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EDF Energy
One of the big six energy suppliers, EDF Energy has been in the British energy market since 2002. How does EDF Energy reviews compared to other suppliers? Read our breakdown of EDF Energy reviews to find out 'is EDF a good energy supplier'.
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📞 EDF Customer Service Reviews
Pros
- Several sources report quick response in LiveChat.
- Scores high for bill clarity and accuracy on Citizens Advice and Which?.
- Easy to switch, scoring 5/5 stars according to Citizens Advice in this category.
Cons
- Scores 2 stars on Which? for value for money.
- Number of complaints "fairly high" according to Which? - Citizens Advice scores it 3/5 in this area.
- 57% of complaints resolved by next working day - best performers achieve 90% or more.
EDF Energy reviews are mostly positive. However, according to the most recent Which? survey from September 2021, the supplier received just two out of five stars for customer service. This is down from three out of five when Which? reviewed the supplier previously.
EDF Energy Trustpilot reviews praise how easy it is to contact EDF, especially via its LiveChat feature. Reviewers have also praised how quickly EDF customer service staff resolves problems.
Live chat is the quickest way to get in touch with the provider, with it taking just over 1 minute on average for an agent to respond to customers. According to Citizen’s Advice, it takes four minutes, 35 seconds on average for the EDF customer service team to answer the phone.
Many EDF Energy reviews on Trustpilot also praise the engineers and technicians who visit customers in their homes.
My problem was solved very efficiently with speed and advise from what is obviously a caring representative of EDF.
Installer nick was very pleasant, helpful and tidy. He phoned before hand to say he was on his way, there was a slight problem but he took it in his stride and was courteous
The fitter Ben was great, wasn't an easy job because of the age of the metre but was clean and tidy and showed me the basics of the metre.
EDF Energy reviews on the web
Overall, EDF Energy reviews from around the web are very positive and EDF often leads the table of big six energy suppliers from both customer reviews and professional review sites such as Which?.
| Which? | Citizens Advice | Trustpilot |
|---|---|---|
| 56% ★★★☆☆ | 3.85/5 ★★★★☆ | 4.1/5 ★★★★☆ |
Citizens Advice
Every 3 months, the Citizens Advice publishes the results of its survey for energy providers based on Complaints, Ease of Contact, Clear Bills, Ease of Switching, and Customer Guarantees. Whilst much of this data is collected from the suppliers, it does give a good indication of how the supplier is performing.
During the July to September 2021 period, Citizens Advice has placed EDF Energy fourth out of 21 suppliers with an overall score of 3.85 out of 5. Beaten by M&S Energy(3.95 out of 5), and Octopus Energy(3.95 out of 5).
| Complaints | Ease of Contact | Clear Bills | Ease of Switching | Customer Guarantees | Overall Rating |
|---|---|---|---|---|---|
| 3/5 ★★★☆☆ | 3.2/5 ★★★★☆ | 5/5 ★★★★★ | 5/5 ★★★★★ | 5/5 ★★★★★ | 3.85/5 ★★★★☆ |
For the period April to June 2021
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Which? Survey 2021
Which? makes an annual customer survey where the customers of the supplier are asked about their personal experience with the supplier based on four areas of service; bill accuracy, bill clarity, customer service, and value for money.
The most recent survey was conducted in September 2021, and saw 845 EDF customers participate. They gave EDF Energy a final score of 56%, down from 61% in the previous survey. Let's take a look at each area from the survey:
| Bill Accuracy | Bill Clarity | Customer Service | Value for Money | Overall Rating |
|---|---|---|---|---|
| 3/5 ★★★★☆ | 3/5 ★★★☆☆ | 2/5 ★★☆☆☆ | 2/5 ★★☆☆☆ | 56% |
Based on a survey of 845 EDF customers in September 2021
EDF Trustpilot Reviews
Next, we take a look at overall EDF Energy customer reviews on Trustpilot. At the time of writing, the overall EDF Energy review score stands at 4.1 out of 5 from 28,699 EDF Energy customers.
Many reviews left on Trustpilot heap praise on EDf for its efficient customer service, but they also make mention to EDF billing problems where the supplier has got things wrong with the bills sent out.
Worst energy company ever!
I’ve had a terrible ordeal with this company giving ridiculously high estimates without asking for or taking any meter readings and then hassling me to pay astronomical bills.
