Working with you to sort out complaints

If you're not happy with something, let us know. We’ll do everything we can to fix it quickly, fairly, and with care

You're in safe hands – one team, from start to finish

When you get in touch, you’ll speak to the same team every time – people who know your problem and your account. That means we can get things sorted quicker, with less hassle and stress for you.

Here’s how we’ll support you:

  • Sort it: We’ll listen carefully, record your issue, and do our best to sort the problem on the spot
  • Dig deeper: If it’s a bit more complicated, we’ll dig into what went wrong and why. While we work it out, we’ll keep you in the loop with regular updates
  • Find the right fix: Some problems take a bit of teamwork to solve. When that happens, we’ll talk things through with you, find out what matters most, and agree on a fair solution together

We’re always learning. By working together, we can improve the process for everyone. We appreciate your respect for our energy specialists as they work hard to find a positive outcome for you.

Step 1: Get in touch about your complaint

If you have a complaint, please get in touch with our energy specialists. The team you speak to will handle your complaint from start to finish. They'll do their best to sort things out quickly and will keep you updated as they work with you to find a solution.

Call us

0333 006 9950(1)

Our team are available.
Monday to Thursday
8am-6pm
Friday
8am-4pm
Weekends closed
 

Write to us

FREEPOST: EDF Customer Correspondence

Step 2: Escalate if needed

  • If you email, you’ll be connected to the same specialist you first spoke to
     
  • If you call in, we can’t guarantee you’ll speak with the same person, but one of their team members who knows about your complaint, will help you. Your specialist will arrange for your complaint to be reassessed and let you know the outcome

Step 3: If we can't fix the problem

We’ll try everything we can to sort out your complaint, but sometimes that’s not possible. If it’s been eight weeks since you first told us, or if we’ve been in touch to say we can't offer you a solution (called a deadlock letter), you can get in touch with the Energy Ombudsman.

They offer free, independent advice and will look at all the details before making a final decision. This can take up to 12 weeks. If they decide we’ve done something wrong, they’ll tell us how to put it right – that might mean giving you an explanation, an apology, fixing the issue, or offering compensation.

We have to follow their decision, but you don’t have to.

Contact the Energy Ombudsman

Call them

0330 440 1624

(8 am to 6 pm, Monday to Friday)

Write to them

Energy Ombudsman, PO Box 966, Warrington WA4 9DF.

Let's answer questions about our complaints process

When you first make a complaint, we'll give you a team to support you. They'll keep you up to date on what's happening and work with you to solve the problem. We're here to help and learn from you when we don't meet your expectations.

Please wait until we've tried everything we can to sort your complaint before you get in touch with the Energy Ombudsman. We'll email or send you a letter when we reach that point, including clear next steps on how to contact the Energy Ombudsman.

You can get in touch with the Energy Ombudsman for free.  They'll only review your complaint after eight weeks if we can't reach an agreement. If this happens, we'll get in touch with you by email or letter (known as a deadlock letter), and include all the information you'll need to contact the Energy Ombudsman.

Looking for extra help?

We’re here to help with your complaint, but you may want some free and independent advice. Citizens Advice and Advice Direct Scotland offer official, free energy advice and support.

Citizens Advice

Website link: citizensadvice.org.uk/energy

Call: 0808 223 1133

Relay UK: 18001 followed by 0808 223 1133

Speak to a Welsh-speaking adviser, call: 0808 223 1144

Lines are available Monday to Friday, 9am to 5pm.

advice.scot logo

Advice Direct Scotland

Website link: energyadvice.scot

Call: 0808 196 8660
Lines are open Monday to Friday, from 9am to 5pm

For British Sign Language enquiries: contactscotland-bsl.org

Our complaints performance

We think being open about how we work with our customers is really important. It helps us learn, improve, and fix things faster. That’s why every three months, we share how we’re doing — including how many complaints we’ve had and how many we’ve sorted out.
 

View our current complaints performance or our annual complaints report (1 October 2023 to 30 September 2024)