Complaints to National Grid

Upwind

Anyone ever had to do this?

We have had a nightmare of a time with them and have had no end of problems ranging from damage to my property to gas leaks....

Sent an initial complaint in through the complaints page on their website - which eventually got acknowledged. Have had to send a further complaint and I am still waiting for a response to - I sent photographic evidence with both emails.

I expressed the urgency in my initial email, but they seem content to take as long as is needed. So after a week I phoned their 0845 number to chase the matter. I was then informed that the complaints element of the business had been farmed 'offshore'... and was only contactable through email.

They have been terrible from start to finish and I just want to get some recompence for the money I have had to fork out to correct the damage caused and for the call out costs to sort the leaking gas pipe.

So, if anyone can help me out with a contact number, or some words of advice, I'd be very grateful....

thanks

Consumerist

I don't know if <National Grid complaints procedure> will help.

What if I'm still not happy?

There is an escalation process available if you are not happy with the way that your complaint is being managed. At any point you can ask for your complaint to be referred to our escalations team or if you prefer, you can email them directly (box.customer.escalations@nationalgrid.com).

Independent review

If for any reason you have been through the escalation process detailed above and you are still not happy with how we've dealt with your complaint, there are numerous ways that you can ask for help such as getting in touch with Citizens Advice consumer service. They'll be able to tell you what your rights are and what you can do to settle your complaint. They will expect you to use our complaints procedure detailed above first.

You can contact them in the following ways:

Call: 0845 404 0506
Minicom: 0845 1281 384 (if you have hearing problems)
Website: https://www.adviceguide.org.uk

Ian011

The 0845 number for national grid is likely to be out of date. These types of organisations should not be using premium rate numbers. Check their official website.

Citizen's Advice no longer uses 0845 404 0506. They changed to 0345 404 0506 on 12 June 2014, just hours before the Consumer Rights Directive came into force.

Consumerist

Ian011 wrote: »

. . . Citizen's Advice no longer uses 0845 404 0506. They changed to 0345 404 0506 on 12 June 2014, just hours before the Consumer Rights Directive came into force.

Perhaps, the OP should add this misinformation on their website to his other complaints.

C_Mababejive

I wonder if you could be more specific as to the nature of the complaint? NG ,and indeed all other networks, have target standards of service for dealing with complaints as set buy the industry regulator OFGEM and so no doubt they will be seeking to resolve the issue before the expiry date otherwise they will get a black mark in their jotter..

chanz4

Upwind wrote: »

Anyone ever had to do this?

We have had a nightmare of a time with them and have had no end of problems ranging from damage to my property to gas leaks....

Sent an initial complaint in through the complaints page on their website - which eventually got acknowledged. Have had to send a further complaint and I am still waiting for a response to - I sent photographic evidence with both emails.

I expressed the urgency in my initial email, but they seem content to take as long as is needed. So after a week I phoned their 0845 number to chase the matter. I was then informed that the complaints element of the business had been farmed 'offshore'... and was only contactable through email.

They have been terrible from start to finish and I just want to get some recompence for the money I have had to fork out to correct the damage caused and for the call out costs to sort the leaking gas pipe.

So, if anyone can help me out with a contact number, or some words of advice, I'd be very grateful....

thanks

Why would you have to pay call out costs, we need the full story as if they damaged a main they would sort it straight away.