Complaints procedure

How to make a complaint about High Speed Two Limited’s service.

We take complaints about our service very seriously, as such, we strive to deliver a high quality of service at all times. We recognise that problems may sometimes occur and we are committed to dealing with all complaints promptly and in a fair and reasonable manner.

How to complain

The best way to resolve a problem is usually through the officer you’ve been dealing with. You can do this over the phone, by email, in writing or in person.

If the issue cannot be resolved locally, by the service involved, you may progress matters further by making a formal complaint through our Helpdesk.

You can contact our Helpdesk by sending an email to: HS2Enquiries@hs2.org.uk or writing to:

HS2 helpdesk
High Speed Two (HS2) Ltd
One Canada Square
London
E14 5AB

You may also call the Helpdesk on 020 7944 4908. However please note that we cannot transfer calls internally to members of staff.

We will need you to give as much information as possible about your issue, including:

  • Your full name, address and contact number
  • Details of your problem, what you would like to happen and the name of the person you spoke to first
  • Copies of any correspondence relating to your complaint or any other evidence you would like us to consider

Alternatively you can download, complete and return the Complaints form (PDF, 58.7KB, 1 page) to us.

For further information you may also wish to download our Complaints procedure leaflet (PDF, 577KB, 6 pages)

What happens next

We will contact you, within 5 working days, to confirm receipt of your complaint and provide you with a case reference number. We aim to provide a full response within 20 working days but will strive to provide this sooner whenever possible. Our Corporate Complaints Procedure consists of two internal stages and two external stages; these are:

1: Business Unit Response – Stage One

The relevant Head (or Director) of the Business Unit will investigate matters and provide a response explaining their decision and, where appropriate, any recommendations or action required.

2: Chief Executive Response – Stage Two

Sending your complaint directly to the Chief Executive may delay the handling of your complaint so you should always make contact via the Helpdesk. If you are unhappy with the stage one outcome, please get back in touch with the Helpdesk and let us know why you are unhappy with the decision and what you think we can do further to help.

Please note that the Chief Executive cannot review any new or different issues and they will only usually consider your complaint after the stage one procedure has been completed. The Chief Executive will then review your original complaint and the response provided and will make a decision about whether or not matters have been dealt with appropriately.

3: Department for Transport’s (DfT’s) Independent Complaints Assessor (ICA) – Stage Three

If you are unhappy with the final response provided by the Chief Executive, you may get back in touch with the Helpdesk to ask to refer your complaint to the ICA. The ICA will carry out an independent review of the case and then advise both parties on the outcome of their decision.

4: Parliamentary and Health Services Ombudsman (PHSO) – Stage Four

After review by the ICA, you may seek advice from any Member of Parliament (MP) to ask them to refer your complaint to the PHSO.