This means EDF Energy Trustpilot reviews give the supplier an overall rating of great with 79% of reviews rated as excellent or great, whilst 19% of EDF Energy reviews are rated as poor or bad.
| Excellent | Great | Average | Poor | Bad | Overall Rating |
|---|---|---|---|---|---|
| 71% | 8% | 2% | 2% | 17% | 4.1/5 ★★★★☆ |
Correct as of 4 March 2022
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💸 EDF Value for Money Reviews
According to the latest consumer survey from Which? (September 2021), EDF Energy received just two out of five stars for value for money. However, from looking at the EDF reviews on Trustpilot, we found that some customers were able to save money by switching their energy supplier to EDF.
My wife and I recently moved house and we were looking for a suitable provider for our energy services. EDF proved to be the best value for money and their after sales support is excellent.
Given a complex situation that was current at the time of moving in I needed to make several calls to EDF and used the 24/7 chat line as well. The EDF representatives on all occasions were polite, helpful and knowledgeable. I feel confident that we have an energy provider which will give us a high class service. I would unreservedly recommend EDF.
EDF has a wide range of tariffs to choose from. The cost of its standard variable tariff for a household in London with average energy consumption is in line with the price cap. EDF Energy does offer fixed tariffs as well.
EDF Energy fully participates in the Warm Home Discount which is good news for customers who qualify. And EDF reviews from customers are quick to comment on how easy it is to get their EDF Warm Home Discount Application sorted.
After several attempts on line to apply for the warm home discount, I went to live chat with edf, not only was the person helpful her patience was outstanding, after several attempts via links she sent me, I still had no joy🙄 so she actually done the application for me while I was on line with her, think that's above and beyond, trillion thanks
🧾 EDF Billing Reviews
Per the Citizen Advice’s EDF Energy review, 98.3% of customers reported receiving at least one accurate bill within the past year. The supplier also received a perfect score of five stars for bill clarity, one of only three suppliers to be given top marks in this category.
Scores aren’t quite as high from Which?, though they are still respectable, with EDF receiving three out of five stars for both bill clarity and bill accuracy.
There is one billing issue that some EDF Trustpilot reviews make note of and it concerns final bills. Customers specifically report being given a very high final bill when they decide to switch providers.
After I switched EDF hit me with a £360 debt that apparently had built up on my account because they hadn't bothered to put my monthly direct debit up to clear it.
Such situations are why it is important to give the supplier an accurate meter reading every month and not rely on estimated usage. Ensuring you pay for your actual usage every month can help you avoid an expensive final bill when you choose to switch your supplier.
EDF Energy customers can submit meter readings by phone, online or via the EDF Energy app.
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EDF Smart Meter Review
As some customers may have difficulty providing meter readings, EDF Energy also offer a smart meter installation at no additional cost. Having a smart meter means your readings are sent back to EDF Energy on a regular basis without lifting a finger, this means an accurate bill every time.
EDF smart meter reviews on Trustpilot appear to be very positive, with many customers praising the simplicity of booking an appointment and praise for the installation technicians.
The process to book a smart meter was easy.
My smart meter was installed by Ian who was personable, professional and knowledgable. After installation was completed took the time to explain how to understand and use the display unit. A definite asset to the company
Likewise, when an issue with a smart meter arises, EDF Energy appear to be helpful to get the problem fixed as this EDF smart meter review states:
I had a query about my smart meter which had stopped showing details on my screen. I contacted EDF and spoke with a helper named Sayantan who was very understanding , courteous and explained what the problem appeared to be and, importantly, how it would be fixed. Great service. Thank you EDF.
💻 EDF Account Management Reviews
In terms of account management, many of the EDF Energy reviews on Trustpilot show that customers make good use of the online live chat feature, online account, called MyAccount and the EDF Energy mobile app to manage their energy account, billing, and tariff.
Best website and service easy to use, all staff very helpful.
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📱 EDF Energy App Reviews
The EDF Energy app is available for Android and iOS devices and allows you to manage your EDF account from anywhere you have an internet connection. We find that many energy supplier apps are rated quite poorly, but the EDF Energy app reviews tell a different story.
EDF Energy app reviews for both platforms mention how easy the app is to use, with long term customers noticing that the latest version of the app is a major improvement over the older version.
