Let's put things right
If you have a complaint, please get in touch with our Customer Service Advisers. 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
All EDF 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 update you on a regular basis.
Contact a member of our team on the details below:
Call us: 0845 366 3664(1)
Email: midmarketcustomercontact@edfenergy.com
Write: EDF CUSTOMER CORRESPONDENCE
Step 2: Escalate
If you are not happy with the way we dealt with your complaint, you can escalate it to our Complaint Investigation 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
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 you’re a micro-business or a small business customer, and it’s been eight weeks since you first told us about the issue or if you’ve had a deadlock letter, you can contact the Energy Ombudsman.
The Energy Ombudsman offers a free, independent service to help resolve complaints. They’ll review your case and make a decision based on the facts, which can take up to 12 weeks. If they find we’ve done something wrong, they’ll let us know how to put things right—this could include an explanation, an apology, or compensation. Their decision is binding on us, but not on you. You can reach them on 0330 440 1624 (Monday to Friday, 8am–6pm), email enquiry@energyombudsman.org, or visit energyombudsman.org
If you’re not a micro-business or a small business customer and you’re unhappy with how things are going, ask your complaint handler to arrange for a review of your case.
Further information
Independent advice
We really want to help you with your complaint, and feel confident that we'll be able to help. But sometimes you might want free, independent advice.
Citizens Advice, Citizens Advice Scotland and Advice Direct Scotland currently provides advice and support to small and microbusiness consumers. This includes issues with your bills or meters, or if you're struggling to pay for your energy.
Check if your business is a small business or a microbusiness here.
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. Calls are free.
If you live in Scotland, go to cas.org.uk, or contact your Local Citizens Advice office. You can also contact Advice Direct Scotland on 0808 196 8660 or visit energyadvice.scot(2). Calls are free.
Citizens Advice and Citizens Advice Scotland are the official sources of free and independent energy advice and support for microbusiness and small business energy consumers.
If you need specialist support to resolve your energy problem, Citizens Advice and Advice Direct Scotland can refer you directly to the Extra Help Unit Service.
Making the most of your account