Complaints

At National Grid, we always aim to provide a high standard of customer service.

If you are unhappy with your experience with us, we would appreciate it if you could let us know so that we can work with you to correct it.

National Grid Electricity Transmission owns and manages the high voltage electricity network in England and Wales to ensure electricity is delivered efficiently, reliably, and safely. We provide electricity from our network to the Distribution Network Operators (DNOs) who own and operate the low voltage system of cables and towers that deliver electricity to residential homes and businesses at a lower voltage.

National Grid Electricity Transmission can help with queries/ complaints relating to:

  • Maintaining and managing the grid. 
  • Connecting customers to the grid. 
  • Adding capacity to the grid. 
  • Planning and operating the grid 

PLEASE NOTE: NATIONAL GRID ELECTRICITY TRANSMISSION DOES NOT SUPPLY OR BILL HOMES OR OTHER DOMESTIC PROPERTIES AND THEREFORE ARE UNABLE TO ASSIST WITH ANY QUERIES/ COMPLAINTS OF THIS NATURE.


However, the following information may assist you with where to direct your query/ complaint to:
 

I have a query/ complaint about…

Contact Details

Reporting a power cut

Please call 105 (calls are free-of-charge from any network and are open 24 hours a day).

IMPORTANT: please do not call your electricity supplier to report a power cut. Your local Distribution Network Operator (DNO) owns and maintains the power lines that connect your home/ business to our network. When you call 105, you’ll be put through to your DNO. You can find out who your DNO is on the Energy Networks Association website. Find out more about what to do in a power cut

Reporting issues connecting a domestic property to the electricity network, including assistance with an electrical emergency and noise/ damage to the green electrical box near my home

Please contact your local Distribution Network Operator (DNO). These companies own and operate the system of cables and towers that bring electricity to your homes and businesses. You can find out who your DNO is on the Energy Networks Association website

Reporting an issue with payment meters, electricity tariffs or my electricity bill

Please contact your electricity supplier – their details should be on your electricity bill.

The Electricity System Operator (ESO)

If you are an ESO customer, please visit the ESO website.

Switching energy suppliers

Please visit the Ofgem website.

Citizen’s Advice Consumer Service

You can get advice about an energy issue from the Citizen’s Advice consumer service. Please visit the Citizen’s Advice website for further information.

Telephone: 0808 223 1133

Electricity Distribution

Electricity Distribution Complaints

Contact Electricity Distribution

National Grid Electricity Transmission Complaints

Complaints Form

Pylon-sun-rise

What to do in a power cut

If you’re experiencing a power cut, you should call 105. Do not call your electricity supplier. Electricity suppliers sell consumers energy and are not responsible for power lines. Calling 105 is free.

Couple looking online on a tablet

Who is my distribution network operator?

When you call 105 you’ll be put through to your distribution network operator. Or you can find out which one is yours by visiting this page.

National Grid US

National Grid in the US

For any issues relating to bill payments, equipment, outages, and gas emergencies within New York and Massachusetts.

Visit our US website