Start feeling better about your energy with Blue+Price Freeeeze November 2016

Transcription

1 Start feeling better about your energy with Blue+Price Freeeeze November 2016 edfenergy.com EDF Energy is a trading name used by EDF Energy Customers plc, registration number whose registered office is at 40 Grosvenor Place, London SW1X 7EN, incorporated in England and Wales. EDF Energy Customers plc is the organisation responsible for carrying out the supply obligations for your gas or electricity supply (or both if you are a dual-fuel customer) EDF Energy Customers plc. All rights reserved Character under licence from BeatBots LLC. Correct at time of print: August 2013 R496.IH.AG.08/13.V2

2 Blue+Price Freeeeze November 2016 offers reassurance and protection Blue+Price Freeeeze November ,350 0 Fixed tariff Average annual bill for electricity and gas (see note 1) Electricity from a low-carbon source No termination fee Free UK-based call centres Protection against any unexpected increases until at least 30 November It s easier to budget and plan effectively by knowing that your prices will stay the same until at least 30 November No early-termination fee if you want to leave. Electricity from low-carbon generation (see note 2 below). 2 1 This figure is based on a national average of regional prices. It relates to the typical use over a year of those paying by monthly Direct Debit only. Typical yearly use is: 3,300 kwh electricity and 16,500 kwh gas for standard meters; and 5,000 kwh electricity for Economy-7 meters. It is current as of August Low-carbon electricity bought for Blue is supplied into the National Grid. Blue customers receive electricity via the National Grid, not directly from low-carbon generators. For more details on how our Blue+Price Freeeeze November 2016 works, visit edfenergy.com/bluefreeeeze. Terms and conditions apply - see edfenergy.com/tariff-info. 3

3 Managing your energy is easy with MyAccount As well as having the peace of mind of knowing your prices won t increase until at least 30 November 2016, you can also manage your Blue+Price Freeeeze tariff online using MyAccount. So you can really take control of your energy account (see note 1 below). Don t forget, unless you tell us otherwise, you won t receive paper bills with this product. Why using MyAccount makes sense Get your bills online which means less post through your letterbox. A contract tracker for new customers so you can follow the progress of your transfer. Give us your meter readings get a more accurate bill and help make sure you only pay for what you use. Online bill payment it s quick, safe and secure. Everything about your energy in one place your bills, messages from us, and information about what you ve used. Take control of your energy. For more information and to sign up, visit: edfenergy.com/myaccount By signing up to Blue+Price Freeeeze November 2016 and giving us an address, you agree for your account to be placed on paperless billing and communications. If you do not have access to online services or do not want to receive correspondence by , this tariff is also available by contacting our Customer Services team on and telling them that you do not have access or do not want to manage your account online. You may also opt out of paperless billing and communications at any time, by updating your preferences through the bill and contact preferences section within MyAccount or contacting our Customer Services team on We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts. 5

4 What happens next? If you re new to EDF Energy If you change your mind about switching to us, you have a 12-day cooling-off period from the date you sign or agree your contract, during which you can cancel your move. Just write to us at: EDF Energy, Freepost RRYZ-BRTT-CBJS, Osprey House, Osprey Road, Exeter, EX2 7WN. After your 12-day cooling-off period has ended, we ll start the process to switch your supply to us. It should only take about three weeks to transfer your supply. You shouldn t have to do anything. We ll write to confirm your new account number (or numbers) and the date your supply will start, as well as contacting your old supplier and agreeing your meter readings (see note 1 below). We re so confident that you will feel better being on Blue+Price Freeeeze November 2016 that, even after you have joined us, you can still choose to leave at any time and we won t charge you for leaving early. If you re already an EDF Energy customer, who s recently signed up to Blue+Price Freeeeze November 2016 Along with your confirmation letter or , this booklet will remind you of the features and benefits of this tariff. There s nothing else you need to do. Check your electricity supply area It s a good idea to see what supply area you re in using the map below. If you re not sure what region you re in, just call one of our advisers on our freephone number and they ll be able to help. It s