Making a complaint

We try our best to provide an excellent service for our customers – but if you have a complaint we want to know about it. We’re here to help.

At EDF 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 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: 0845 366 3664 Open Monday to Friday 9am to 5pm

Email: MidMarketCustomerContact@edfenergy.com  

In writing:  Freepost EDF CUSTOMER CORRESPONDENCE

Step two: Get in touch with our Complaint Investigation Team

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.  

You can contact the team directly on the details below.

Call:  0845 302 7109 Open Monday to Friday 9am to 5pm

Email:  B2BComplaintInvestigationTeam@edfenergy.com

In writing:  Freepost EDF CUSTOMER CORRESPONDENCE

Step three: External Advice

Ombudsman Services: Energy

We’ll do everything we can to resolve your complaint, but we know this isn’t always possible. If it’s been eight weeks since your first told us about the problem or you’ve had a deadlock letter and are a micro business, you can contact the Energy Ombudsman. They provide a free and independent service to resolve your complaint. After looking at every detail of your case, they’ll decide on a final outcome. Their decision will be based on the facts available. This can take up to 12 weeks. If the Ombudsman finds we haven’t acted correctly, they’ll tell us what we need to do to put things right. We might have to give you an explanation, an apology, or act to correct the problem. They might also recommend we give compensation. The decision they make is binding on us – but not on you. You can call them on 0330 440 1624 (9am to 5pm Monday to Friday), email enquiry@ombudsman-services.org or visit ombudsman-services.org/energy

A Micro Business is any customer that has:

  • An annual consumption of electricity not more than 100,000 kWh; or
  • An annual consumption of gas of not more than 293,000 kWh; or
  • Fewer than the equivalent of 10 full time employees, and an annual turnover or annual balance sheet total not exceeding €2 million.

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 0808 223 1133. 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'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 call our Complaints Team to arrange an appointment, and make sure someone is on site to meet you, on 0845 302 7109. You can find the address of your nearest office.

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