EDF Contact?

joe2cool

Hi as a new customer to EDF, 'am finding out how terrible the customer service is. Trying to get any response either on line or telephone which takes forever if lucky. Just wondered if anyone had used a particular email for EDF of which the response time was reasonable?

Thx

dogshome

How long is it since you signed up, 3 weeks or more ? -Try registering your account on the 'My Account' window on their website.
This works for me but only when I enter readings 90 - 93 days apart, with the result that I get 4 accurate bills a year

You will still get the lunatic D/Debit change notices, but an Email headed Complaint usaully stops these dead in the water

joe2cool

Hi have an online account, problems started being unable to input new readings online & via telephone. Last mth the online chat sorted it, so I thought........having read several EDF threads, its common.

Thx for quick reply

snowcat53

Complaints to EDF
Reposting this, may help

I just found this page on EDF's website, and thought it would be useful to share for those (MANY) having problems with them. It certainly would have been useful to me earlier, and I don't think it was there on my previous visit.

Note the 0800 number and email addresses including for those higher up the complaint food chain.

Making a complaint

We try our best to provide an excellent service for our customers – but if you have a complaint we want to know about it. We’re here to help.
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 this 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.
\
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 051 1643† (Monday to Friday 8am-5pm)
· Emailing the Complaints Resolution Manager at [EMAIL="complaintsresolutionmanager@edfenergy.com"]complaintsresolutionmanager@edfenergy.com[/EMAIL][EMAIL="complaintsresolutionmanager@edfenergy.com"]
[/EMAIL]
· Writing to the Compaints Resolution Manager at EDF Energy, Freepost RRYZ-ERTT-CBJS, Osprey House, Osprey Road, Exeter, EX2 7WN
· 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 5 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 – [EMAIL="CSDirector@edfenergy.com"]CSDirector@edfenergy.com[/EMAIL]
· Writing to Customer Service Director Freepost RRYZ-ERTT-CBJS, Osprey House, Osprey Road, Exeter, EX2 7WN

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.
Step 3: External review
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 incorrecly 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.os-energy.org.uk
· Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF

Additional information for domestic customers:
Our complaints handling procedure is regulated by the complaint handling standards regulations.
You can now view the latest EDF Energy Consumer Complaints Annual Report.

Citizens Advice Consumer Helpline
The Citizens Advice Consumer Helpline provides free, independent, confidential and impartial advice on consumer issues. Visit www.adviceguide.org.uk or call the Citizens Advice Consumer Helpline on 0845 404 05 06.
†Call may be monitored and recorded as part of our customer care programme. Calls to 0800 numbers are free from BT landlines. Other network operators’ charges may vary.
Sales complaint
If you have a complaint regarding one of our sales agents, please contact us so we can carry out a full investigation against the standards of the Energysure Code of Practice. If the complaint is proven as forgery a compensation payment of £250 will be made Energysure Code of Practice

joe2cool

Cheers......................