We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts. P N G F M Electricity supply areas A B C D E F G H J K L M N P Eastern East Midlands London Merseyside and North Wales Midlands North East North West Southern South East South Wales South West Yorkshire South Scotland North Scotland If you ve asked for information about Blue+Price Freeeeze November 2016 D B The quickest and easiest way to sign up is online at edfenergy.com/bluefreeeeze or call us on We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts. K E A C H J L 6 1. If you re a new customer and choose to get both your electricity and gas from us, your supplies could start on different dates. If you re a current EDF Energy customer, you ll continue to be supplied on your existing tariff until we have processed your application. 7

5 Our Blue+Price Freeeeze November 2016 domestic energy prices Electricity prices are shown in the main body of the table. To find yours, look in the left-hand column and choose your area. Then look along the top to see which meter applies to you (Standard or Economy 7). Gas prices are in the far right of the table. Again, choose your electricity area from the left, and read across. Rates are shown with or. They re made up of a daily standing charge and the relevant unit rate (kwh). We explain the rates in more detail on page 9. Supply area Electricity prices (see notes A,B,C,D,E) Standard meter 1 Economy 7 meter 2 Daily Daily standing charge 3 Unit rate (kwh) Daily standing charge 3 Day rate (kwh) Night rate (kwh) Gas prices (see notes A,B,C,E) standing charge 3 Unit rate (kwh) Extra charges, discounts and notes All prices and supporting information are correct at the time of publication (August 2013). These prices will apply on your account once we have successfully registered you (see rules 2 and 3 of the full tariff rules). For more details, call us free on We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts. Extra charges and discounts A. There are no cancellation or early-termination fees associated with the Blue+Price Freeeeze November 2016 tariff. B. Customers paying by monthly fixed amount Direct Debit will receive a 6% discount on their energy Charges. Currently we will take this discount off their energy bill in line with how often we send bills. We work out this discount before any other discounts and VAT are applied. We can change how this discount is applied in the future, including by providing an equivalent discount by giving you an equivalent refund on the standing charge and an equivalent discount on the unit rate price. East Midlands Eastern London Midlands North East North Scotland North Wales and Merseyside North West South East South Scotland South Wales 18.90p 15.43p 18.90p 19.91p 7.22p 26.25p 4.471p 18.00p 14.69p 18.00p 18.96p 6.87p 25.00p 4.258p 18.90p 15.09p 18.90p 18.24p 8.45p 26.25p 4.584p 18.00p 14.37p 18.00p 17.37p 8.04p 25.00p 4.365p 18.90p 15.49p 18.90p 19.90p 7.28p 26.25p 4.649p 18.00p 14.75p 18.00p 18.95p 6.93p 25.00p 4.427p 18.90p 15.40p 18.90p 19.68p 7.12p 26.25p 4.583p 18.00p 14.66p 18.00p 18.74p 6.78p 25.00p 4.364p 18.90p 15.87p 18.90p 20.43p 7.41p 26.25p 4.535p 18.00p 15.11p 18.00p 19.45p 7.05p 25.00p 4.319p 18.90p 17.58p 18.90p 23.73p 9.26p 26.25p 4.423p 18.00p 16.74p 18.00p 22.60p 8.81p 25.00p 4.212p 18.90p 17.47p 18.90p 22.71p 7.96p 26.25p 4.594p 18.00p 16.63p 18.00p 21.62p 7.58p 25.00p 4.375p 18.90p 16.26p 18.90p 20.46p 7.68p 26.25p 4.576p 18.00p 15.48p 18.00p 19.48p 7.31p 25.00p 4.358p 18.90p 15.71p 18.90p 20.00p 7.25p 26.25p 4.519p 18.00p 14.96p 18.00p 19.04p 6.90p 25.00p 4.303p 18.90p 15.07p 18.90p 20.39p 7.69p 26.25p 4.429p 18.00p 14.35p 18.00p 19.41p 7.32p 25.00p 4.218p 18.90p 16.82p 18.90p 21.38p 7.52p 26.25p 4.506p 18.00p 16.01p 18.00p 20.36p 7.16p 25.00p 4.291p C. A dual-fuel customer will also receive a dual-fuel discount of 8.40 ( 8 before VAT) each year, no matter what payment method they use. We work this out each day and pay it to the customer s energy bill as part of the dual-fuel customer s bill in line with how often we send bills. D. An electricity bill saver discount is available to customers supplied by us in the South East, South West and London regions with no mains gas supply and who have an active electricity account. You will receive a discount equivalent to 8.40 ( 8 before VAT) each year, which we will pay to your account in line with how often we send bills. E. To pay by Direct Debit we need to agree a fixed amount to cover your energy costs. We ll do a review within the next year, and then annually after that. We may also do interim reviews though this isn t guaranteed. At each review we ll estimate your energy costs up until the date of your next annual review, based on what you ve used in the past, current prices, and whether you have any credit or debt on your account. To avoid changing it too often, your payment amount will stay the same unless our review shows it needs to change by more than a certain percentage to cover our