Complaints procedure

Making a complaint

At EDF Energy, we are committed to providing you with fair value and better service in a clear and simple way. We know that sometimes we get things wrong, so we’ve put together the below to show what you can expect if you wish to complain.

If you have tried our normal contact us channels and still have a complaint, please follow these steps.

You can also read about our complaints procedure in our handy guide.

Step 1: Contact us with your complaint

You can contact us in one of the following ways:

Calling our Complaints Resolution Team free on 0800 096 2255(1)
Emailing the Complaints Resolution Manager at customer_correspondence@edfenergy.com
Writing to the Complaints Resolution Manager at: Customer Correspondence Team, 334 Outland Road, Plymouth, PL3 5TU

Visiting us at one of our business premises for a face-to-face discussion. You can find addresses in our Making a Complaint booklet

Most issues are resolved at this stage – if it isn’t resolved quickly we will issue you with a complaint reference number and the name of a dedicated complaint handler, who will keep you informed throughout. You can ask to speak to a member of this team at any stage.

We aim to do this within 10 working days.

Step 2: Internal review by Customer Service Director

If you are still not satisfied, your case can be reviewed by our Customer Service Director’s Executive team by:

Emailing smedirector@edfenergy.com
Writing to: Small Medium Enterprise Director at: 334 Outland Road, Plymouth, PL3 5TU

Outcome

We will respond to your complaint as quickly as possible and aim to do this within a further 5 working days.

Following the full review of your complaint, we may take the following actions:

Apologise
Explain our findings and why this has occurred
Take appropriate action to put things right
Explain our next steps
Compensation from EDF Energy (if applicable)

Our aim will be to reach a mutually acceptable agreement, and we expect to do this in majority of cases.

If we are unable to reach an agreement we will write to you explaining our position and providing a final offer. This is known as a deadlock letter.

Citizens Advice Consumer Helpline

A free and independent advice service that can be consulted at any stage of the complaints process.

It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To ‘know your rights contact the Citizens Advice Consumer Helpline

Telephone number: 0345 404 0506 (lines open Monday to Friday 9am to 5pm, excluding bank holidays)
Website address: www.citizensadvice.org.uk/energy
Address: Citizens Advice consumer service, Post Point 24, Town Hall, Walliscote Grove Road, Weston super Mare, North Somerset BS23 1UJ
Email queries: Citizens Advice online form

Step 3: External review - Ombudsman Services: Energy

You can choose to accept our final offer. If you remain dissatisfied, you can contact the Ombudsman Services: Energy for a free and independent review of your concerns.

They may investigate your complaint if:

You receive a deadlock letter from us.
You have not received a deadlock letter, but at least 8 weeks have passed since you first made the complaint to us. You must refer your complaint to the Ombudsman within 9 months of first making your complaint to us.

If the Ombudsman finds that we have not acted correctly, it will recommend what we should do to put things right. This may include

An apology
Explanation from EDF Energy
Compensation from EDF Energy (if applicable)
A service or practical action. For example, remove charges if you have been incorrectly billed

EDF Energy is bound by any decision made by the Ombudsman, but customers are not. Therefore, if you are not satisfied with their decision, you are free to pursue your complaint elsewhere, but will lose the right to any resolution through the Ombudsman services.

Ombudsman Services: Energy contact details

Telephone: 0330 440 1624 (Mon-Fri, 9am – 5pm)
Website: www.ombudsman-services.org/energy
Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Email: enquries@os-energy.o rg

Additional information for microbusinesses

There are two additional support and advice centres that you can contact for help with your complaint:

Citizens Advice

Citizens Advice is the government's service for free, confidential and impartial advice on consumer issues. Micro Businesses may contact Citizens Advice at any point throughout the complaints process or call the consumer helpline on 03454 040506 (Monday to Friday, 9am to 5pm). Visit their website for more information.

Ombudsman Services: Energy

Ombudsman Services: Energy is a free independent body that has the power to resolve customer disputes. Please see pages 7 and 8 of the eguide for more information about this to see if and how you can use them. To contact them directly visit their website, call 0330 440 1624 (Monday to Friday, 9am to 5pm), or in writing at Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF.