, TT2 refuted these claims and claim Ms Nobbs was correctly charged for two unpaid toll charge notices (UTCN).

While last week, in response to Ms Nobbs claims, TT2 said their appeals and outcomes are independently audited.

Last night, Philip Smith, chief executive of TT2, responded to the fresh coverage that Transport Focus is carrying out a full review.

He said: “Earlier this year, we appointed the independent transport watchdog, Transport Focus, to carry out an initial full review of how complaints are currently handled, and make recommendations to improve the process.

"We welcome the advice and guidance from Transport Focus to futher improve the Tyne Tunnels customer experience.

“This doesn’t change the way that people need to feedback to us, but they can do so in the confidence that an independent statutory body is listening to motorist concerns.”  

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