Let us put things right

Sorry if we got something wrong.

Let us know what's happened, and we'll do our best to fix it quickly. We can usually resolve a complaint within two working days.

Our help and support pages are full of useful information, and may be the quickest way to fix your problem. 

What we do to fix your complaint

  • Work out what's gone wrong, and why
  • Explain the situation to you
  • Let you know what happens next, and how long it should take
  • Find out how you'd like us to put things right
  • Fix the problem, taking your views into account. We’ll keep you updated every step of the way

Day 1: Get in touch

You can tell us about your problem by getting in touch with our Customer Services Team.  To make this easy there are a few ways to get in touch;

By phone: call 0333 200 5103, Monday to Friday 8am - 6pm and Saturday 8am - 2pm

To help us fix things quickly we’ll need some details. Please tell us:

  • Your EDF account number
  • What the problem is
  • How it affects you
  • What you'd like us to do about it

We’ll take it from there. One of our experienced advisors will investigate and get back to you as soon possible.

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.

Day 10: Take things further

If we haven't fixed things within 10 days you can get in touch with our dedicated Complaints Team. Their specialist skills can resolve even the trickiest of problems.

Email ComplaintResolution@edfenergy.com or call 0333 200 5101 Monday to Friday, 8am - 5pm

Day 20: Contact our CEO

Our CEO Simone Rossi cares about your issue, and if it’s been more than 20 days you can email him directly on SRossi@edfenergy.com.  He and his senior team will do everything they can to put things right.

Day 40: You get a specialist complaints handler

It's very rare that we can't find a solution within 40 days. If this does happen, we'll send you a letter giving you the phone number of our specialist complaint team who’ll help you with your complaint.

We're confident we're the right people to help you, but you may still want advice from a third party. This might be because you've had a deadlock letter from us. Click below to find out more about these free, impartial services.

 

Ombudsman Services: Energy

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.

Citizens Advice

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 free. 

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