Complaints

We are committed to providing you with excellent customer service - first time, every time. However, 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.

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.

 

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:

box.operationalliaison
@nationalgrid.com

How to complain - Gas

If your concern is about an 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. These companies own and operate the system of pipes that bring gas to your homes and businesses.

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.

If your complaint doesn’t relate to an area specified on the gas contact page, email us:

Box.GTOComplaints&Compliments
@nationalgrid.com