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
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.
External links (1)
- Energy Ombudsman
- Citizens Advice Consumer Helpline
- Our complaints handling procedure is regulated by the complaint handling standards regulations (PDF)