At EDF Energy we always try to give customers the best service, but we don’t always get things right. If we’ve made a mistake and you would like to complain, there’s a simple process you can follow. Rest assured that resolving your complaint matters to us.

Step one: Contact us as we are here to help

All EDF Energy Customer Service Advisers are fully trained to deal with complaints in a professional and sensitive way. We’ll do everything possible to fix things there and then, we’ll explain the steps we’re going to take and we’ll only close your complaint once you’re completely happy with the outcome, this usually happens within two working days. 

Contact a member of our team on the details below:

Call on 0333 200 5100(1) open Monday to Friday 8am to 8pm and Saturday 8am to 2pm

Send us an email at customer_correspondence@EDFEnergy.com

Write to us, just address your letter to FREEPOST: EDF Energy – Plymouth

Step two: Get in touch with our Complaint Resolution Team

If you are not happy with the way we dealt with your complaint, you can escalate your complaint to our Complaint Resolution Team. You will be provided with a personal complaint handler who will be dedicated to resolving your complaint, they will conduct a full review of the issue, take the necessary action to put things right and will stay in regular contact with you. The Complaints Resolution Team aim to resolve the issue within ten working days. 

You can contact the team directly on the details below:

Call the team on 0333 200 5101(1), open Monday to Friday 8am to 5pm

Email at ComplaintResolution@EDFEnergy.com

Write to us, just address your letter to FREEPOST: EDF Energy – Complaints Resolution

Step three: External Advice

Ombudsman Services: Energy

Before considering this option please ensure you have contacted our Complaint Resolution Team, the team will write to you when it has been eight weeks since you first complained to explain the next steps you can take and provide the Ombudsman Services: Energy contact details. It is important that you escalate your complaint through our complaints process outlined in steps 1 and 2 as you may be referred back to us if you don't.

We’ll always try to come to an outcome we’re both happy with and while we do this in most cases, sometimes we won't always reach a joint resolution. If this happens, we’ll write to you explaining our final position, this is known as a ‘deadlock’ letter and at this point you have the right to contact the Ombudsman Services: Energy.

The Energy Ombudsman are free, totally independent and don’t take sides. Decisions are based on the facts available, they may ask us to take remedial action, apologise, provide an explanation and may require us to award compensation. Energy suppliers are bound by the decisions they make, but customers are not. 

 

Citizens advice

At any stage you can contact Citizens Advice if you need help with an energy problem - for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support. Go to citizensadvice.org.uk/energy or call them on 03454 04 05 06. Calls are charged at your normal rate.

As we’ve said, your complaint matters to us and we’ll try to fix things as quickly as we can. This means we may phone you if we think it will speed up the process. If writing or emailing you is more appropriate, we’ll aim to do this the day after we receive your previous correspondence. If it’s more convenient you can visit any of EDF Energy’s customer service offices, where staff are trained in dealing with customer enquiries and issues. If you'd like to pop by in person, you can find the address of your nearest office.

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