estimate of your future energy costs. You can see what the current percentage figure is by going to the Direct Debit page of our website, at edfenergy.com/directdebit. That page also shows our current credit limit and debt limit. If you have a credit on your account that is more than our credit limit, we ll pay it to you once you give us a meter reading. If you have a debt that is more than our debt limit, we ll take it direct from your bank account. If we re going to change your payment amount or take a debt direct from your bank account, we ll let you know first. F. If you are responsible for making payments under a Green Deal Plan, we will collect those payments from you using the same payment method as you use to pay for your energy. Notes Some of these prices have been rounded. In some instances, more decimals may be shown on your bill. Prices are shown with or. We will charge VAT at the rate which applies for residential energy supplies. This is currently 5%. The prices shown in this booklet depend upon whether the existing metering at your premises is suitable. 8 South West Southern Yorkshire 18.90p 17.17p 18.90p 21.34p 8.09p 26.25p 4.617p 18.00p 16.35p 18.00p 20.32p 7.70p 25.00p 4.397p 18.90p 15.60p 18.90p 19.62p 7.06p 26.25p 4.760p 18.00p 14.85p 18.00p 18.68p 6.72p 25.00p 4.533p 18.90p 15.46p 18.90p 20.15p 7.24p 26.25p 4.471p 18.00p 14.72p 18.00p 19.19p 6.89p 25.00p 4.258p 1 Standard meter - This is the most common type of meter for electricity and gas. These meters display your consumption either using a mechanical clock, digital display or dial. 2 Economy-7 meter - Also known as E7, this is a two-rate meter for electricity (day and night - providing a cheaper rate seven hours a night which can provide savings on your account). These meters are often installed in properties without a gas connection and so the heating and hot-water supplies depend on electricity (for example, storage heaters). Night kwh will be supplied for a total of seven hours between 10pm and 8am (actual times set by the local network operator) and these will be charged at the night kwh rate. All other kwh will be charged at the day kwh rate. Please contact us if you need to find out your specific off-peak times. 3 The daily standing charges (where shown) are due per day and per meter whether or not you use any electricity or gas at your premises as supplied by EDF Energy. The prices shown in this booklet are only available for supplying gas and electricity to properties which are continuously lived in and only or mainly for domestic purposes within the areas listed opposite. The dual-fuel and monthly fixed amount Direct Debit discounts only apply to tariffs shown in this leaflet. The dual-fuel discount depends on you having both a supply of gas and electricity under an EDF Energy domestic supply contract. You will not receive the discount for any period where there is no concurrent supply (in other words, if the supply of one fuel has not begun, or the supply of one fuel ends but the supply of the other fuel continues). Where there are any changes to these prices or tariff structures during a billing period, we will amend the charges or tariff structures to take account of the number of days up to the date the price changes. The new charges will apply for the rest of the bill period. We may use estimated data in line with rule 9 of your full tariff rules. 9

6 Our fuel mix Blue electricity is backed by generation from a low-carbon source - nuclear power (see note 1 below). Nuclear Power stations generating electricity put less carbon dioxide into the atmosphere than other more carbon-intensive ways of generating electricity. We believe nuclear power is the nearest thing we have to high-volume, low-carbon electricity generation. Which is why we are the largest producer of nuclear power in the UK. We also use a mix of other generation methods. The table below shows our overall fuel mix, showing how we provided all our customers electricity in the period April 2011 to March 2012, and covers all our supply licences. For more information, visit edfenergy.com/oursustainabilitycommitments. We ve asked PricewaterhouseCoopers (PwC) to audit the controls over our low-carbon matching process, so you don t just have to take our word for it. EDF Energy Overall Fuel Mix UK Average Fuel Mix Coal Gas Nuclear Renewable Other C02 g/kwh Radioactive Waste g/kwh 27.6% 0.1% 69.1% 3.0% 0.2% % 40.7% 19.1% 9.2% 1.8% EDF Energy Blue products 2 0.0% 0.0% 100.0% 0.0% 0.0% EDF Energy Renewable products 3 0.0% 0.0% 0.0% 100.0% 0.0% EDF Energy Standard products % 0.1% 69.0% 2.9% 0.2% Contribution to our carbon emissions 99.5% 0.1% 0.0% 0.0% 0.4% Low-carbon electricity bought for Blue is supplied into the National Grid. If you are a Blue customer, you will receive electricity via the National Grid, not direct from low-carbon generators. Two companies in the EDF Energy group have active supply licences - EDF Energy Customers plc