Guides › Energy and Water Bills › EDF Compensation: Guaranteed Standards
EDF Compensation: Guaranteed Standards
Consumer Protection UK is independent and is not connected to EDF. EDF's guide to service standards says it pays £40 if it misses an appointment, does not investigate a meter fault in time, sends your final bill more than 6 weeks late, or does not refund your credit within 10 working days. If your network loses power for more than 12 hours in normal weather, the distributor pays £95 for a home.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
EDF's Guaranteed Standards
Supplier Standards
EDF's guide says it pays £40 for a missed appointment or one cancelled with less than one working day's notice; for credit and smart meter faults not investigated within 5 working days; prepayment faults within 3 hours on weekdays or 4 hours at weekends; reconnection not within 24 hours; switching not within 5 working days; a final bill not within 6 weeks; and a credit refund not within 10 working days. An extra £40 is due if compensation is not paid within 10 working days. source
Power Cuts
EDF's guide says electricity distributors pay £95 to a home if supply is not restored within 12 hours in normal weather, plus £45 for each further 12 hours, usually within 10 working days. The guide says the standards are summarised there and set out in full in the regulations. source
If It Is Not Put Right
The Energy Ombudsman
If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source
The 12-Month Back-Billing Limit
Energy suppliers generally cannot charge you for energy used, or standing charges, more than 12 months before the new bill, unless you were already billed for that amount. This covers households and microbusinesses. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksEnergy complaint to the Energy OmbudsmanAfter 8 weeks with no resolution, or on receiving a deadlock letter
- 12 monthsEnergy back-billing limitGenerally 12 months before the new bill
Steps to Take
Step 1 of 4
Check which standard was missed and the date, for example a missed appointment or a late final bill.
Step 2 of 4
Check your account for the £40 credit. If it has not arrived within 10 working days, contact EDF. Our free letter templates can write it for you.
Step 3 of 4
If you are still unhappy, make a formal complaint in writing.
Step 4 of 4
After 8 weeks, or a deadlock letter, go to the Energy Ombudsman, which is free.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
EDF Customer Service
Start here if a payment is missing. Keep the dates.
Your Energy Supplier's Complaints Team
Always start here, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Payments are usually credited to your energy account. Keep a note of the date of each missed standard.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- edfenergy.com/sites/default/files/2024-04/R863%20Guide%20to%20Service%20Standards%20AW9_V2_1.pdf Checked 12 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026