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Complaints policy: Liverpool Bay CCS Limited

1. Purpose of policy

1.1. This policy sets out the process for handling correspondence and complaints for the Liverpool Bay Carbon Dioxide (CO2) Transport and Storage Project on behalf of Liverpool Bay CCS (LBCCS).

1.2. LBCCS take all correspondence and complaints seriously and are committed to responding to all enquiries that are received.

2. Roles and responsibilities

2.1. Table 2-1 highlights the roles and responsibilities of those working on the project.

Table 2.1 Roles and responsibilities

Team Role and responsibility
Liverpool Bay CCS Limited (LBCCS) LBCCS is the owner and operator of the Liverpool Bay CO2 T&S Project. 
The Principal Contractors The Principal Contractors and designers for the Project are responsible for its design and construction in terms of engineering, discharging environmental and planning consents, procurement, installation and commissioning. They are responsible for ensuring the Project is delivered in line with the requirements of the DCO and associated commitments.
The Consultant The consultant will provide advisory support services to LBCCS to support the design and construction of the Project in accordance with the commitments made in the DCO. This will also involve providing LBCCS with assurance services.  

3. Correspondence and complaints process

3.1. The public and stakeholders can ask questions or make any complaints by:

3.2. If full contact details are included, all correspondence will be responded to within seven working days.

  • An automatic response is sent out on receipt of any enquiries to the HynetHub which will start the seven working day timeframe for responding to correspondence.
  • Within 24 hours of receipt of the correspondence, it will be logged in our correspondence tracker by the appointed Correspondence Manager and where necessary assigned to a technical specialist.
  • The Correspondence Manager will work with the technical specialists to investigate the complaint and draft a response. This response will be checked and approved for issue by LBCCS.
  • The response will be issued to the correspondent within seven-working days from the initial response being sent.

3.3. If more time is needed to investigate the complaint or answer the query, our Correspondence Manager will be in touch within the initial seven working day period to provide you an update and advise when further information will be available

3.4. Our project team is responsible for delivering the Liverpool Bay Carbon Dioxide (CO₂) Transport and Storage Project and, in doing so, will engage directly with members of the public and stakeholders. We are committed to maintaining high standards of professionalism in all interactions.

3.5. To support this, we operate a formal complaints and resolution procedure. We take all complaints about our project seriously, and any concerns raised about our activity or a team member will be investigated promptly and thoroughly in line with this escalation process:

  • Complaint is received and addressed to the Correspondence Manager in the first instance, and communicated to project team, including the Client. This will be added to the correspondence log and relevant correspondence uploaded onto the Project Correspondence Tracker for tracking and auditing purposes.
  • The Correspondence Manager, the Consultant and LBCCS investigates all contributing factors to the complaint, chairing a meeting with key project team members if appropriate. A full response will be issued to the person making the complaint within seven working days.
  • If an action plan is required, all relevant team members are involved in formulating solutions in a meeting setting.
  • If our response is not accepted, the complaint will be escalated to the LBCCS Project Management team with a resolution deadline of a further seven working days. If unresolved, the complaint will be escalated to the LBCCS Project Director.
  • When a resolution is reached, written confirmation of the complainant’s satisfaction is appended to the correspondence log.
  • Retroactive and regular monitoring is undertaken by the Client Project team to ensure actions have been taken, and to mitigate the risk of reoccurrence.

4. How we manage your data

4.1. To comply with the requirements of the General Data Protection Regulations (GDPR) and the Data Protection Act (2018), the LBCCS project team shall record all correspondence (complaints, compliments, comments and queries).

4.2. To view our full privacy and cookie policy, please visit our project website here: https://hynethub.co.uk/index.php?contentid=5