and British Energy Direct Limited. The information in the table covers the fuel mix for both licences for the period April 2011 to March For further information on EDF Energy s fuel mix and product labels, see edfenergy.com/products-services/fuel-mix. The figures for UK average fuel mix are provided by the Department of Energy and Climate Change (DECC). Our customers total electricity demand is met by electricity generated from our own UK power stations and bought directly from other independent power generators. We are a major supporter of independent renewable generators. Backed by nuclear electricity means that by the end of the fuel mix reporting year we will have gained an amount of low-carbon nuclear electricity that at least matches the total volume of electricity we estimate we have supplied to all Blue+Price Freeeeze November 2016 customers in that period. For more details on how our Blue+Price Freeeeze November 2016 works, visit edfenergy.com/bluefreeeeze. 2 Blue refers to Blue for Business and London 2012 Olympics & Paralympics (80%). 3 Renewable refers to Residential Green Tariff, London 2012 Olympics & Paralympics (20%) and specified business customers. 4 Standard refers to all other tariffs including CCL exempt supplies backed by Good Quality Combined Heat & Power or renewable source electricity. Together, our Blue, Renewable and Standard products form our overall fuel mix. 11

7 Important information Charges - The daily standing charge and unit rates of the tariff are set out in the rate card on page 8 and will apply until at least 30 November 2016 (the End Date ). Prices will not increase until the End Date. Low Carbon Matching - We will ensure that by the end of the Fuel Mix Reporting Year we will have obtained an amount of low carbon Nuclear electricity that at least matches the total volume of electricity we have estimated has been supplied to all Blue+Price Freeeeze November 2016 customers in that period, using the same method used to create our fuel label, which is described in the Electricity (Fuel Mix Disclosure) Regulations Closure - We will notify you between 42 to 49 days in advance of your tariff End Date. You ll be able to change supplier or choose a new tariff from our other available tariffs at that time. If by 30 November 2016 you haven t either chosen a new tariff with us or notified us that you will be leaving, then you ll automatically be transferred to our cheapest evergreen tariff available at that time for your meter type and payment method. Early Termination Fee - There are no cancellation or early termination fees associated with the Blue+Price Freeeeze November 2016 tariff. Discounts - The following discounts are available to you in the following circumstances: a. If you pay us by fixed monthly Direct Debit you will receive a discount of 6%. This will initially be applied as a separate 6% discount when your account bills, however we reserve the right to alter this in the future by providing an equivalent discount through a rebate on your standing charge and discount on your unit rate; b. If you take both gas and electricity from us at the same supply address you will receive a total discount of 8.40 pa. which will be calculated on a pro-rata basis and credited to your energy bills. Direct Debit - To pay by fixed Direct Debit we need to agree a fixed amount to cover your energy costs. We ll do a review within the next year, and then annually after that. We may also do interim reviews though this isn t guaranteed. At each review we ll estimate your energy costs up until the date of your next annual review, based on what you ve used in the past, current prices, and whether you have any credit or debt on your account. To avoid changing it too often, your payment amount will stay the same unless our review shows it needs to change by more than a certain percentage to cover our estimate of your future energy costs. You 12 can see what the current percentage figure is by going to the Direct Debit page of our website, at edfenergy.com/directdebit. That page also shows our current credit limit and debt limit. If you have a credit on your account that is more than our credit limit, we ll pay it to you once you give us a meter reading. If you have a debt that is more than our debt limit, we ll take it direct from your bank account. If we re going to change your payment amount or take a debt direct from your bank account, we ll let you know first. Supply Contract - The duration of your supply contract is evergreen, which means it will continue until it is terminated in accordance with Clause 4 of your supply terms and conditions, for example by either of us providing the correct amount of notice or for breach of contract. You can end this contract at any time within 12 days of entering into it by writing to us, ing us at CP@edfenergy.com or by phoning us on After that time you can still end this contract at any time by giving us 28 days notice, or by