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EDF privacy and cookie policy

Personal Data Privacy – what we collect; how we collect and why we collect data about you

EDF Energy respects your privacy and values the trust you place in us when you share your personal data with us. The data we collect about you will depend on your use of this website and your relationship with EDF Energy. To find out more about what personal data we collect, how we collect it and what we use it for, click on the relevant link below. These links take you to our Privacy Notices, which also provide details on which EDF Energy group company is the “controller” of your data and who to contact if you have any questions as to how we handle your information:

  • If you are a Customer who has procured, or is seeking to procure, energy supply or services from EDF Energy, please click on the customer's privacy notice tab below
  • Employees of EDF Energy should view the EDF Energy employee privacy policy
  • If you are a Third Party, such as a visitor to EDF Energy sites or a contractor working at or with EDF Energy (including agency-supplied workers, managed service workers and embedded contractors), please view the Third Parties' Privacy Notice.

This policy and our Privacy Notices will be changed occasionally, but if we change anything important about it (e.g. the information we collect, how we use it or why), we will highlight those changes to you. (and other EDF Energy-owned websites) Cookies

This section tells you how we use cookies on all EDF Energy-owned websites and how you can manage them

What are cookies?

Cookies are small text files that are stored on your computer by your web browser. We use them to identify how visitors arrive at our site and the subsequent path they take through it. This helps us to improve our service to you.

EDF Energy does not use cookies to collect or store Personally Identifiable Information (PII).

How to control the use of cookies

Manage my cookie preferences

If you wish to restrict or block cookies set by this Website or any other website, you can do this through your browser settings. The "Help" function within your browser should show how to do this. Alternatively, you can find more details on how to control or delete cookies at

Please note that you may be unable to use many of the services on our Website Apps or other websites without cookies.

How uses cookies

Our website currently uses cookies, and some of our third-party suppliers use our Website to set cookies on our behalf for internet marketing and performance optimisation.

While on this Website, your web browser may interact with content from different servers, and therefore, cookies from other sources may be set on your computer during a visit to this site.

Optimizely cookies

EDF Energy uses Optimizely cookies to store information about your visit to our site, helping us understand how our site is being used. We use this information to show you different content that best fits your needs, as well as allow us to test what type of content is most popular, thus improving the user experience. All information is anonymous. These cookies do not identify you as an individual.

Use the tabs below to view a description of the types of cookies that are used, why they are used and details of the individual cookies.

Dynatrace Cookies

We use Dynatrace to understand if there are errors or load issues on our website or app so we can identify and fix any issues as quickly as possible.

These cookies are necessary for the Service to function and cannot be switched off in our systems. They are usually only set in response to actions made by you that amount to a request for services. Necessary cookies enable core functionality such as security, network management, and accessibility. You may disable these by changing your browser settings, which may affect how the website functions.

These cookies' name are associated with software from Dynatrace, an application performance management (APM) software company.


EDF Energy Customers Limited ("we", "us", "our") respects your privacy and values the trust you place in us when you share your personal information with us. This policy sets out how we, as data controller, collect and use your personal information, why we use it, with whom we share it, the rights to which you may be entitled and your choices about our use of your personal information, that may arise from you buying and using our products and services. We regularly review this policy and will notify you of any significant changes by email or post. We encourage you to check this policy on a regular basis. If you have any questions or need any further clarity, please get in touch with our Data Protection Officer by emailing

This policy was last updated on 14 May 2024.


We collect personal information from you, third party service providers or publicly available sources. This information often consists of things like your name, address and contact details (but can also include consumption data and metering information) and we use this information for the activities we have listed in the table below.

We are committed to keeping your personal information safe and we have technical and organisational measures in place to prevent unauthorised access or use of your information. We also require that our suppliers protect such information from unauthorised access use and disclosure.


What we collect

This category of information we collect about you includes:

How we use it

We use this information for certain activities, including to:

Why we use it

We use this information because:

Information that you give us in order for us to set up and manage your account:

Information about the way you use our services:


Information we collect from third-party partners and corporate customers which could include:

A list of these entities can be found here.

Information that we collect from you in order to comply with all relevant laws, regulations, industry codes and government instructions, and to deal with complaints:


Information when you communicate with us whether in person, through our website or via email, over the phone, through social media or via any another medium, including: 


Information that we collect incidentally from other sources or public sources, including: 

Marketing Communications & Preferences

We will process your personal information to send you marketing communications because we have a legitimate interest to keep you up to date with our products and services. This applies to all our past and current customers who have either opted-in or have not opted-out of receiving marketing communications, and any other persons who have previously provided their personal information to us when expressing an interest in our products or services.