If it wasn't an energy company ripping off consumers and a French one at that I would give it 5 stars. By far the best app and easiest way to manage your account. Really simple clean interface and fast navigation. Just the info you need and actions all in one place with unobtrusive notifications. I would recommend it to my 90 year old mum. Please don't mess it up like others with 'improvements'
Clearly there has been investment and customer feedback shown in the improvement of the App over the last few releases. I find it very easy to navigate, do what I need to do and if I need to contact EDF I can do so via the App which opens up WhatsApp or SMS chats. Good work guys!
Whilst there are a number of negative comments, particularly for the Android app, EDF developers are quick to reply to the reviews to request more information. This shows that EDF are trying to constantly improve its app and fix any bugs that may appear.
| Android | iOS | |
|---|---|---|
| Rating | 2.9 out of 5 | 4.6 out of 5 |
| Total Reviews | 12,021 | 76,600 |
Correct as of 4 March 2022
⚖️ How do EDF Energy reviews compare to other suppliers?
How good is EDF customer service? That's a common question that many potential customers ask when comparing suppliers before choosing to switch.
According to latest survey by the Citizens Advice, EDF Energy ranked 3rd out of 21 UK energy suppliers in terms of customer service. The organisation regularly compares UK energy suppliers across the following categories:
- Average call-wait time
- Number of complaints per 10,000 customers
- Customers who had an accurate bill in the past year
- Bills and statements sent on time
- Switches completed within 21 days
- Customer guarantees
In the table below, we’ve listed the top ten energy suppliers according to Citizens Advice.
| Rank | Energy Supplier | Rating |
|---|---|---|
| 1 | M&S Energy | 3.95 |
| 2 | Octopus Energy | 3.95 |
| 3 | EDF Energy | 3.85 |
| 4 | Co-Operative Energy | 3.75 |
| 5 | Outfox The Market | 3.75 |
| 6 | E-Energy | 3.56 |
| 7 | Affect Energy | 3.45 |
| 8 | So Energy | 3.45 |
| 9 | Utility Warehouse | 3.15 |
| 10 | Shell Energy | 3.15 |
Information from Citizens Advice Last Updated March 2022
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Aside from official data, EDF energy customer reviews heap praise on EDF for the customer service.
I had a question about my electricity reading and it was sorted out quickly by EDFs customer service agent. Another example of the excellent customer service I get from EDF.
And it appears that new customers are blown away by the level of customer service EDF provides to its customers.
The customer services person was helpful and responded to all my questions quickly and clearly although I had to clafify my questions a couple times. As new customer to EDF I was pleasantly surprised.
📢 EDF Complaints
EDF Energy takes Trustpilot reviews seriously, and can be seen responding to complaints (and praise) by offering to assist further. Some customers post updates stating that the problem had been resolved or had progressed to some degree.
According to Ofgem, the total number of EDF complaints received during the fourth quarter of 2021 was 77,694, down from the previous quarter when it was 86,137. However, it's also 1,838 more complaints than for the same period in the previous year.
Per 100,000 customers EDF received 1,400 complaints in this period.
48.90% of EDF complaints in this period were resolved by the end of the next working day, which is pretty fast. The supplier manages a 88.32% resolution rate within eight weeks, which means most complaints with EDF do get resolved eventually.
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Complaints FAQs
How do I make a complaint to EDF?
If you need to file an EDF complaint, the easiest way to do so is by contacting the supplier via WhatsApp on 0748 080 2942 or by sending a text message to 0744 511 8556. EDF Energy says it will aim to solve the issue as soon as possible.
My initial complaint to EDF is still unresolved - what do I do next?
If you're not satisfied with how the complaint has been handled, you can then escalate the complaint to the EDF Complaints Team by calling 0333 200 5101. Lines are open Monday to Friday from 8 a.m. to 5 p.m. The team will review your complaints and take the necessary steps to resolve them.
I am unhappy with the way EDF resolved my complaint - is there anyone else I can contact?
If you are still unsatisfied with the resolution, you can then request a “deadlock letter” from EDF Energy. This letter serves as written confirmation that EDF Energy was unable to resolve the issue. You can then refer your complaint to the Energy Ombudsman. If EDF Energy declines to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman after eight weeks have passed since you first raised the complaint.
have moved away from edf company has failed to refund all of my credit balance for gas and elec final bill shows in credit but only part refund customer service staff do not know how to fix it told now missising credit been refunded early sept seem to be brushed off will have to use onbudsman service to get refund very poor service from edf
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