EDF UK: most-reported complaints
Automated analysis of 3,614 public Trustpilot reviews published 2026-03-25 to 2026-09-26. TrustScore 4.8 from 258,869 total reviews — see the Trustpilot page. Quick answer: is EDF UK legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that EDF UK's support is unhelpful or unreachable, with 330 and 112 complaints respectively. Billing errors are the second most frequent issue, cited in 191 cases, and this trend is rising. Account and app problems were reported in 53 instances. These issues account for the majority of the 666 complaints identified in the analysis period.
How to reach EDF UK
These are the contact details EDF UK publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2014-05-21, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 7 of 42 in Energy Supplier. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Citizens Advice (Q4 2025): 2.6★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2024): 2.74★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2023): 2.39★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2022): 3.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2021): 3.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2020): 4★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2019): 4.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 4.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2017): 3.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 2.19★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2024): 2.74★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2023): 2.94★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2022): 3.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 3.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2020): 4.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2019): 4.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2018): 3.95★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2025): 2.74★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 2.41★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2023): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2022): 3.5★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2021): 4★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2020): 4.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 4.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2018): 4.05★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 2.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2025): 2.74★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2024): 2.06★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2023): 3.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 3.6★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2021): 3.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2020): 3.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 4.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2018): 3.85★ Citizens Advice customer-service rating. source
Ofgem (Q4 2025): 1043 complaints per 100,000 customers. source
Ofgem (Q4 2024): 1369 complaints per 100,000 customers. source
Ofgem (Q4 2023): 2295 complaints per 100,000 customers. source
Ofgem (Q4 2022): 1887 complaints per 100,000 customers. source
Ofgem (Q4 2021): 1400 complaints per 100,000 customers. source
Ofgem (Q4 2020): 1568 complaints per 100,000 customers. source
Ofgem (Q4 2019): 2341 complaints per 100,000 customers. source
Ofgem (Q4 2018): 1962 complaints per 100,000 customers. source
Ofgem (Q4 2017): 2178 complaints per 100,000 customers. source
Ofgem (Q4 2016): 2223 complaints per 100,000 customers. source
Ofgem (Q4 2015): 2384 complaints per 100,000 customers. source
Ofgem (Q4 2014): 5341 complaints per 100,000 customers. source
Ofgem (Q4 2013): 4228 complaints per 100,000 customers. source
Ofgem (Q3 2025): 1174 complaints per 100,000 customers. source
Ofgem (Q3 2024): 1361 complaints per 100,000 customers. source
Ofgem (Q3 2023): 2562 complaints per 100,000 customers. source
Ofgem (Q3 2022): 1873 complaints per 100,000 customers. source
Ofgem (Q3 2021): 1671 complaints per 100,000 customers. source
Ofgem (Q3 2020): 1589 complaints per 100,000 customers. source
Ofgem (Q3 2019): 2287 complaints per 100,000 customers. source
Ofgem (Q3 2018): 2291 complaints per 100,000 customers. source
Ofgem (Q3 2017): 2406 complaints per 100,000 customers. source
Ofgem (Q3 2016): 2353 complaints per 100,000 customers. source
Ofgem (Q3 2015): 2639 complaints per 100,000 customers. source
Ofgem (Q3 2014): 4276 complaints per 100,000 customers. source
Ofgem (Q3 2013): 4646 complaints per 100,000 customers. source
Ofgem (Q2 2026): 966 complaints per 100,000 customers. source
Ofgem (Q2 2025): 1262 complaints per 100,000 customers. source
Ofgem (Q2 2024): 1934 complaints per 100,000 customers. source
Ofgem (Q2 2023): 2547 complaints per 100,000 customers. source
Ofgem (Q2 2022): 1484 complaints per 100,000 customers. source
Ofgem (Q2 2021): 1619 complaints per 100,000 customers. source
Ofgem (Q2 2020): 1262 complaints per 100,000 customers. source
Ofgem (Q2 2019): 2261 complaints per 100,000 customers. source
Ofgem (Q2 2018): 2235 complaints per 100,000 customers. source
Ofgem (Q2 2017): 2356 complaints per 100,000 customers. source
Ofgem (Q2 2016): 2533 complaints per 100,000 customers. source
Ofgem (Q2 2015): 2712 complaints per 100,000 customers. source
Ofgem (Q2 2014): 5011 complaints per 100,000 customers. source
Ofgem (Q2 2013): 5946 complaints per 100,000 customers. source
Ofgem (Q1 2026): 1047 complaints per 100,000 customers. source
Ofgem (Q1 2025): 1411 complaints per 100,000 customers. source
Ofgem (Q1 2024): 2303 complaints per 100,000 customers. source
Ofgem (Q1 2023): 1965 complaints per 100,000 customers. source
Ofgem (Q1 2022): 1572 complaints per 100,000 customers. source
Ofgem (Q1 2021): 1717 complaints per 100,000 customers. source
Ofgem (Q1 2020): 2200 complaints per 100,000 customers. source
Ofgem (Q1 2019): 2013 complaints per 100,000 customers. source
Ofgem (Q1 2018): 2259 complaints per 100,000 customers. source
Ofgem (Q1 2017): 2438 complaints per 100,000 customers. source
Ofgem (Q1 2016): 2506 complaints per 100,000 customers. source
Ofgem (Q1 2015): 4108 complaints per 100,000 customers. source
Ofgem (Q1 2014): 4614 complaints per 100,000 customers. source
Ofgem (Q1 2013): 7784 complaints per 100,000 customers. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 1,168 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E28/12 Toyota Prius Hybrid car - EDF energy challenge”, “Free £30 for EDF energy users”, “EDF Energy Are A Rip OFF”.
