I transferred to EDF due to the failures of a competitive supplier. Both on product and inaccurate customer advice. I found EDF to be a breath of fresh air no gimmicks ie free coffee just concise desi... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The guy who came to fit new smart meters was very very good. Pleasant and polite, giving us all the information we needed. We were concerned that the smart meters wouldn't work as they are situated qu... See more
Company replied
I paid an electricity bill for over £500into an old account number in error. I contacted the EDF team who requested I send them proof that the money had gone into an old EDF account. Having done this,... See more
Company replied
Antony from EDF was extremely helpful today. He guided me through the meter, helped me get my connection set up, and explained everything clearly in a way that was easy to understand. He was very po... See more
Company replied
Company details
Written by the company
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. Sign up as an EDF customer and unlock exclusive offers to help you save even more cash and carbon!
Contact info
United Kingdom
- hello@edfenergy.com
- www.edfenergy.com
Save cash and carbon with EDF
4.8
Excellent
241K reviews
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Easy and Smooth Experience
I had a great experience setting up a new account for my energy this afternoon with Emma Ray. She was very patient with me as i had many questions as its one of the first time setting up bills. She explained everything in good detail with a calm and friendly tone which made easy for me to understand the best tariff i needed.
23 July 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Reply from EDF
Hi Tony, Thank you for your wonderful 5-star review! We are so pleased to hear that you found our response polite and timely, and that we were able to resolve your issues.- Many Thanks Suzanne :)
Reply from EDF
Hi, We're so pleased to hear that we were able to assist you effectively with your concerns. Thank you for your wonderful 5-star review!- Suzanne :)
Excellent customer service with clear…
Excellent customer service with clear and transparent instructions and information! Highly recommended!!
23 July 2026
Unprompted review
Reply from EDF
Hi Adam. We really appreciate your review! We're pleased you had such a positive experience and found the information provided clear and transparent. Thank you for recommending us.- Suzanne :)
Had wonderful help from the lady who…
Had wonderful help from the lady who answered my call, she sorted all the issues i had.
22 July 2026
Reply from EDF
Hi Jacqueline, Thanks for your kind words. It's great to know you received helpful service and that your concerns were resolved quickly and efficiently. We appreciate you taking the time to share your experience.- Many Thanks Suzanne :)
Nigel was very helpfull
Nigel was very helpfull , And being elderly Nigel was very patient with me which was very kind of him .
23 July 2026
Reply from EDF
Hi Douglas, We're so pleased to hear that our team member was helpful and patient. Thank you for your wonderful feedback and 5-star rating!- Suzanne :)
Reply from EDF
Hi, We're so pleased to hear that you found it easy to connect with us. Thank you for your wonderful feedback and the five-star rating!- Suzanne :)
An EDF engineer was due to arrive…
An EDF engineer was due to arrive between 8am and 12 noon. 12.30 arrived but the engineer didn't. I received no text, email or the like!
When I contacted customer service they told me the appointment had been cancelled by them! With barely an apology I was told it had been cancelled at 12.05 and they couldn't tell me the reason why! I said a courtesy text or call would have been appreciated, instead of me having to wait on the phone, costing me more valuable time and money. When I booked the appointment I was told that I must cancel earlier than 24hrs prior to the visit, if i needed to. Should I fail to do that I would be charged.
Should I charge EDF for my wasted time I wonder🤔 I have now got to make another appointment...who knows if they will turn up!
23 July 2026
Unprompted review
Reply from EDF
Hi, we are truly sorry to hear about the frustrating experience you had with the cancelled appointment. Unfortunately this can happen if the engineers previous job runs over or called out to an emergency, if we have not provided you 24 hours notice of the cancellation you will be entitled to compensation, we will update you directly regarding this failure and the compensation. Apologies once again, Sy⚡
Finally peace of mind
I had a very satisfactory experience with Shaun who unravelled the ongoing problems that I have experienced with EDF. He helped sort out a repayment plan that worked for me, unlike when i have spoken with operators for EDF in far flung places, that manage to fail to communicate important details, misinform and generally don't ring back when we have agreed a time to further go through what needs to be discussed. EDF have a very poor set- up when it comes to speaking with operators who are based outside Europe and it leaves the customer in a very dissatisfied frame of mind. Improvements are definitely required and constant mistakes must be addressed.
