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 i.e. reference numbers so that we can deal with your complaint more quickly. 

Your complaint will be fully investigated and a full response will be provided within ten working days of receipt.  If a full response is not possible within this timescale, we will give you details of when you can expect a response and you will be kept informed of progress.*

It may be appropriate for us to visit you at home in order to resolve your complaint or enquiry.  If this is the case we will agree a mutually convenient time with you.

We use the information gathered from complaints to identify failures in the service we provide in order to make improvements. 

We treat all complaints seriously and confidentially. Your complaint will be handled in a courteous, prompt and straightforward manner.

*Failure to provide a response will attract a compensation payment under our standards of service.