giving us two working days notice if you are moving address. Also, if we change any of our terms to your material disadvantage without your prior agreement you will be given the opportunity to end this contract and change supplier before the change takes effect. We will explain what you need to do and by when, when we notify you of any such change. However please note that under your terms we have the right to prevent you from ending your contract and/or changing supplier (for whatever reason) in the circumstances set out in our supply licence, including where there is outstanding debt on your account. Terms - Whilst we have tried to summarise above the terms that we believe might reasonably be of most significant impact, all the terms within our full terms and conditions are important and we appreciate that different customers may have different views as to what is of most significance to them. For this reason it is important that you have access to our full terms and conditions, a copy of which would have been provided to you when you originally joined us. To ensure this is the case, and for the purposes of full transparency, we will send you updated copies of our full terms and conditions at least once every 12 months. Please make sure you read these terms and if you have any questions regarding them please let us know so we can clarify these accordingly. Your full terms and conditions, tariff terms and conditions and your schedule of charges are made available to you at all times via edfenergy.com/tariff-info or by contacting us on Full tariff rules for Blue+Price Freeeeze November All customers (you, your) of EDF Energy Customers plc (we, us or our) who do no have any outstanding debt and who receive electricity only, gas or dual fuel via a Standard or Economy-7 credit meter are eligible to apply to transfer from their existing tariff to our Blue+Price Freeeeze November 2016 tariff. This tariff is currently not available to prepayment customers. 2. If you are one of our existing energy customers, after we have received and checked your registration confirming that you want to join our Blue+Price Freeeeze November 2016 tariff, we will update each of your accounts. We will write to you (by letter or , depending on your chosen communication method) to confirm which accounts have successfully been updated to reflect the Blue+Price Freeeeze November 2016 tariff and include your new tariff leaflet. You will not be able to benefit from any tariff rates connected with the Blue+Price Freeeeze November 2016 tariff on any account until you receive our written confirmation. 3. If you are a new customer, once you have completed our contract sign-up process (either online, over the phone or through an in-store sales process), we will send you a contract pack within five days confirming the terms that will apply and your prices. You can cancel this contract at no cost during the 12-day cooling-off period, which begins on the day you complete our sign-up process. If you do not cancel your contract during the cooling-off period, we will start registering your energy accounts with us and let you know when this has been completed. There are also no cancellation or early-termination fees associated with the Blue+Price Freeeeze November 2016 tariff. 4. The Blue+Price Freeeeze November 2016 tariff will come to an end on 30 November While you are supplied on the Blue+Price Freeeeze November 2016 tariff, you will not receive any further price increases until 30 November By signing up to Blue+Price Freeeeze November 2016, and giving us an address, you agree for your account to be placed on paperless billing and communications, and for us to create a user account for you on MyAccount (our web-based energy account management system). You will then need to log in to confirm your password and validate (confirm) your address before logging in to MyAccount. We will not send your bills and other communications by post, but will make them available online at edfenergy.com/myaccount (or any other website we may tell you about). Each time your bill is ready to view online or there is other important information about your accounts to view, we will send you an to the latest address you have given us. Even if you are a MyAccount user, we may still need to send certain information to you by post. If at any time you want to go back to paper-based billing and communications, please contact our Customer Services team on We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts. If you call us to choose paper-based billing and communications, and you then register or re-register for the MyAccount online account management service, we will place your account on paperless billing and communications. This means that we will no longer send your bills and other communications to you by post. However, we will make them available to you online at edfenergy.com/myaccount (or any other website we may tell you about). Low-carbon nuclear matching 7. We will make sure that by the end of the fuel-mix reporting year we will purchase an amount of low-carbon nuclear electricity that at least matches the total volume of electricity we have estimated that we have supplied to all Blue+Price Freeeeze November 2016 customers in that period. We will calculate this on the same basis as we have calculated our fuel label which we have to publish under the Electricity (Fuel Mix Disclosure) Regulations However, we will not be legally responsible if events beyond our reasonable control prevent us from achieving this matching in any single fuel-mix reporting year. A fuel-mix reporting year begins on 1 April and ends on 31 March the following year. 13

