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What do I do if I have a complaint about the Strategic Road Network (SRN) or Highways England?

In the first instance you should contact Highways England directly.

If you are not satisfied with the response you receive from Highways England, you could refer your complaint to the Department for Transport’s Independent Complaints Assessor (ICA).

If you think Highways England has not done everything possible to resolve your complaint, you can also ask a Member of Parliament to contact them on your behalf, or ask them to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO).

The PHSO will expect you to have tried to resolve your complaint at the earlier stages of Highway England’s complaints procedure before they look into it.

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