Complaints procedure
How to complain if you’re unhappy with the service you get from Active Travel England.
Making a complaint to Active Travel England
Step 1
If you feel that your complaint has not been dealt with satisfactorily by your local contact you should write to the ATE correspondence team clearly marking your email as a complaint. The central team will consider the complaint and respond within 20 working days of the complaint being received.
E-mail contact@activetravelengland.gov.uk
Step 2
If you don’t feel that your complaint has been resolved satisfactorily, you should write referring to previous correspondence, to our Chief Operating Officer (COO) at the following email address:
E-mail contact@activetravelengland.gov.uk (please mark for the attention of the COO).
We will ensure that your complaint is investigated thoroughly.
Step 3
If you feel your complaint is still unresolved after going through steps 1 and 2 and your complaint is about the quality of the service we have provided or a member of our staff, you can ask us to refer your complaint to a Department for Transport independent complaints assessor (ICA).
Details of how to ask for your complaint to be referred to an ICA will be included with the step 2 complaint response.
Find out more information about what the ICAs cover and how to complain to them.
Parliamentary and Health Service Ombudsman
There may be times when you’ve tried to resolve the complaint with us directly, including having received an independent review by the ICA, and you’re still dissatisfied.
If so, you may want to ask a Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO).
You can find out more on the PHSO website.