We always try to reach an outcome that you're happy with, but sometimes that's not possible. In these cases, you'll be sent a 'deadlock' letter. If you've received a deadlock letter it has been over 8 weeks since your complaint was logged with our team.
You can then contact the Ombudsman Services for Energy, which is a free and totally independent service. Decisions made by the Ombudsman are based on the facts available and may take up to 12 weeks. This is because they will need to look at your case from the beginning to decide on a final outcome.
If the Ombudsman finds that EDF has not acted correctly, then they will tell us what we need to do in order to put things right. This could be an explanation and/or apology. It could include what actions we need to take, which could include compensation. The decision made is binding on us but not on you.