All emails containing direct marketing will have an unsubscribe option made available to you and you can update any of your opt-in marketing preferences by phoning us on 0333 006 9950, or by logging into your account on MyAccount.

Information we share

There are certain circumstances where we may transfer your personal data to employees, contractors and to other third parties. Some examples of when your personal information is transferred to other third party organisations are listed below.

  • We may share information about you with other members of our group of companies so that we can provide the best service across our group. They are bound to keep your information in accordance with this privacy policy;
  • We may also share your information with certain contractors or service providers and they may process your personal data for us. They are always required to meet our standards on processing information and security. The information we provide them, including your information, will only be provided in connection with the performance of their function. A list of these entities can be found here;
  • If we're discussing selling or transferring part or all of our business – the information may be transferred to prospective purchasers under suitable terms as to confidentiality – or if sold, to buyers who can continue to provide services to you;
  • If we're required to by law, or under any regulatory code or practise we follow, or if we are asked by any public or regulatory authority – for example, the Police; Ofgem or Department for Energy Security and Net Zero – or bring or to defend any legal claims;
  • If you are registered on our Priority Services Register, we will share your information with the relevant network operators (such as Distribution Network Operators and/or Gas Transporters) to assist them in securing a constant and safe supply of energy to your property; and/or
  • Your personal data may be shared if it is made anonymous and aggregated, as in such circumstances the information will cease to be personal data;
  • If you decide to change suppliers, we may share such information with the new supplier.

Credit Reference Agencies

If you have a Residential and/or Small and medium-sized enterprises (SMEs) account with us we will share information about you and your account (including details of any outstanding debt or borrowing) with the below credit reference agencies. The identities of the credit reference agencies, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the credit reference agencies are explained in more detail in the Credit Reference Agency Information Notice (CRAIN). CRAIN is accessible from each of the three credit reference agencies by clicking on the CRAIN links below.

Automated decision making

We may make automated decisions on certain matters. For example, we may do this to decide whether we can provide our services to you based on our group records or a credit check. This will be informed by credit scoring where we share your information with credit reference agencies, screening on databases and confirmation of your information (including by third parties). Depending on the outcome of the credit check, a decision will be reached automatically as to whether we are able to provide products or services to you based on your credit worthiness. If this information is not provided, we cannot agree to provide a product or service for you.

For customers who have a smart meter installed or enter into a new contract with us, we will look to use any half hourly smart meter data you agree to us using to help meet our net zero targets and manage a smarter more flexible energy system.

Where and for how long your information will be held

We process personal information (which can be via third parties) within and outside the European Economic Area. We will make sure that the appropriate safeguards are in place prior to the transfer of personal information and in the majority of cases, we will have contractual protections in place which include standard data protection clauses.

We will keep your information for as long as it is reasonably necessary and this will depend on factors such as: the sensitivity of the information; whether you've still got an active account; any outstanding debt with us; if you have interacted with recent offers; to comply with our legal and regulatory obligations; resolve disputes; and enforce our agreements.

Your rights

You have certain rights in relation to your information but some of these rights will only apply in certain circumstances. They will generally not be available if there are outstanding contracts between us, if we required by law to keep the information or if the information is relevant to a legal dispute. If you would like to exercise or discuss any of these rights, please contact the Data Protection Officer.

  • You can ask us to confirm if we are processing your information;
  • You can ask for access to your information;
  • You can ask to correct your information if it's wrong;
  • You can ask us to delete your information;
  • You have a right to be forgotten and you can ask that our systems stop using your information;
  • You can ask us to restrict how we use your information;
  • You can ask us to help you move your information to other companies;
  • You can ask us to stop using your personal information, but only in certain cases; and
  • You have the right to complain to the relevant supervisory authority.

Cookie policy

EDF’s cookie policy can be found here.

Bespoke cookies set by the EDF Energy website

Cookie nameDescriptionExpiry
EDF MyAccount Remember Me Username Enables 'Remember me' functionality on login forms, when the option is selected. 1 year
cookie-agreed Stores the response to the cookie notification popup. never
has_js Indicates to the page whether JavaScript is enabled.never
utmStores the utm parameters from the URL for a period of 365 days.1 year

How we protect your personal information


EDF Energy takes the protection of our customer’s information very seriously.

For security reasons, as with all organisations, it wouldn’t be appropriate to disclose specific details on how we protect information. We’ve taken a ‘defence in depth’ approach to Information Security, especially regarding our online services.

Our systems are kept up-to-date, and we test our online services to ensure they’re secure and prevent unauthorised access.