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  • Breadcrumb

    1. Home
    2. Travel, transport and roads
    3. Problems with roads and streets

    Complaining about how a roads-related claim was handled

    During or after the processing of a roads-related claim against the Department for Infrastructure (DfI), you may complain about any aspect of how it was handled.

    Complaints procedure

    The complaints procedure does not deal with complaints about a liability decision in a compensation claim case, because decisions can be challenged through the legal process.  There is, however, an internal review process relating to liability decisions.

    If you're unhappy with how your claim has been, or is being, handled you can speak to the claims manager of the investigation team that has dealt with, or is dealing with, your case. 

    If the claims manager is not able to resolve the issue then you may complain in writing to the head of the DfI Roads Claims Unit.

    If you're not happy with the response, you may complain in writing to a senior civil servant in DfI. The contact details for the senior civil servant will be provided by the head of the DfI Roads Claims Unit when they respond to your complaint.

    You must do this within six months of the response letter from the claims manager or the matter will be considered closed.

    You can get further details about the complaints procedure on the DfI website.

    DfI has a customer charter, which is available at this link:

    • DfI customer charter 

    ​Next steps

    If you have received a reply from a senior civil servant and are still not satisfied, you can refer your complaint to the Northern Ireland Public Services Ombudsman.

    The ombudsman will expect you to have used the steps outlined above before referring a complaint.

    You must refer your complaint within six months of having exhausted DfI's complaints system.

    You can contact the Ombudsman for advice or visit the Ombudsman's website.

    Asking for a review of the decision on your claim

    DfI Roads Claims Unit will review a decision on a claim. However, new evidence should be provided to justify the review.

    If you're still unhappy after the review and wish to challenge the decision, you can do so through legal proceedings in court, within appropriate time limits.

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    Problems with roads and streets

    • Claim compensation due to a road or street problem
    • Clearing ice and snow from footways
    • Complaining about how a roads-related claim was handled
    • Report a pothole or other surface defect
    • Report a problem with a crash barrier or guardrail
    • Report a problem with a manhole or gully cover
    • Report a road drainage fault
    • Report a road spillage
    • Report a street light fault
    • Report a traffic light fault
    • Report an issue with a road sign or marking
    • Report an issue with graffiti, fly-posters or unlawful ad signs
    • Report an issue with ice or snow
    • Report an issue with roadworks
    • Report an obstruction on a road or street
    • Reporting flooding
    • Reporting problems with pavements and private street maintenance
    • Roadside grass cutting, weeds and overgrown hedges or trees
    • Track progress of a compensation claim
    • Track progress of a reported road fault or issue
    • Track progress of a reported street light fault
    • When you see animals wandering on the road

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    If your query is about another benefit, select ‘Other’ from the drop-down menu above.

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    If you wish to report a problem with a road or street you can do so online in this section.

    If you wish to check on a problem or fault you have already reported, contact DfI Roads.

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