If noise disturbance does occur, GEL will implement a procedure to deal quickly and transparently with any complaints. All complaints will be logged, treated with the same genuine concern and an outcome delivered as soon as is practicably possible.

Four options will be available for members of the public to make a complaint:

1. By phoning the site
2. By email
3. By letter
4. Via parish councils or Cornwall Council.

Information you will need to provide:

1. Your name
2. Your address including your postcode.
3. The best phone number to contact you on (landline or mobile).
4. Your e-mail address if you have one.
5. You will need to explain precisely and concisely why you are contacting GEL, with locations, times and the nature and duration of the noise disturbance.

Complaints will be dealt with in five steps, as follows:

1. Capture – details of complaint recorded.
2. Investigate – complaint will be investigated as soon as practically possible.
3. Resolve – If the investigation demonstrates that site activity caused the noise disturbance the Drilling Manager and Supervisor will discuss with the drilling contractor available prevention and mitigation measures.
4. Respond – GEL will respond to all complaints as quickly as practically possible.
5. Closure – A complaint will only be closed once the complainant has been given a response and has confirmed that they are satisfied.