Feature
Better information for your journey
The National Traffic Control Centre collects real-time information on road conditions.
Quick Links
See when traffic will be lightest
Our traffic forecaster can help get you there quicker
How to Make a Complaint
The Highways Agency Complaints Procedure
Stage 1 - Resolve Locally
We aim to investigate and resolve your concern at the most appropriate level
The Highways Agency Complaints Procedure
Stage 1 - Resolve Locally
We aim to investigate and resolve your concern at the most appropriate level which is usually locally. This could be where you live, where a particular road goes, where a scheme is proposed or some other concern you have. This is why we have a network of offices across England.
If we are at fault we will:
- Apologise and provide a full explanation of what went wrong,
- Tell you what we can do to put things right,
- Do our best to learn lessons to improve our service and prevent a recurrence.
Stage 2 - Chief Executive
If you are not satisfied with the local service and response you receive, you can write to our Chief Executive:
Chief Executive
Highways Agency
5th Floor
123 Buckingham Palace Road
London
SW1W 9HA
Our Chief Executive will make sure your complaint is reviewed and that you are sent a reply.
Stage 3 - Independent Assessment
If you think that your complaint has not been handled properly, you can ask our Chief Executive to refer it to an independent assessor.
The assessor can look at complaints about the way we have handled your correspondence but not those about employment, or appeals or complaints about the policies, laws and regulations within which we operate.
Parliamentary Ombudsman
There may be times when you've tried resolving the complaint with us and you still think you received a poor service. If so you may want to take advice from a Member of Parliament (it need not be your local MP) about referring your complaint to the Parliamentary and Health Service Ombudsman.
Details of their service can be obtained from their website at:
their helpline during office hours on:
0345 015 4033
or, by writing to their offices at:
Parliamentary and Health Service
Ombudsman,
Millbank Tower,
Millbank,
London
SW1P 4QP
