We'll do what we can to resolve your complaint as quickly as possible. We'll do this by;

  • Understanding the situation and what caused the problem
  • Explaining what we'll do to fix it and whether we need further information from you
  • Provide you with an idea of how long it will take 
  • Ask you what you want to resolve your complaint


Once you've made a complaint we'll keep you updated on the progress and promise that we'll work as efficiently as we can to close the matter for you, once we know you're happy with the outcome. This usually happens within 2 working days.

Step one: Speak to one of our Customer Services Team.

All our advisers are fully trained and ready to help you. The simplest and easiest way to contact us is via your online account on MyAccount. Log in or register now to get in touch. You can also WhatsApp us on 07480802942 or text us on 07881341928.

Step two: If you’ve spoken to one of our advisers and need to escalate your complaint.

If things haven't gone as well as you'd like. Contact our Complaints Team, who will review the situation and take the necessary steps to resolve your complaint. You can contact them on 0333 200 5101(1)  Monday to Friday 8 am to 5 pm.

Step three: If it’s been 40 days since you registered your complaint.

It's likely that the issue isn't easy to fix. We'll write to you with the name of a specialist complaint handler and a phone number to use to get an update on what's needed to resolve things. If you want to speak to the person dealing with your case, please use the dedicated number on this letter.

We're confident we're the right people to help you with your complaint. We know that sometimes you may want to seek help from a third party. This could be due to the fact that you've received a deadlock letter from us.
 

Ombudsman Services: Energy

We always try to come to reach an outcome that you're happy with, but sometimes that's not possible. In these cases, you'll be sent a 'deadlock' letter. If you've received one of these letters of it's been over 8 weeks since your complaint was logged with our team, you can contact the Ombudsmen Services for Energy.

It is a free and totally independent service. Decisions made are based on the facts available and may take up to 12 weeks as they will need to look at your case from the beginning to decide on a final outcome. If the Ombudsman finds that EDF have not acted correctly, then they will tell us what we need to do in order to put things right. This could be an explanation and/or apology. It could include what actions we need to take, which could include compensation. The decision made is binding on us but not on you.

Citizens Advice

Contact Citizens Advice if you need any 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. Contact them directly. Go to citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are free.

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