Local Resolution 1:

• If your complaint regards the major roads or motorways then you should approach the Highways Agency. The Highways Agency Complaints Procedure begins with the Citizen's Charter Team and your complaint will be passed on to the relevant member of staff to deal with it. If your complaint is about a specific area then your complaint will be passed to the area manager responsible. If you are still not satisfied then continue to step 2.
  
• Complaints about the local roads, road works and parking issues (including enforcement) are the responsibility of your City or County Council and you should contact the Council Department concerned which may be "Environment and Planning" or "Highways Division". The Council's website should have all such contact details. Submit your complaint to the Department and if you are not satisfied with the initial response ask for the supervisor and then the director of the department to review it. If your complaint is still not resolved then continue to step 2.

Local Resolution 2:

• Your next step is to contact the Chief Executive of The Highways Agency with your complaint. The CE will review your complaint, how it was handled and, if necessary, will pass it on to the independent mediator for investigation.
  
• Your next step for local roads, road works and parking issues (including enforcement) is to contact your local councillor or the Chief Executive. The complaint will become formalised and you should have a response within 10 working days or an explanation if this is not the case. If you remain unhappy you have a right of appeal to the Chief Executive following which a full review of your case will be carried out (usually within 15 days).

Authorities:

• If your complaint about the Highways Agency has not been handled properly you can ask a Member of Parliament to refer your complaint to the Parliamentary Ombudsman for review.
  
• If you have given the Council a reasonable opportunity to deal with your complaint and it has not been dealt with satisfactorily (for example, your case has not been dealt within the time constraints published, you were unfairly treated, you are not satisfied with the action taken etc.) then you can pursue your complaint with the relevant Ombudsman, which provides an independent national services that investigate complaints against councils. There are separate Local Government Ombudsman (LGO) for England, Wales, Scotland. In Northern Ireland, you complain to the Northern Ireland Ombudsman. The LGOs and Northern Ireland Ombudsman review the Council's handling of your complaint. It will be passed back to the Council unless Steps 1 & 2 if the council has not been given an opportunity to deal with your complaint.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.