Make a highways claim

After making a highways claim

We need to follow Civil Procedure Rules for these types of claims, whether we, our representatives or our insurance is handling the claim.

Complete a claim form to start a claim - this will provide details and evidence of the claim and would be presented in court
We may ask for more information so provide as much information as possible to avoid delays. If we ask for more information, you need to provide information within 14 working days or we will close your claim
Our Claims team will investigate with our Highways team and determine legal liability
We will accept or reject your claim and confirm this to you in writing
If we, or County Court upholds a claim, we will settle claims promptly

We will send an acknowledgement to you within 20 working days - but it may take longer in busy periods (e.g. during the winter).

Within 90 days of sending our acknowledgement, we will send you a decision on liability.

This may take longer due to high volumes of claims.

We will either accept the claim or provide sufficient evidence to deny the claim.

We will accept an appeal if:

there has been a material error of fact (e.g. we have investigated an incorrect location)
where new and relevant information is available that was not at the time of our decision

If you disagree with our decision, you have the right to get your own independent legal advice.

Organisations such as Citizen's Advice or Legal Choices may be able to advise you.

Last updated 12 August 2024