Our Customer Commitments – treating customers fairly

Our three promises to customers are to deliver fair value, better service and simplicity. These commitments represent our dedication to putting customers first. They are also a public acknowledgement of our responsibilities as an energy supplier and a producer of electricity. We know that trust in our sector is still low. But we have an ambition to become the best and most trusted energy supplier. And by living up to these commitments in all our activities, we believe we can make a real difference.

We welcome that the industry regulator Ofgem has set out Standards of Conduct for all energy suppliers, because we believe it will make things better for all customers. You can see more about the standards at the bottom of this page.

Our Trust Test

We use a Trust Test to make sure we meet the Standards of Conduct. It means that when we create new processes, policies or communications, we ask ourselves ‘is this the right thing to do for our customers?’. Then we ask five more questions:

  • Is this a fair thing to do?
  • Are we being professional?
  • Are we offering products, services and advice appropriate for our customers’ needs?
  • Are we being transparent and communicating clearly?
  • Are we being honest? This includes admitting mistakes and acting quickly to put things right

 

See the tabbed sections below for more detail on how we're treating customers fairly

For residential customers- December 2014

Our Customer Commitments

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Fair value

Having access to energy is one of the most fundamental needs of all households and businesses. We’re committed to providing fair value energy for all our customers.

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Better service

Our aim is to offer the best service in the industry, and that means we listen to you and act on your feedback where we can.

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Simplicity

Modern life is busy. So we try to make the best use of your time by offering clear and transparent choices. We've also made our communications easier to read and understand.

Fair value

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Tariffs built to suit you

When we create new tariffs, we want them to meet genuine customer needs. Which is why we involve customers when we design new ones.

All our Blue tariffs come with low-carbon electricity at no extra charge. This means we make sure we buy enough electricity generated from a low-carbon nuclear source to match every unit of electricity we estimate our Blue customers will use. All our Blue tariffs come with no exit fees, and there are no hidden costs for calling our UK call centre..

Transparency on what makes up your bill

We publish a breakdown of the costs that have contributed to customer bills each year. These costs are updated annually following publication of our latest full year financial results.

Refunding what we owe

We’ve changed the way our annual reviews work for Direct Debit customers. Now, if we have an up to date meter reading at annual review, and the customer is even just a penny in credit, we’ll refund it.

Fair value - see our performance

You can find information on how competitive our main tariffs are here.

Useful information

Better service

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Many ways to contact us

Our aim is to be here for you when and where you need us and there are a number of ways for you to get in touch. You can contact us on our freephone number and speak to an adviser based here in the UK. If you’d rather do your admin out of hours, we offer 24/7 access to your account online. We also offer online support through live webchat and you can get in touch by email.

Good conversations

We actively monitor the service you get when you call, randomly selecting calls to listen to. We check that our advisers listen to customers, explain the options clearly and help people get the tariff that’s right for them. If we think any adviser isn’t getting it right, we give them extra training until they do.

What if things go wrong?

We’re dedicated to achieving one of the lowest levels of complaints of all major energy suppliers. But even in the best organisations, people make mistakes and IT systems go wrong. When mistakes happen, we'll act promptly and courteously to put things right.

If you do need to complain, it’s easy and we’ll listen. We aim to resolve your complaint by the end of the next working day. At peak times and for more complex complaints this may take longer. If you’re unhappy with the action we take, you can follow our complaints procedure which ultimately leads to a right to seek independent resolution by the Ombudsman.

We aim to achieve the lowest complaints levels of the major energy suppliers by the end of 2015 as reported by Citizens Advice; adjusted to reflect market share. We’ve made improvements over the last year and will pursue our efforts by focussing on the root causes of complaints. And on giving our customers greater clarity on the status of their complaint.

Your feedback helps us to make EDF Energy a better company. If you show us that something about our processes or approach is wrong, we’ll do all we can to fix it. Email us at fair@edfenergy.com.

How are we doing?

We’ve made a commitment to publish the speed of answering our calls and emails each week. See how we're doing.

After speaking with customers over the phone, we regularly request feedback. We then publish this information in our monthly reports. See how we're doing.

Contact us:

Call us on 0800 096 9000 (Monday to Friday 8am to 8pm, and Saturday 8am to 2pm)

Contact us online

Useful information

Simplicity

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Easier to understand

We’ve made a conscious effort to make our tariffs easier to understand. We’ve reduced the number of tariffs we offer – and we also use a new energy label system – changes introduced by Ofgem. The energy label system contains key pieces of information that make it easier for you to compare our tariffs against other suppliers’ and find the right one for you.

We’ve reviewed our letters to customers to make sure they’re clear and as easy as possible to understand. We value Plain English Society accreditation and have gained the Plain English Crystal Mark for the terms & conditions of our Standard (Variable) and Blue tariffs and for the back of our bills.

When we create written customer communications, we design them to be simple and transparent and to use plain language. We use our Trust Test to make sure communications are fair, professional, appropriate, transparent and honest.

And of course, our information is available in Braille, large print and audio format – and in different languages.

Managing energy online 

You can use MyAccount to update your details or view and pay bills online. You can also give us meter readings, upgrade to Direct Debit and find all communications about your account in one place. If it’s easier for you, you can submit your meter reading with our smartphone app.

Useful information

Set up MyAccount

Find out about our EDF Energy smartphone app

Call our main number 0800 096 9000 for information in different languages. If you would like to receive key information in an alternative format, please let us know by calling 0800 269 450.

Standards of conduct

On 26 August 2013, Ofgem’s Standards of Conduct came into force to make sure energy suppliers like us treat customers fairly. It’s part of many positive changes that will make the market simpler, clearer and fairer for customers and help them to choose the best deal.

For residential customers, the standards cover all interactions with customers and for small businesses (1), the standards cover everything relating to bills, contracts and changing supplier.

The standards mean that whenever we deal with a customer, we make sure it’s in a fair, professional, appropriate, transparent and honest way. All our tariffs and services must be appropriate to our customers’ needs just as information given to customers should be clear, easy to understand, and jargon-free. We need to make it easy for customers to get in touch, and leave no stone unturned in putting things right if we make a mistake.

We need to make sure everyone at EDF Energy understands the standards expected of them. As part of this, each year we publish this statement, which sets out the actions we’re taking to treat customers fairly. You can read a full copy of the standards here.

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View our customer commitments for:


Download a printable copy of this statement.