Our guide for large business customers
We strive to provide excellent service and support for our customers – so if you have a complaint we want to hear about it. This will help us ensure that we put things right for you, while continually improving our business.
If you need to make a complaint
We aim to resolve your complaint quickly and efficiently while:
- Making it easy for you to report a complaint
- Carrying out a full investigation
- Giving your complaint our full attention
- Providing a thorough account of our actions
- Making sure that you are satisfied
How to make a complaint
We understand that the circumstances leading to you making a complaint can be stressful, so we want you to be able to tell us about it in any way you choose. You can either:
- Phone us on 0845 366 3664 and talk to one of our highly trained staff members
- Email us either by contacting the member of staff you have been dealing with, or by sending all the details to us at MBcomplaints@edfenergy.com outlining the issue
- Write to us, detailing the issue at:
Major Business Complaint Dept
Gadeon House
Grenadier Road
Exeter Business Park
Exeter EX1 3UT
How we will handle your complaint
- On day 1, we acknowledge and review your complaint upon receipt, and if it can be resolved on that day it will be. If we can’t resolve it on the first day, we will decide on an appropriate course of action which we will confirm to you in writing.
- From this point, your complaint will be reviewed on a regular basis. You will be kept informed of progress against the resolution.
- When we feel that we have resolved your complaint, we will write to you and let you know the steps we have taken to resolve it. If you’re not satisfied, we’ll give you the opportunity to respond and request that we re-open the complaint.
- Finally, we will review the root cause of your complaint and identify any changes which we can make to improve our business processes. This way we ensure that we are taking every step possible to improve our customer service.
If you are unhappy with the way your we are handling your complaint
All members of the Major Business team are highly trained and are consistently evaluated on their skills. If at anytime you are unhappy with the way we are handling your complaint you can ask to have it reviewed at a higher level.
Energy Ombudsman
If you reach the end of the complaints procedure and feel unsatisfied with our resolution, you can contact the Energy Ombudsman – a free independent service empowered to resolve customer disputes. As an energy supplier, we fully support the work of OFGEM.
This is a service available to any customer that the government deems to be a Micro-business.
A Micro-business is any customer that has:
- An annual consumption of electricity of <= 55,000 kWh
- An annual consumption of gas of <= 200,000kWh
- Fewer than the equivalent of ten full time employees
- An annual turnover or annual balance sheet total not exceeding 2million euros
The new business regulations from OFGEM do not extend to businesses outside of the Micro-business scope. However, we take all customers concerns seriously, regardless of spend, volume or size, and we always aim to deal with all customer complaints in the same way.
To find out more about the OFGEM changes to consumer representation, please visit the OFGEM website.
top of page