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Introduction
The Highways Agency Complaints Procedure
The Highways Agency is responsible for the maintenance, operation and improvement of the motorway and trunk road network in England.
We aim to provide the best customer service, but there may be a time when you need to complain. We want to hear about these experiences as we are keen to learn from them so that we can improve the service we deliver.
These web pages explain our complaints procedure for your guidance, or you can download our leaflet. If you are not sure where to start, information about how to get in touch with our Information Line staff is available on the Contacts page.
A map of the roads for which the Agency is responsible is available in this section under "Network Map". If you have enquiries about roads that are the responsibility of Transport for London, County Councils, Metropolitan authorities or Unitary authorities, please call our Information Line on 08457 50 40 30 (local rate call) and we will provide you with a contact number.
We aim to respond to all communications (letters, e-mails, faxes, telephone calls) within 15 working days of receiving them. This includes a complaint that has been formally recorded by one of our Traffic Officers. If we are going to take longer, we will let you know why and when we aim to reply.
