Newer version available

There is a newer version of this publication available:
Fuel Rights Handbook 21st edition

2. Negotiations

• Using codes of practice and policy statements
• Making a complaint
• Recording a complaint
• When a complaint is treated as received
• Complaints about National Grid

Negotiating with the supplier or transporter can be the most appropriate way of resolving a problem or dispute, with the back-up of a civil claim through the courts if it is not resolved. To negotiate effectively, you need to rely on a range of documents which, in their different ways, provide ‘rules’ about how suppliers and transporters should behave. Chapter 1 gives background information on sources of law and it may be useful to read it first.

If you contact the supplier, keep a record of the person/section you contacted. Putting your complaint in writing is preferable (although suppliers appear increasingly less equipped to deal with correspondence) and essential if you wish to pursue a complaint. It is important to keep a copy of all correspondence should you decide to pursue a civil claim through the courts.