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Complaints
We are committed to providing you with excellent customer service first time, every time however we understand that sometimes things can go wrong. We want to know when this happens so that we can sort out any problems as quickly as possible.
When a person or company has a complaint we follow a standard process. If you are not happy with something, please contact the relevant part of the business and they will work to put it right.
If you can smell gas or have a gas emergency call 0800 111 999 - 24 hours a day.
If your concern is about a gas supply issue to your home or business please contact your local distribution network operator (DNO). Find them here on the Energy Networks Association website.
If you have any issues with gas meters, gas tariffs, or your gas bill please contact your gas supplier. Their details should be on the back of your gas bill.
How to complain
You should first check the gas contact page to find the relevant department to find the correct contact details for your complaint.
If you cannot find the correct team you then have the following options:
How to complain - Gas System Operator
If your complaint does not relate to an area specified on the contact page and you are a National Grid Gas System Operator customer (such as a generator or distribution network) please email us:
How to complain - Gas
If your complaint doesn’t relate to an area specified on the gas contact page, email us:
Complaint timelines
Timeline | What happens |
|---|---|
Within 1 working day | We will acknowledge your complaint. |
Within 20 working days | We will investigate and contact you with our response. If it is not possible to get back to you within this timeframe, we will contact you to update you on progress within the 20 working day period. If you’re not happy with the outcome please let us know and we’ll escalate your complaint.
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Domestic Gas Complaints
If your concern is about a gas supply issue to your home or business please contact your local distribution network operator (DNO) as these companies own and operate the system of gas pipes that directly connect to your homes and businesses. Find them here on the Energy Networks Association website.
If you have any issues with gas meters, gas tariffs, or your gas bill please contact your gas supplier. Their details should be on the back of your gas bill.
If you can smell gas or have a gas emergency call 0800 111 999 - 24 hours a day.
National Gas owns and operates the high pressure National Transmission System and is not directly connected to your home or business. We are unable to assist with any domestic queries or complaints.