Crossrail Complaints Commissioner

The Crossrail Complaints Commissioner

Stephen Jolly

There is a requirement in the Crossrail Act for an independent person to:

  • advise members of the public who do not know who to complain to and
  • act as mediator in cases where complainants believe they have received an unsatisfactory response.

Following the successful precedents of the Channel Tunnel and the Channel Tunnel Rail Link, in 2009 the Secretary of State for Transport appointed a Complaints Commissioner whose remit extended to the Crossrail works.

Stephen Jolly was appointed as the new Crossrail Complaints Commissioner on 19 March 2012.  He has extensive experience of dispute handling and an understanding of major construction projects gained over the past 25 years, together with an awareness of the construction legislation with regard to the effects on third parties. 

His most recent positions include that of Transport Stakeholder Relations Manager with the Olympic Delivery Authority since 2006.  He was previously Head of Integrated Transport Projects with Cambridgeshire County Council and he has undertaken various communications and project roles with London Underground during the 1990s including the Jubilee Line Extension project.  Stephen is also a reservist with the Royal Air Force.  He brings to his present job enthusiasm and commitment to public service.  The objective of his office is, “to seek fair and independent resolution of complaints.”