Dear Customer,

By choosing EDF Energy, you are making a commitment to us. This letter sets out our commitment to you. 

The energy industry has been criticised over prices, service and complex tariffs. So Our Customer Commitments are based on fair value, better service and simplicity.

I am determined to make EDF Energy a better kind of energy company. We won’t achieve everything overnight, but here are some of the steps we are taking to earn your trust:

1. Fair value

We are committed to providing fair value for our customers. We froze prices in Winter 2010, were the last of the major suppliers to increase prices in autumn 2011 and moved first to cut our prices in 2012. 

But it is not enough. So, in time for this Winter, we will introduce a new rebate scheme for our most vulnerable elderly customers, who are identified by the Government as most in need. This will ensure they automatically benefit from our cheapest tariff.(1)

We also launched ‘Blue+Price Promise’ – electricity backed by low carbon generation. The Price Promise - which is a first in the industry – means that we will tell you if you could save over £1 per week with any other supplier at typical use. If you choose to leave us, there are no fees to pay. 

2. Better service

Our UK-based advisers are available on our freephone number and they care about providing the high quality service you  deserve.

But, over the past year, we’ve fallen short of our high standards while we have been implementing new IT systems. Now, we are acting to get back on track. I trust our people to get us back amongst the best by the end of this year.

Your feedback will help us improve. We want you to score our performance and we will publish your satisfaction ratings online.

For those who find it useful, we will offer round the clock Live Webchat Customer Services from June. This will be the first of many initiatives to make your life easier.

3. Simplicity

We have simplified our tariffs and made it easier for you to choose the right one for you.

We will soon be launching new-look bills, designed with customers, to make them much clearer and simpler. These are our main commitments to you.

We want to help you to hold us to account and we will be open and transparent. Our website will include a dashboard  showing our progress against our commitments. I am also appointing a Customer Commitments Officer, to strengthen our governance further.

We won’t be perfect overnight, but we are determined to become a better kind of energy company.

I would like to hear your feedback. Please email me at vincent.derivaz@edfenergy.com.

Thank you for placing your trust in EDF Energy.

Best regards,

Vincent de Rivaz CBE
Chief Executive Officer