Making a complaint about how a Roads Service claim was handled

If during or after the processing of a claim against Roads Service you wish to complain about any aspect of how it was handled you can do so. Details of how to do this are contained in the Roads Service Customer Charter.

• Roads Service Customer Charter (PDF, 1.02MB)
• Help with PDF files

Internal Complaints procedure

Roads Service Claims Unit (RSCU) aims to:

• respond to all verbal complaints, those made by phone or during visits to us, by the end of the next working day
• issue substantive replies to 95% of written complaints, including faxes and emails, within 15 working days.

If a full investigation is going to take longer, RSCU will let you know the reason and when you can expect a response.

Most problems can be sorted out by the Manager of the Roads Service Claims Investigation Team that has been dealing with your claim. If you are not happy with the response at that level, you should write to the Head of Roads Service Claims Unit with full details of your complaint, at the address below:

• The cost of contacting 08 and 03 telephone numbers (contacts section)

Next steps

If you are still not satisfied with this response, you may complain in writing to the Office of the Chief Executive, Roads Service Headquarters at the above address.

Please note that this internal complaints procedure does not deal with complaints about Roads Service’s decision in a compensation claims case, as decisions can be contested through the legal process.

If you have received a reply from the Chief Executive and remain dissatisfied, you can ask a member of the Northern Ireland Assembly (not necessarily your own) to refer your complaint to the Northern Ireland Ombudsman. The Ombudsman will expect you to have used the procedure outlined above before referring a complaint.

You can contact the Ombudsman for advice by phoning (0800) 343424 free of charge, or by visiting the Northern Ireland Ombudsman's website.

• NI Ombudsman - How to complain (NI Ombudsman website)