Service Excellence
At EDF Energy we are committed to providing you with fair value and better service in a clear and simple way. We know that sometimes we get things wrong, so we’ve put together this e-guide to show what you can expect if you wish to complain.
This e-guide lets you know our complaints handling procedure. If you’re unhappy with the level of service you have received from us, please let us know so we can try to resolve the issue as quickly as possible.
The complaints handling procedure for large business customers
We try our best to provide an excellent customer service for our business customers - but if you have a complaint we want to know about it. If you’re unhappy with the level of service you have received from us, please follow the procedure below:
If you have a complaint, please follow these simple steps and we will try to resolve your issue as soon as possible.
Step 1: Contact us
Please contact us in one of the following ways:
- Call our highly trained Business Advisers on 0845 366 3664(1) to discuss your complaint
- Write to us at:
B2B Complaint Investigation Team
EDF Energy, Gadeon House
Grenadier Road, Exeter, Business Park
EXETER, EX1 3UT - Email us at: B2BComplaintInvestigationTeam@edfenergy.com
- Visit us at our business premises:
EDF Energy, Gadeon House
Grenadier Road, Exeter Business Park
Exeter, EX1 3UT
Step 2: Still not happy…?
If our Business Advisers are not able to resolve your complaint or you’re not entirely happy with the way your complaint has been handled, you can take the complaint further by raising it to a Manager.
One of our Managers will review your complaint and attempt to resolve the issue as quickly as possible and endeavour to keep you updated within 10 working days. A longer time may be required for more complicated complaints, but we’ll be keep you up to date with how we’re progressing.
Call us on: 0845 366 3664(1)
Step 3: Not completely satisfied…?
If you’re still dissatisfied, you can request a full review of your complaint at any stage of the process by:
- Calling Customer Services on 0845 366 3664(1)
- Writing to the Head of Business Customer Services at:
EDF Energy, Gadeon House
Grenadier Road, Exeter Business Park
Exeter, EX1 3UT - Emailing the Head of Business Customer Services: headofcustomerservices@edfenergy.com
- Visiting our business premises:
EDF Energy, Gadeon House
Grenadier Road, Exeter Business Park
Exeter, EX1 3UT
Step 4: Full Internal Review...
If at any time you are dissatisfied with how your complaint has been handled, you can request that your complaint be independently reviewed.
Contact us through the most convenient method in step 1, stating that you would like a full review of your complaint
What we’ll do...
A full independent review of your complaint will be carried out by our specialist Complaint Investigation Team. All correspondence and actions taken to date will be investigated, with the hope that your complaint can be resolved. Again, we’ll work hard to review and resolve your complaint in 10 working days and will keep you up to date on progress if it is taking longer than this. In the instances where it is not possible to agree an appropriate resolution, we will provide you with a letter that states our final position. This is sometimes referred to as a Deadlock letter. If you are not satisfied with our final offer and position, you may continue to pursue your complaint through other third part channels, such as consumer groups or arbitrators.
Complaints outcome
We will respond to your complaint within 10 working days. Following full review of your complaint we may take the following actions:
- Apologise and explain to you our findings and why this has occurred
- Take appropriate action to put things right
- Explain our next steps which may include compensation, paid by EDF Energy in appropriate circumstances, for example, if your complaint relates to our sales activities (once the full investigation is complete)
Getting in touch
If you would prefer to discuss your complaint with one of our Customer Advisers face to face, you can visit one of our business premises which are located at the following address:
For large businesses:
Exeter Office
EDF Energy
Gadeon House, Grenadier Road
Exeter Business Park
Exeter EX1 3UT
Additional information for microbusinesses
There are two additional support and advice centres that you can contact for help with your complaint:
Citizens Advice
Citizens Advice is the government's service for free, confidential and impartial advice on consumer issues. Micro Businesses may contact Citizens Advice at any point throughout the complaints process or call the consumer helpline on 03454 040506 (Monday to Friday, 9am to 5pm) or email queries using the Citizens Advice online form or Visit their website for more information.
Ombudsman Services: Energy
Ombudsman Services: Energy is a free independent body that has the power to resolve customer disputes. Please see pages 4 and 5 of the e-guide for more information about this to see if and how you can use them.
To contact them directly visit their website, call 0330 440 1624 (Monday to Friday, 9am to 5pm), by email osenquiries@os-energy.org or in writing at:
Ombudsman Services: Energy,
PO Box 966,
Warrington,
WA4 9DF
Our customer commitments
We’ve made a commitment to our business customers to provide fair value, better service and simplicity.