Elsewhere: 1.5★ on Google (220 reviews) · 4.6★ App Store (186,261) · 4.4★ Google Play (50,728) — a 3.3-star gap between its Trustpilot and Google scores.
TrustScore over time
4.8 → 4.8 across 15 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 0.3d) · 2026-08-15 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (99%, 0.3d) · 2026-08-27 (100%, 0.3d) · 2026-09-01 (99%, 0.3d) · 2026-09-04 (100%, 0.3d) · 2026-09-07 (99%, 0.3d) · 2026-09-10 (100%, 0.3d) · 2026-09-13 (100%, 0.3d) · 2026-09-16 (100%, 0.3d) · 2026-09-20 (100%, 0.3d) · 2026-09-23 (100%, 0.3d) · 2026-09-27 (100%, 0.3d).
Severity: 29% of this company’s 666 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.7 days between the experience and publishing their negative review (911 reviews record both dates).
EDF operates in 2 markets we track — compare its complaint mix by country.
Official record vs what reviewers say
Solid: OFGEM complaints per 100,000 customers, Q1 2013 to Q2 2026 (88 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Regulator enforcement
- OFGEM, 2012-05-28 — a nominal penalty (the substantive remedy is set out in the notice) — The Authority has confirmed its decision to impose a financial penalty on EDF for its failure to comply with SLC 23, SLC 25 and SLC 27 of its electricity and gas supply licences. (notice)
- OFGEM, 2011-08-16 — Ofgem has closed its investigation into whether EDF might have breached Consumer Protection Regulations. (notice)
- OFGEM, 2010-06-01 — The Authority has confirmed its decision that EDF breached its customer service obligations. EDF has made consumer redress payments of £200,000. (notice)
- OFGEM, 2009-11-03 — penalty of £2,000,000 — The Authority has confirmed its decision to impose a financial penalty on EDF. (notice)
Formal action published by the named regulator. Penalty figures are quoted as the regulator stated them; where no figure is shown the action carried none or none was published. Historic actions may predate current management or ownership.
Independent findings
Which?’s 2026 energy supplier survey scored EDF UK across 15 published metrics.
- complaints performance: 7/15
- accurate payments: 2
- clarity of statements: 2
- contacting your supplier: 3/12
- customer communications: 2
- customer score: 65
- ease of contacting: 2
- overall customer service: 2
- smart meters: 5/10
- supporting customers who need it: 9/10
- switching: 1/5
- total score: 58
- usefulness of communications about energy costs: 2
- value for money: 2
- which assessment score: 50
The Advertising Standards Authority has upheld 2 complaints about this company’s advertising:
- 2025-08-06 (Search (paid)) — A paid-for Google ad for heat pump installation omitted material information about the eligibility criteria for government funding available for installing the pumps.
- 2025-02-19 (Radio) — A radio ad was misleading as it omitted information and didn’t make the basis of the claims made in the ad clear.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
complaint process: same team every time
“When you get in touch, you’ll speak to the same team every time – people who know your problem and your account.”
complaint process: regular updates
“If it’s a bit more complicated, we’ll dig into what went wrong and why. While we work it out, we’ll keep you in the loop with regular updates”
complaint process: same specialist
“If you email, you’ll be connected to the same specialist you first spoke to”
complaint process: team member who knows about complaint
“If you call in, we can’t guarantee you’ll speak with the same person, but one of their team members who knows about your complaint, will help you.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 849 negative reviews that received a public reply, the median wait was 0.4 days — the company profile reports an average of under a day.
Reply quality: of 849 company replies to negative reviews analysed, 54% engaged with the specific problem and 41% were generic templates.
What employees say
Employees rate EDF UK 4.1★ overall from 1,489 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2902 company-invited reviews in the recent window average 4.83★, while 97 organic (uninvited) reviews average 2.82★.
23% of its 2627 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 50% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 88,734 of this company’s 258,869 Trustpilot reviews (34%) were written in the last 12 months.
What are the most common complaints about EDF UK?
