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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 [email protected]

Step 2

If you don鈥檛 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 [email protected] (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鈥檝e tried to resolve the complaint with us directly, including having received an independent review by the ICA, and you鈥檙e 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 .