We try our best to provide an excellent service for our customers – but if you have a complaint we want to know about it. We’re here to help.
Committed to customer satisfaction
To make a complaint to EDF Energy please follow the 4 step procedure below:
Step 1 – We take every complaint we receive seriously and work with our customers to deal with them quickly and in a satisfactory way. We have provided you with four ways to contact us all of which you can use at any time:
- Email us
- Talk to one of our highly trained customer service advisers free on 0800 096 9000†
- Visit one of our business premises for a face to face discussion. Please see the
Making a Complaint booklet* for all relevant addresses. - Write to us:
Customer Correspondence Team
EDF Energy
FREEPOST RRYZ-BRTT-CBJS
Osprey House
Osprey Road
EXETER
EX2 7WN
Step 2 – If a customer service adviser is unable to resolve your query or you’re unhappy with the service provided, please ask to speak to a Team Manager.
Step 3 – We’re confident that your query will be resolved by this stage, but if not, you can request a full review of your complaint. To request a full review, please write to:
Customer Services Director
EDF Energy
FREEPOST RRYZ-BRTT-CBJS
Osprey House
Osprey Road
EXETER
EX2 7WN
Alternatively, you can email us (CustomerServicesDirector@edfenergy.com)
We will respond to your complaint as quickly as possible and aim to do this within 10 working days. Following the full review of your complaint we
may take the following actions:
- Apologise and explain to you our findings and why this has occurred
- Take appropriate action to put things right
- Explain our next steps which may include compensation paid by EDF Energy in appropriate circumstances, for example, if your complaint relates to our sales activities (once the full investigation is complete).
Step 4 – The Ombudsman Services: Energy is a free and independent body which has the power to resolve customer disputes. They may investigate your complaint if:
- You receive a letter from EDF Energy which clearly shows our final position in relation to your complaint. You can then refer the complaint to the Ombudsman Services: Energy within 6 months of receiving this letter.
- You have not yet received such a letter, but at least 8 weeks have passed since you first made the complaint to us. You must refer your complaint to the Ombudsman Services: Energy within 9 months of first making your complaint to us.
You may also contact Consumer Direct on 08454 04 05 06 at any point throughout this process. The helpline is open Monday to Friday 9.00 am to 5.00 pm.
Our complaints handling procedure is regulated by the complaint handling standards regulations.
You can now view the latest EDF Energy Consumer Complaints Annual Report.
*If you are unable to view our pdf booklet then please go to adobe.com and download adobe acrobat reader. It’s free of charge and will only take a few minutes to install.
