Let us put things right

If you have a complaint, please get in touch with our Customer Services team. They'll do everything they can to put things right as quickly as possible.

 

Step 1: We're here to help, contact our Customer Services

 

If you have a complaint, please get in touch with our Customers Services team. The person who registers your complaint will be your complaint handler and responsible from beginning to end.

They'll do everything they can to put things right as quickly as possible and will work with you to find a resolution, keeping you updated along the way. 

Call us: 0333 200 5100(1)  Monday to Friday 8am to 6pm and Saturday 8am to 2pm

Email: customer_correspondence@edfenergy.com

Write: EDF CUSTOMER CORRESPONDENCE

Don’t forget - you might be able to find the answer to your problem in our help and support pages.

 

Step 2: Escalate

If you’re not happy with how your complaint is progressing, let your complaint handler know. They’ll arrange for your complaint to be reassessed and let you know the outcome.

Step 3: If we can't fix the problem

We'll do everything we can to resolve your complaint, but we know this isn't always possible. If it's been eight weeks since you first told us about the problem or you've had a deadlock letter, you can contact the Energy Ombudsman(2)

Further information

Contact our CEO

Our CEO, Simone Rossi cares about your issue. If you’ve already asked your complaint handler to escalate your concerns and are still not happy with how things are going, get in touch and Simone will work with his senior team to put things right.

Independent advice

You can get help with energy problems. This includes issues with your bills or meters or if you're struggling to pay for the energy use. 

If you live in England or wales go to citizensadvice.org.uk/energy(2) or contact the Citizens Advice consumer service on 0808 223 1133.

If you live in Scotland, go to energyadvice.scot(2) or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.

Additional links