Making a claim for damage to your vehicle
If you wish to make a claim for damage to your vehicle, please
call us on 0300 333 5539.
We will only acknowledge receipt of your claim form
if requested to do so and will attempt to provide you with a
decision on liability within 90 days of receiving your form.
There is no automatic right to compensation.
The law gives a defence to us as a highway authority
against claims for compensation in recognition that the highway
network cannot remain in a perfect condition at all times and
defects will arise.
We have a duty to take reasonable steps to maintain the highway
network within our jurisdiction. The steps taken depend on the
classification of the road. We will not have to compensate if we
can demonstrate we took reasonable steps to maintain the highway.
This means inspections and repairs were carried out as planned or
In order for a claim to succeed, there must be clear evidence we
have been negligent in our role as the highway authority. The fact
a defect may have developed within the highway network and caused
damage does not in itself mean we are liable to pay
Because of the legal defence available the majority of
compensation claims are unsuccessful.
Please think carefully before you submit a claim.
We investigate all claims so even the cost of us processing
your request diverts money away from important frontline
Any compensation is paid out from public money, so we
will always remain robust in justifying the claim.
What happens if I make a claim?
- You will need to complete a claim form with full and accurate
details. Only once you have provided full details will your claim
- The circumstances of your claim will then be carefully
investigated by us. You may be required to attend a site meeting
with an official.
- Once the circumstances of your claim have been investigated,
you will be informed in writing of our view on liability. If we are
unable to meet your request for compensation you will be provided
with a written explanation for this decision.
How is a claim decided?
All claims are investigated and decided on an individual basis.
The decision on liability will be based on the facts of each case
and the law. Ultimately, it is only a court that can decide if we
are liable to pay compensation. We are mindful of a court's likely
interpretation of each claim when making a decision on
If it is considered that a court would not award
compensation then a claim will be rejected.
Evidence of damage or financial loss
The law requires you to keep your losses to a minimum meaning
you remain responsible for arranging repairs as soon as possible.
Original repair documents and receipts will always be required in
support of your claim.
If the cost of repairs are is likely to exceed £500 we
may wish to inspect the damaged property before repairs are carried
You have the right to seek independent legal or other
professional advice. It would be inappropriate for us to advise you
whether or not to instruct a third party to act on your behalf.
We have well-established procedures for dealing with
compensation claims, which remain the same whether you make a claim
directly or through a third party. Even if we accept liability for
your incident, you may not be entitled to recover any professional
Reporting a fault
If you haven’t already reported the fault please complete our
online fault reporting form.