1. Legal information
  2. Complaints procedure

Complaints procedure

Eurotunnel LeShuttle is committed to providing the highest quality service but sometimes problems arise which result in a product or service falling short of a customers 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. In the event that your journey was delayed, you may be entitled to compensation. This will be in the form of a discount voucher to be used against future travel with our service.  

This dedicated team will investigate and respond within 14 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: LeShuttle 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 10 working days.

You can also write to us:

Customer Relations Team
LeShuttle
UK Terminal
Ashford Road
Folkestone
CT18 8XX

We will send an acknowledgment within 3 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 10 working days.

If you are unhappy with any response please reply to the email or letter sent to you and request that this be reviewed by the Manager.

Your email or letter will be acknowledged and a response sent as quickly as possible but within 10 working days.

If you are not satisfied with our attempts to resolve your complaint you can contact one of the following organisations:

Small Claims Court Mediation Service

The small claims mediation service is a free service provided by the civil courts for those involved in a small claims dispute. Claims are accepted in English.
Website: smallclaimscourtgenie.co.uk

The Online Dispute Resolution platform

The ODR platform has been established to make it easier for consumers to access Alternative Dispute Resolution services. 
The ODR platform can be accessed at https://ec.europa.eu/odr

Médiation Tourisme Voyage (France)

Médiation Tourisme Voyage offers an independent mediation service. 
MTV Médiation Tourisme Voyage
BP 80 303
75 823 Paris Cedex 17 
Website: https://www.mtv.travel/