(Please also see 'Our complaints process' for more information on making a complaint.)
If there is a problem with the service you have received from National Grid, then please contact us in writing, by e-mail or by telephone.
It will be helpful, when contacting us, if you can provide any information relating to your case (such as reference numbers) so that we can deal with your complaint more quickly.
What we will do
Your complaint will be fully investigated and a full response will be provided within ten working days of us receiving your complaint.
If we can't investigate your complaint fully within this time we will give you details of when you can expect a response and we will keep you informed of our progress. If we need to take action to put things right we will try to do this quickly.
If we don't meet our Guaranteed Standards of Service when we provide you with a service we will pay you compensation. You can read more about this below.
If we decide we need to visit you to respond to your complaint or enquiry, we will get in touch with you to arrange an appointment.