Making a complaint

At EDF Energy, we are committed to providing you with fair value and better service in a clear and simple way. We know that sometimes we get things wrong, so we’ve put together the below to show what you can expect if you wish to complain.

If you have tried our normal contact us channels and still have a complaint, please follow these steps.

Step 1: Contact us with your complaint

You can contact us in one of the following ways:

  • Calling our Complaints Resolution Team free on 0800 051 1643(1) (Monday to Friday 8am-5pm)
  • Emailing the Complaints Resolution Manager at complaintresolutionmanager@edfenergy.com
  • Writing to the Complaints Resolution Manager at:

    EDF Energy
    Freepost RRYZ-BGYG-JCXR
    334 Outland Road
    Plymouth
    PL3 5TU
     
  • Visiting us at one of our business premises for a face-to-face discussion. You can find addresses in our Making a Complaint booklet
     

Most issues are resolved at this stage – if it isn’t resolved quickly we will issue you with a complaint reference number and the name of a dedicated complaint handler, who will keep you informed throughout. You can ask to speak to a member of this team at any stage.

We aim to do this within 5 working days.

Step 2: Internal review by Customer Service Director

If you are still not satisfied, your case can be reviewed by our Customer Service Director’s Executive team by:

Outcome

We will respond to your complaint as quickly as possible and aim to do this within a further 5 working days.

Following the full review of your complaint, we may take the following actions:

  • Apologise 
  • Explain our findings and why this has occurred
  • Take appropriate action to put things right
  • Explain our next steps 
  • Compensation from EDF Energy (if applicable)

Our aim will be to reach a mutually acceptable agreement, and we expect to do this in majority of cases.

If we are unable to reach an agreement we will write to you explaining our position and providing a final offer.  This is known as a deadlock letter.

Citizens Advice Consumer Helpline

A free and independent advice service that can be consulted at any stage of the complaints process.

It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To ‘know your rights’ visit Adviceguide or Citizens Advice for up-to-date information, or contact the Citizens Advice Consumer service on 0345 404 05 06. You can also complete the Citizens Advice online form

Step 3: External review - Ombudsman Services: Energy

You can choose to accept our final offer. If you remain dissatisfied, you can contact the Ombudsman Services: Energy for a free and independent review of your concerns.

They may investigate your complaint if:

  • You receive a deadlock letter from us.
  • You have not received a deadlock letter, but at least 8 weeks have passed since you first made the complaint to us.  You must refer your complaint to the Ombudsman within 9 months of first making your complaint to us.
     

If the Ombudsman finds that we have not acted correctly, it will recommend what we should do to put things right.  This may include

  • An apology 
  • Explanation from EDF Energy
  • Compensation from EDF Energy (if applicable)
  • A service or practical action. For example, remove charges if you have been incorrectly billed
     

EDF Energy is bound by any decision made by the Ombudsman, but customers are not.  Therefore, if you are not satisfied with their decision, you are free to pursue your complaint elsewhere, but will lose the right to any resolution through the Ombudsman services.

Ombudsman Services: Energy contact details