EDF Energy customer service

This advice applies to Scotland. See advice for See advice for England, See advice for Wales

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You can use our customer service ratings to help you decide which supplier to use.

The ratings are calculated using information from different sources, including Citizens Advice, Energy Ombudsman and the suppliers.

EDF Energy scores for October to December 2025

  • Overall rating

    2.6 out of 5

  • Fewer complaints received

    2 out of 5

  • Contact waiting time

    2 out of 5

  • Billing and metering

    3 out of 5

  • Customer commitments

    5 out of 5

EDF Energy ranked 13th in the supplier comparison table.

Rank
Supplier
Overall rating
Fewer complaints received
Contact waiting time
Billing and metering
Customer commitments
1
Ecotricity

3.9 out of 5

More details

4 out of 5

4 out of 5

3 out of 5

5 out of 5

2
Outfox Energy

3.9 out of 5

More details

3 out of 5

4 out of 5

4 out of 5

5 out of 5

3
Octopus Energy

3.8 out of 5

More details

4 out of 5

4 out of 5

3 out of 5

5 out of 5

13
EDF Energy

2.6 out of 5

2 out of 5

2 out of 5

3 out of 5

5 out of 5

Showing 5 of 4 suppliers

Check the full table to compare more energy suppliers' customer service

Scores breakdown

We give energy suppliers a score out of 5 for each category, based on various data. You can look at this data in more detail below.

Find out how the scores are worked out

Fewer complaints received

If a supplier gets a low number of complaints, we give them a higher star rating.

Complaints to Citizens Advice Consumer Service, the Extra Help Unit, Advice Direct Scotland, and the Energy Ombudsman

44.6 per 10,000 customers

Billing and metering

We measure billing accuracy by looking at how many bills are based on a meter reading, rather than an estimate.

Bills accuracy (smart meters)

97.58%

Bills accuracy (traditional meters)

86.31%

Smart meters working correctly

92.01%

Contact waiting time

How long can you expect to wait when contacting this supplier?

Average call centre wait time

4 minutes 17 seconds

Emails responded to within 2 days

77.9%

Whatsapp messages responded to within 2 days

83.5%

SMS messages responded to within 2 days

83.1%

Customer commitments

Is the supplier a member of the Energy Switch Guarantee or the Vulnerability Commitment?

Customer commitments

Fuel mix

The fuel mix is the percentage of energy sources used by this supplier. EDF Energy uses:

  • Fossil fuel: 24%

  • Nuclear: 54%

  • Renewable: 20%

  • Other: 2%

Customer service contact details for EDF Energy

Telephone: 0333 006 9950
Email: hello@edfenergy.com
Website: www.edfenergy.com
Web chat: No
Ring backs: No
Mobile hotline: No
Minicom/text: 0800 096 2929
SignVideo: Yes

Opening Hours

Pay monthly customers:


  • Monday: 8am-6pm

  • Tuesday: 8am-6pm

  • Wednesday: 8am-6pm

  • Thursday: 8am-6pm

  • Friday: 8am-4pm

  • Saturday: Closed

  • Sunday: Closed


Prepayment customers:


  • Monday: 8am-6pm

  • Tuesday: 8am-6pm

  • Wednesday: 8am-6pm

  • Thursday: 8am-6pm

  • Friday: 8am-4pm

  • Saturday: Closed

  • Sunday: Closed


After hours, for guidance and self-serve options, call 03330 069 950

Ways to contact

Web chat: No
Ring backs: No
Mobile hotline: No
Minicom/text: 0800 096 2929
SignVideo: Yes

Payment Information

  • Direct debit: Yes

  • Cash or cheque: Yes

  • Prepayment: Yes