2. NegotiationsUsing codes of practice and policy statementsMaking a complaintRecording a complaintWhen a complaint is treated as receivedComplaints about National GridNegotiating 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.