1. What You Should Expect from GRIDSERVE
At GRIDSERVE, we aim to delight – ‘great’ is our minimum bar. We put our customers first and strive to deliver the best possible experience when using our EV charging network or visiting one of our Electric Forecourts®.
To achieve this, we believe in being accountable and transparent about our commitments to our customers. We recognise that sometimes things don’t go as planned, and when that happens, we welcome the opportunity to put things right.
If you are dissatisfied with any aspect of our charging network, please let us know. We take complaints seriously, listen carefully and use your feedback to improve our services.
2. How to Get in Touch with GRIDSERVE
You can contact us through our website, by email at complaints@gridserve.com, or by writing to us at:
The Complaints Team
GRIDSERVE Hillmead Enterprise Park, 9-10 Western Gate, Langley Rd, Swindon, SN5 5WN
3. What you should expect from GRIDSERVE
- We will acknowledge your complaint within 3 working days
We will do our best to resolve issues straight away, or if we can’t do it straight away within 3 working days. - If we manage to resolve your complaint at this point, we will send you a summary of what we did.
- If we can’t resolve your complaint immediately, we will provide you with a timescale and keep you regularly updated with our progress.
- To the best of our ability, we will try to remedy your complaint within 30 working days. However, whether we have resolved it or not, you will receive communication from us detailing our investigations.
- Within 60 working days, we will provide a final response will full details of our investigations. If we cannot do this for any reason, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
- If it is not possible to resolve your complaint within this timeframe, GRIDSERVE will set out the reasons for delay and an indication of when your complaint is expected to be resolved.
4. Further Action
We are committed to resolving all complaints fairly and efficiently. However, if you feel that our response has not addressed your concerns, please let us know so we can review the matter further. Your feedback helps us improve our services and ensure a better experience for all customers.
If your complaint remains unresolved, you may wish to seek advice from Citizens Advice for further guidance on your consumer rights and possible next steps. Citizens Advice provides free, independent, and confidential advice on consumer issues. You can contact them at:
Citizens Advice Consumer Service
Website: https://www.citizensadvice.org.uk
Phone: 0808 223 1133
5. Leasing customers
CarWow Group acquired GRIDSERVE Car Leasing from GRIDSERVE in October 2024, and it is now trading as CarWow Leasey Limited.
If your complaint relates to a lease agreement or any of the services previously provided by GRIDSERVE Car Leasing, you should contact CarWow through their website, by email at hello@carwow.co.uk, or by writing to them at:
CarWow Leasey
2nd Floor, Verde Building, 10 Bressenden Place, London, SW1E 5DH
We appreciate your feedback and thank you for helping us continue to enhance our EV charging network.