Support unhelpful
330 reports · 50% of complaintssteady“they sent post of final bill too wrong address then i had a letter of debt agency saying i owed money”
The company replied on 2026-07-31: “Hi Jonathan, I’m really sorry to hear about the issues you’ve experienced — this isn’t the level of service we want for any of our customers, and I completely understand how frustrating this must…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“repeated automated debt collection text messages warning of legal action”
The company replied on 2026-07-28: “Hi, We're sorry that you've felt ignored while trying to resolve your billing concerns. We understand how stressful this situation must be and apologise for any distress caused by the communications…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I then received a bill on June 22nd for the previous months usage of...wait for it....£614.62 pence which amounts to around a full year of energy use.”
The company replied on 2026-07-27: “Hello Pete, thank you for sharing your experience. I am truly sorry to hear about the distress and anxiety this situation with your bill and faulty meter has caused, especially given your health…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Billing errors
191 reports · 29% of complaintsrising since 2026-08“they sent post of final bill too wrong address then i had a letter of debt agency saying i owed money”
The company replied on 2026-07-31: “Hi Jonathan, I’m really sorry to hear about the issues you’ve experienced — this isn’t the level of service we want for any of our customers, and I completely understand how frustrating this must…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“repeated automated debt collection text messages warning of legal action”
The company replied on 2026-07-28: “Hi, We're sorry that you've felt ignored while trying to resolve your billing concerns. We understand how stressful this situation must be and apologise for any distress caused by the communications…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I then received a bill on June 22nd for the previous months usage of...wait for it....£614.62 pence which amounts to around a full year of energy use.”
The company replied on 2026-07-27: “Hello Pete, thank you for sharing your experience. I am truly sorry to hear about the distress and anxiety this situation with your bill and faulty meter has caused, especially given your health…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Support unreachable
112 reports · 17% of complaintssteady“They sent it to a debt collector, had it effect my credit rating whilst not replying to me at all”
The company replied on 2026-08-24: “Hi there, We're sorry to hear about your experience. Please email your address, postcode, and account number to [email protected] so we can investigate your concerns and review your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they bill me peak rate for overnight electricity use.”
The company replied on 2026-08-24: “Hi, I'm sorry to hear about your concerns. Following on from our phone call I've reached out to you via email to discuss this matter further and investigate the issue you've raised. Kind regards, John”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“it took from July until November before my smart meters were finally installed”
The company replied on 2026-08-05: “Hi Theo, I'm truly sorry to hear about the incredibly frustrating experience you've had with your account. I've reached out to you directly to discuss your concerns in more detail and to work towards…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Account/app problems
53 reports · 8% of complaintssteady“after taking my details they advised they are unable to help and I would have to call back tomorrow. I told them in that case they should call me back as I had called pre their emergency hours.”
The company replied on 2026-08-21: “Hi Biren, we're sorry to hear about your experience and appreciate you taking the time to share your feedback. Please can you email your details to [email protected] so we can access…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“When I top up my meter using the app, on many occasions it doesn't register”
The company replied on 2026-08-06: “Hi Laura, I’m really sorry to hear about the issues you’ve experienced — this isn’t the level of service we want for any of our customers, and I completely understand how frustrating this must have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Made up fraudulent bills”
The company replied on 2026-08-06: “Hi David, We always endeavour to deliver a first-class service and I'm so sorry that this has not been your experience which has caused your 1* review. We will contact you directly to resolve this…”
Our classifier read this reply as a template response.
Missed appointments
53 reports · 8% of complaintssteady“on both occasions they did not turn up with no reason provided”
The company replied on 2026-08-10: “Hi John, We're very sorry to hear about the ongoing issues with your smart meters and the missed appointments. This is certainly not the service we aim to provide, and we understand your frustration.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Each time it was not resolved. How can you leave customers without any power at all!”
The company replied on 2026-08-10: “Hi Jacqui, Thank you for bringing this to our attention. We're sorry to hear that you were left without power and that the service you received did not meet expectations. We're pleased to see that…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“edf invoice me with very expensive rate for the electrical supply”
The company replied on 2026-08-05: “Hello, we are truly sorry to hear about the incredibly frustrating and prolonged experience you've had with your account. We understand how challenging it must be to feel unheard and to face ongoing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Aggressive collections
31 reports · 5% of complaintssteady“they sent post of final bill too wrong address then i had a letter of debt agency saying i owed money”
The company replied on 2026-07-31: “Hi Jonathan, I’m really sorry to hear about the issues you’ve experienced — this isn’t the level of service we want for any of our customers, and I completely understand how frustrating this must…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“repeated automated debt collection text messages warning of legal action”
The company replied on 2026-07-28: “Hi, We're sorry that you've felt ignored while trying to resolve your billing concerns. We understand how stressful this situation must be and apologise for any distress caused by the communications…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“They sent it to a debt collector, had it effect my credit rating whilst not replying to me at all”
The company replied on 2026-08-24: “Hi there, We're sorry to hear about your experience. Please email your address, postcode, and account number to [email protected] so we can investigate your concerns and review your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare EDF UK with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.