EDF Complaints
EDF has an average complaint rate for the energy suppliers sector.
What customers experience
EDF received 28,000 complaints in the 2024-H2 reporting period -- that is roughly 178.0 complaints per 100,000 customers, which is below the sector average of 181.9. Compared to other energy suppliers, EDF receives fewer complaints per customer. Encouragingly, their complaint rate has been falling.
When customers do escalate to the ombudsman, 31% of disputes are found in the customer's favour -- a relatively low uphold rate, suggesting most complaints are handled reasonably before escalation.
Total Complaints
28,000
In 2024-H2
Rate (per 100,000 customers)
178.0 ↓
Ombudsman Uphold Rate
31%
of disputes found in customer's favour
Sector Average
181.9
per 100,000 customers
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Electricity supply | 13,000 | 46.4% |
| Gas supply | 9,000 | 32.1% |
| Billing | 4,500 | 16.1% |
| Customer service | 1,500 | 5.4% |
Complaint Rate Trend
How does EDF compare?
Complaint rate per 100,000 customers
How to Complain About EDF
Complaints Contact Details
Steps to Escalate Your Complaint
Contact EDF complaints team
Call 0333 200 5100 or use the EDF website complaints form. EDF will acknowledge your complaint within 5 working days.
Wait for a final response or request a deadlock letter
EDF has 8 weeks to resolve your complaint. If they issue a final response you disagree with, or 8 weeks pass without resolution, you can escalate.
Escalate to the Energy Ombudsman
If your complaint is unresolved after 8 weeks, or you have a deadlock letter, contact the Energy Ombudsman at ombudsman-services.org or call 0330 440 1624.
Need to write a complaint letter?
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EDF must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Energy Ombudsman.
Bottom Line
EDF sits in the middle of the pack for complaints. They are not the worst, but they are not the best either. If you are already a customer and things are working fine, there is no particular cause for concern. But if you are choosing a new provider, it is worth comparing them against lower-complaint alternatives.
About This Data
Data sourced from official UK regulators for the period 2024-H2. Complaint rates are calculated per 100,000 customers. Ombudsman uphold rate from the Energy Ombudsman. Full methodology