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Deb from Team E16 has made this process far, far less stressful than it could be. While my complaint has taken a long time to resolve Deb has kept me informed every step of the way. Her positive and friendly manner made me confident she would find a solution.
Your engineers were polite and efficient ensuring the newly installed meters were absolutely safe. Thank you very much.
Called as a recently switched new customer with some direct debit queries and app /smart hub queries.
All sorted in one call by a helpful and cheerful operative in under 15 minutes.
Put my mind at rest and resolved issues quickly and efficiently, couldn’t fault her!
We have just had a podpoint EV home charger installed.
Part of the process required us speaking to Glen, who took us through the process of changing our current EDF tariff to the ev cheap night usage tariff.
He was very knowledgeable, helpful and friendly.
He promised us a call back a few days later to confirm all was well, and true to his word, did so.
Thanks Glen, most appreciated
Disgusting service. Huge debit amount on my small business account, certainly not accurate. Charging me for night time supply when i am in a shop during daytime only! Apparently my bill amount has risen by 800% according to C.A.B! Unable to get through to anyone in customer service. Lying about not receiving my emails when I respond on the "reply" option. Frustrating and stressful. Go elsewhere.
We generate around one fifth of the UK's electricity and employ around 15,000 people. We supply electricity and gas to thousands of residential and business customers, making us one of the UK's biggest energy suppliers. We are also the UK’s largest producer of low-carbon electricity.
United Kingdom
Luisa 14F was extremely patient with me as I have problems speaking and shouting words uncontrollably. This barely happened as I was explained in full detail what I was paying for and to give me the cheapest deal as I am struggling with the cost of living as are many. I am on the road to debt recovery. Thank you.
Date of experience: 17 January 2025
Disgusting service. Huge debit amount on my small business account, certainly not accurate. Charging me for night time supply when i am in a shop during daytime only! Apparently my bill amount has risen by 800% according to C.A.B! Unable to get through to anyone in customer service. Lying about not receiving my emails when I respond on the "reply" option. Frustrating and stressful. Go elsewhere.
Date of experience: 17 January 2025
Linda was excellent. Dealt with my complaint honestly and clearly, and gave me the information and resolution I required. There have been bad moments in this process - not least the promise of a phone call from a manager within 48 hours on Dec 11 that I am still waiting for - however, it would seem that (at this stage at least) the matter is resolved.
Date of experience: 17 January 2025
The person who took the call and helped me was very patient and friendly
Date of experience: 17 January 2025
Norica was very helpful, efficient and clearly explained what the situation was as regards my choices.
She also made sure I understood why she, or indeed any other operator, could not 'individualise' my account so as to reduce the huge numbers of computer generated letters I get from EDF.
Date of experience: 16 January 2025
I've swapped from another provider to EDF and was helped by a member of staff called Barbara. Barbara is an absolute star! She is by far the most helpful call handler I have ever dealt with of any company and has made swapping far easier and less stressful than I imagined. She's a credit to the company
Date of experience: 17 January 2025
I found the advisor to be lovely and go through what I needed to know and do step by step. I felt I was rushing him asking questions but he made me feel at ease
Date of experience: 17 January 2025
Perfect, extremely helpful customer service lady, new account opened with DD set up in rapid time.
Please keep your UK call centres.
Date of experience: 17 January 2025
I spoke to the most kindest loveliest customer service agent today Membrey Fraser i told her i was struggling with my gas and electric she was the best customer service agent i have ever had the pleasure of dealing with she was understanding empathic and a kind person she was reassuring a blessing to edf as a customer service agent she helped me out with multiple things i hope you don't mind me putting your name on trust pilot but credit were credit is due please keep her i wish more customer service agents were like Membrey thank you so much for your assistance today you are truly appreciated thank you for your help today i was really worrying about my gas and electric but by the time i came off the phone to her i no longer felt worried regarding my situation thank you Membrey so much!
Kind regards
Michelle
Date of experience: 17 January 2025
Gemma was extremely helpful and patient.
Date of experience: 17 January 2025
The customer service provided by Kay (team 14i) was fantastic
Date of experience: 17 January 2025
Clare at EDF was very helping dealing with my query. She replied promptly and helped me to resolve my issue.
Date of experience: 16 January 2025
My enquiry was dealt with promptly by Bethany who was very helpful and friendly.
I was very satisfied with the service I received.
Date of experience: 16 January 2025
Date of experience: 17 January 2025
Date of experience: 17 January 2025
I changed contracts and I didn’t realise that I would have to pay a £150 exit fee. I contacted EDF by email and I was refunded the exit fee. I dealt with Mery who was very friendly, helpful and efficient. She kept me updated during the process.
Date of experience: 17 January 2025
to get our smart meter to work. Every call ended with us being passed around and repeating our issue to different people, which was incredibly frustrating.
When we called recently to add my partner’s name to the bill, Kevin from Team 3C turned things around. I mentioned our smart meter issue in passing, and he listened sympathetically. He did some work in the background, asked us to restart the device (something we’d done many times before), and promised to follow up by email.
To our amazement, within 20 minutes, Kevin emailed us with updates. We restarted the device as instructed, and it finally worked! After 4 months of frustration, Kevin resolved the issue in one call.
Kevin was attentive, proactive, and genuinely helpful—if every customer service agent were like him, the world of customer service would be so much better.
Date of experience: 15 January 2025
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