Highways customer service and complaints performance

We take complaints very seriously. We publish information on this page about the complaints we receive and we use this information to identify your concerns and improve our service to you.

Alongside our complaints process we also seek customer feedback through our Surrey Highways Customer Panel. The Customer Panel is open to all and you can sign up to take part online.

Complaints received in 2021

In 2021 (January to December), the Highways and Transport service received 282 Stage 1 complaints. We resolved 85% of these complaints on target, which is within 10 working days.

The Highways and Transport services includes teams which cover; Streetworks, Transport Development Planning, Traffic Signals, Works Communication, Parking, Highway Information, Buses and Transport.