EDF

Domestic customers

Contact

  • Customer services 0800 056 7777
  • From mobiles 0113 820 7117
  • From abroad +44 113 820 7117
  • Complaints 0800 051 1643
  • Live webchat?- YES
  • Facebook: Good for getting attention.

Details

  • UK call centre- YES
  • Market share/ number of customers available? ~ 5.7 million in total.
  • Existing customer incentives? Yes, monthly draws and discounts, not very specific and have to register to enter.
  • Customer service performance available? YES: 11.6 % of all complaints to EDF were about customer service. (1st Oct- 31st Dec 2012)
  • Customer complaints?  Call the complaints number & if still not happy- email CSDirector@edfenergy.com
  • Complaint resolution procedure-very clear procedure aiming to get to resolution.
  • Customer charter- YES- Customer commitments page.

    Contact Vincent de Rivaz @ vincent.de-rivaz@edfenergy.com he welcomes your feedback.

  • Switching of Domestic supply-Some steps identified, time to switch after 12 day cooling off period up to 3 weeks.

Customer complaint performance

  • Number of complaints from domestic customers which EDF were not able to resolve by the end of the next working day
  • 1/10/2010- 30/9/2011 – 48,730
  • 1/10/2011-30/9/2012-86,916

Complaints in three month period 1st October-31st December 2012

  • 454,747
  • Number per 100,000 customers 8,072,
  • Resolved by the end of next working day 90.45%
  • Resolved within 8 weeks 99%

Reasons for complaints

  • 58% Billing
  •  11.7% Metering
  • 11.6% customer service
  • 6.9% prepayment meters,
  • 2.2% debt .

Business customers

Contact

  • Customer services 0800 096 2255
  • From abroad +44 113 820 7118
  • Customer complaints 0800 096 2255
  • Live webchat

Details

  • UK call centres-YES
  • Market share/number of customers available- none I could see.
  • Existing customer incentives? Yes, monthly draws and discounts- not very specific, have to register to receive them.
  • Customer service performance available? Limited only call /email/webchat response times.
  • Complaint resolution procedure-clear steps undertaken within time frame and clarity of actions.
  • Business Customer charter?Yes see business customers commitments page-
  • Business Customer complaints performance- None published on website.
  • Switching of business supply- No clear steps outlined

2013 ‘Which’ rating -14th /15 UK energy suppliers based on company satisfaction – including customer service, value for money and accuracy of bills.

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