We try our best to provide an excellent service for our business customers – but if you have a complaint we want to know about it. We’re here to help.
If you’re unhappy with the level of service you have received from us, please see our e-guide on ‘Making a complaint’.
We hope that by working through the steps in the guide we can agree a resolution with you.
We have four ways that you can contact us, all of which you can use at any stage of the process:
- Call our Business Advisers on 0800 096 2255†.
- Write to us at:
Customer Correspondence Team,
EDF Energy, Osprey House,
Osprey Road, Exeter
- Email us at firstname.lastname@example.org
- Visit us at one of our business premises. Please see page 9 of the eguide for relevant addresses
More information about the possible outcomes and further information for Micro Businesses can be found in our eguide.
We hope that your complaint won’t need to be escalated, but in some circumstances it may be necessary. Information about what to do if your complaint needs to be raised with a Manager, a Director or for an internal review, please see our eguide.
Our complaints handling procedure is regulated by the complaint handling standards regulations. A copy of the regulations can be located here*.
To see our Questions and Answers to common queries, click here.
Additional information for Micro Businesses
There are two additional support and advice centres that you can contact for help with your complaint:
Citizens Advice - The Government's service for free, confidential and impartal advice on consumer issues. Micro Businesses may contact Citizens Advice at any point throughout the complaints process, here or call the consumer helpline on 08454 040506 (Monday to Friday, 9am to 5pm).
Ombudsman Services: Energy - A free independant body which has the power to resolve customer disputes. Please see pages 7 and 8 of the eguide for more information about this to see if and how you can use them. To contact them directly visit their website, call 0845 055 0760 (Monday to Friday, 9am to 5pm), or in writing at Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF.
*You will need to have a copy of Adobe Acrobat Reader installed on your machine to view the files. If you do not already have Acrobat installed, you can download a copy 'free' from the Adobe website. It will take approximately 5 minutes to download.