How to make a complaint

Find out more about how to make a complaint

We recognise that construction activity will cause disruption. Together with our contractors we’re working hard to keep this to a minimum.  However, things don’t always happen as they should and we want to address problems as quickly as possible.  We have a standard complaints process and all the information you need to get in touch with us is set out below.

 

Ways to contact us

The project’s community relations team is the central point for managing complaints and can be contacted in a number of ways:

  • 24hr Freephone: 0800 377 7347
  • email: [email protected]
  • address: Freepost H POINT CONNECTION

Alternatively you can fill out our online form to submit your complaint.

Contact details for the project are displayed on all our communications materials and at all our construction sites. Complaints brought directly to the attention of site teams, including security guards, will be channelled to the project community relations team.

Complaints made to other National Grid and WPD Freephone numbers will be channelled to the project community relations team.

When contacting us, please provide us with your address including postcode, a contact telephone number, email address and the reason for your complaint.

 

Response process for handling complaints

Our community relations team will liaise closely with contractors working on behalf of National Grid and WPD to ensure all complaints are captured and dealt with accordingly.

When a complaint is received, we will:

  • acknowledge your complaint within two working days,
  • record the complaint,
  • investigate the complaint,
  • seek a resolution; and
  • fully respond within 10 working days (Mon-Fri).

The acknowledgement and response will be given via the telephone, email or letter, depending on your preference.

Whilst all complaints will be investigated, wherever possible, we ask that complaints are made within a reasonable timeframe after the issue has arisen, in case immediate action is required.

Although we state a minimum standard for acknowledgement and response to complaints, our project team will endeavour to exceed these standards and will be in touch as soon as possible.

If we receive a complaint where the activity could represent a direct risk to security, the environment or health and safety, immediate appropriate action will be taken by National Grid or WPD to remedy the issue, including giving consideration to a suspension of activities.

 

In the event that a complaint is not considered to be satisfactorily resolved

If you are not happy with the way your complaint has been handled, you can escalate the complaint to the project team Complaints Manager. The Complaints Manager will re-investigate the complaint, contact the complainant, and decide what further action is required if any.

Should you not be satisfied with the response received from the Complaints Manager, the complaint may be escalated further to the project team Senior Project Manager responsible for the overall project. The Senior Project Manager would re-investigate the complaint and provide a response to the complainant.

All lessons learnt arising from a complaint will be fed directly back to our contractors and where appropriate, measures will be put in place to avoid such a complaint again.

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