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 Energy 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 Energy 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 only close your complaint once you’re completely happy with the outcome, this usually happens within two working days. 

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 your complaint 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. The Complaints InvestigationTeam aim to resolve the issue within ten working days. 

You can contact the team directly on the details below.

Call:  0845 302 7109 Open Monday to Friday 8am to 5pm

Email:  B2BComplaintInvestigationTeam@edfenergy.com

In writing:  Freepost EDF CUSTOMER CORRESPONDENCE

Step three: External Advice

Ombudsman Services: Energy

You can contact the Ombudsman Services: Energy if you are a Micro Business customer. Before considering this option please ensure you have contacted our Complaint Investigation Team, the team will write to you when it has been eight weeks since you first complained to explain the next steps you can take and provide the Ombudsman Services: Energy contact details. It is important that you escalate your complaint through our complaints process outlined in steps 1 and 2 as you may be referred back to us if you don't.

We’ll always try to come to an outcome we’re both happy with and while we do this in most cases, sometimes we won't always reach a joint resolution. If this happens, we’ll write to you explaining our final position, this is known as a ‘deadlock’ letter and at this point you have the right to contact the Ombudsman Services: Energy.

The Energy Ombudsman are free, totally independent and don’t take sides. Decisions are based on the facts available, they may ask us to take remedial action, apologise, provide an explanation and may require us to award compensation. Energy suppliers are bound by the decisions they make, but customers are not. 

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 Energy’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 find the address of your nearest office.

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