We’re here to help

Our help and support pages offer advice and tips to help you fix a problem.

But if you have a complaint, please get in touch with our Customer Services team. They'll do everything they can to put things right as quickly as possible. 

Let us put things right

It's really important that you're happy with the service we give you. So if something's gone wrong, we want to hear from you.

Please let our Customer Services Team know what's happened, and they'll do everything they can to put things right. Our friendly advisers have all the skills – and the determination – to fix your problem quickly.

If they can’t sort the problem straight away, they’ll let you know how long it might take and give you updates along the way. You’ll also get a complaint reference number.

By phone: Call 0333 200 5103(1), Mon - Fri 8am - 6pm

Live Chat: You can also talk to us using the Live Chat button at the bottom of the screen.  

Don’t forget - you might be able to find the answer to your problem in our help and support pages. Find out more in our help centre.

Have you already been in touch with Customer Services – but still not happy?

YesI have already been in touch with Customer Services

Sorry our Customer Services Team couldn't help you this time. Our Complaints Team can take a fresh look at your problem.

Please have your complaint reference number ready. If you don't have one, it might be best to get back in touch with the Customer Service Team first.

Call: 0333 200 5101(1) Mon-Fri 8am to 5pm
Email: ComplaintResolution@edfenergy.com
In writing: FREEPOST: EDF Energy – Complaints Resolution

 

What happens if you can't sort my complaint within eight weeks?

We're confident that our Complaints Team can help you before the eight weeks is out – and that we won't have to send you a 'deadlock' letter.

But if we can't, we'll send you a letter with the telephone number of our Specialist Complaints Team – they have the expertise to fix even the trickiest of problems.

If you’re still not happy after speaking with our Complaints Team, you can also email our CEO, Simone Rossi. He cares about your issue and will work with his senior team to put things right.

Please email SRossi@edfenergy.com – include your account number, contact details (including your home address), and details of your problem.

NoI have not yet contacted Customer Services

Please call Customer Services

Our friendly advisers are the best people to get your problem fixed quickly. And if they can't sort out your problem, they'll pass you onto someone who can!

By phone: Call 0333 200 5103(1), Mon - Fri 8am - 6pm

Live Chat: You can also talk to us using the Live Chat button at the bottom of the screen.  

 

Need independent advice?

We really want to help you with your complaint, and feel confident that we'll be able to help. But sometimes you might want free, independent advice.

You can get help with energy problems, including issues with your bills and meters. You can also get support if you’re struggling to pay for your energy.

Need independent advice?

call Citizens Advice for free on 0808 223 1133 or go to citizensadvice.org.uk/energy

Get independent advice in Scotland

call Advice Direct Scotland for free on 0808 196 8660 or go to energyadvice.scot

What happens if we can’t solve your problem?

We’ll do everything we can to fix your problem, but we know this isn’t always possible. If it’s been eight weeks since you first made your complaint – or we’ve given you a ‘deadlock’ letter – please get in touch with our Specialist Complaints team (we'll send you their number if we've reached this stage).

Escalate your complaint to the Ombudsman

You can also contact Ombudsman Services: Energy(2). 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 take action to correct the problem. They might also recommend we give compensation. The decision they make is binding on us – but not on you.

Don't forget you can email our CEO, Simone Rossi. He cares about your issue and will work with his senior team to put things right.