23 July 2026
Reply from EDF
Hi, We really appreciate your review! We're pleased Shaun was able to take ownership of the situation, clarify outstanding issues, and help put an affordable repayment plan in place.- Many Thanks Suzanne
friendly and helpful
Very friendly and helpful guided through all my options
And helped me get the best deal on offer
Thank you
23 July 2026
Reply from EDF
Hi Janet, We're so pleased to hear that our team was friendly and helpful, guiding you through all your options. It's wonderful that you were able to get the best deal on offer. Thank you for your kind words!- Suzanne :)
Told I would get a phone call
Told I would get a phone call, no call sent a blind person an email. Not very helpful, no respect knowing I am blind. Having been told that they keep sending text messages that I also cannot see as I am blind
21 July 2026
Reply from EDF
Hi Helen, thank you for sharing your feedback. We sincerely apologize for the miscommunication and the frustration this has caused. We understand how important it is to receive information in an accessible format and regret that we failed to meet your needs. We are committed to improving our services for all customers. Many thanks, Sy⚡
Jo team g was very helpful and patient
20 July 2026
Reply from EDF
Hi Joseph, Thank you for your fantastic feedback! We are so pleased to hear that our team was very helpful and patient. We truly appreciate your 5-star rating.- Many Thanks Suzanne :)
Brillant customer service
Brillant customer service. Was able to help me with my queirie and put my mind at rest concerning a bill.
23 July 2026
Reply from EDF
Hi Deborah, Thanks for your kind feedback. We're pleased our team was able to resolve your query and give you the information you needed about your bill. We truly appreciate your support.- Many Thanks Suzanne :)
Reply from EDF
Hi Naeem, Thanks for your kind comments. It's great to know our adviser took the time to provide a clear and detailed explanation. We're glad we could help.- Many Thanks Suzanne :)
Very pleasant adviser who understood my…
Very pleasant adviser who understood my needs and helped me record reading
23 July 2026
Reply from EDF
Hi Hugh, Thanks for your kind words. It's great to know you received helpful support from an adviser who took the time to understand your requirements and assist with your reading.- Many Thanks Suzanne :)
Great customer service
Great customer service, the call handler was very patient and got to the bottom of my query. 100%satisfied customer
23 July 2026
Reply from EDF
Hi Donna, Thank you for your wonderful review! We're delighted to hear our adviser was patient, took the time to fully understand your query, and provided the support you needed. We're thrilled you're a 100% satisfied customer!- Many Thanks Suzanne :)
Excellent Advice and reassurance
After calling EDF today your employee Daniel was there to help. He was very calm, confident and helpful. He looked into our issue and explained what had gone wrong on our account, correcting it whilst I was in the phone with him. Daniel was able to rectify the issue and then advise me on the best way forward for the way which we use our electricity as a household.
Daniel, thanks so much for you calm manner and reassurance through out our phone call, I have come away from our conversation feeling well advised, fulling understanding what to expect with no concerns! You’re a credit to your company! Thanks again!
23 July 2026
Reply from EDF
Hi Sue, Thanks for taking the time to share your experience. It's fantastic to hear Daniel's calm, confident, and supportive approach helped put your mind at ease while resolving your account issue. We're pleased you came away feeling informed and reassured.- Many Thanks Suzanne :)
Reply from EDF
Hi Ellie, Thanks for your lovely comments. It's wonderful to know our adviser provided the care and understanding you needed. We're glad we could help.- Many Thanks Suzanne :)
Paramount service experience! Very friendly and helpful engineer
We just had our smart meter installed and the engineer was so lovely and friendly. I wish all trades are the same like him. Thank you!
23 July 2026
Unprompted review
Reply from EDF
Hi, We're so pleased to hear about your positive experience with our engineer during the smart meter installation. It's wonderful to know they were so lovely and friendly. Thank you for your fantastic feedback!- Suzanne :)
Thanks to Claire for saving your embarrassment.
Claire was a very polite,helpful and efficient agent. She took the problem and made sure it was dealt with. I received written confirmation of the action taken. Please congratulate her on her performance.
I would also like to say your accounting system is poor and on several occasions in the last 2 years I have had to query the logic of the bills you send. Thank goodness you have people like Claire to resolve account issues.
23 July 2026
Reply from EDF
Hi Rik, Thanks for taking the time to share your experience. It's wonderful to know Claire took ownership of the issue, kept you informed, and ensured everything was resolved. We also appreciate your honest feedback regarding our billing processes and understand the frustration this has caused.- Many Thanks Suzanne :)
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