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We are committed to providing you with excellent customer service, first time, every time. Sometimes, however, things can go wrong. We want to know when this happens so that we can address any problems as quickly as possible. Please contact our team here.
Ofgem has issued guidance on which G2TWQ disputes it will agree to determine. Ofgem will determine only where there is evidence of error or failure by a DNO to follow the approved G2TWQ process. Ofgem will not accept determinations for DNO disputes that concern NESO decisions (Gate 1 / Gate 2 outcomes). Customers must complete the DNO /NESO formal complaints processes first before referring to Ofgem. Please refer to Ofgem guidance here.
If you are a directly connected transmission customer or a distribution customer that has already followed the distribution process and you require further resolution regarding a NESO decision, please contact NESO directly through their bespoke complaints process here. For enquiries and complaints about queue formation or position, please use the form on the NESO portal.
Important Note: Projects cannot re-enter the reformed queue under any circumstances, regardless of the outcome of any dispute or complaint. This policy is in place to maintain fairness and transparency in the queue formation process.