8 General terms 8. If you sign up to be supplied on Blue+Price Freeeeze November 2016 tariff, unless you tell us otherwise, we will transfer all your qualifying fuel accounts onto the Blue+Price Freeeeze November 2016 tariff rates. We have included details of the unit rates for this tariff in this leaflet or we will have given them to you with the Blue+Price Freeeeze November 2016 tariff supply contract. You can also get a copy by contacting us free on quoting Blue+Price Freeeeze November We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts. 9. Our Blue+Price Freeeeze November 2016 tariff rates will apply to all energy you have used from the date we apply the Blue+Price Freeeeze November 2016 tariff (or tariffs) to your account and until your accounts are withdrawn from the Blue+Price Freeeeze November 2016 tariff in line with these rules or your supply terms, for whatever reason. In these circumstances, the following bill you receive will show the charges for the period up to the withdrawal date (based on our Blue+Price Freeeeze November 2016 tariff rates) and the period after the withdrawal date (based on the new tariff you are placed on). If we do not have an accurate meter reading, we will rely on an estimated meter reading to work out the charges. If after signing up to our Blue+Price Freeeeze November 2016 tariff, you change energy supplier or (for whatever reason) take a supply on any tariff other than our Blue+Price Freeeeze November 2016 tariff, we will immediately and permanently withdraw you from the Blue+Price Freeeeze November 2016 tariff. 10. We will write to you between 42 and 49 days before 30 November 2016 to remind you that the Blue+Price Freeeeze tariff is coming to an end. You can choose one of our other tariffs that are available at that time, or choose a tariff from another supplier if you prefer. If you do not choose another tariff during this period, we will arrange for your energy accounts to be automatically transferred on 1 December 2016 onto our cheapest evergreen tariff available at that time for your type of meter and payment method. We cannot guarantee that when this transfer takes place our cheapest available evergreen tariff will be the same price as Blue+Price Freeeeze November To avoid any doubt, we will not increase your price until 30 November However, we will be allowed to change any other part of Blue+Price Freeeeze November 2016 full tariff rules at any time by publishing the amendments on our website. All these changes will apply from the date we publish the change on our website. If, by law, we have to make any significant changes to the full tariff rules, we will let you know about the changes in writing and in line with the conditions of our supply licence. We can withdraw the Blue+Price Freeeeze November 2016 tariff from sale at any time by telling our customers about this on our website. We will not accept any applications we receive after this date. 12. Registering for the Blue+Price Freeeeze November 2016 tariff depends on you accepting these full tariff rules. Please do not try to register for the Blue+Price Freeeeze November 2016 tariff if you cannot accept the conditions. 13. If you are on the Blue+Price Freeeeze November 2016, it will not affect our ongoing rights under the terms & conditions of your relevant gas and electricity supply contracts. You can find these at These will always take priority over these rules if there is any difference between the two. 14. If you want to pay for your electricity or gas by a fixed Direct Debit, we first need to agree the initial fixed amount needed to cover your annual energy costs. We ll review this amount within 12 months of the Direct Debit first being set up, and then on every anniversary of that date (the annual DD review date ). We may sometimes carry out a review before your annual DD review date (for example, if we receive a meter reading), but this isn t guaranteed. Whenever we review your Direct Debit, we ll estimate the cost of the energy you will use (that is, your estimated annual energy cost ) up to the date of the next annual DD review date. This estimate will be based on the amount of energy you have used in the past, energy prices at the time, and any existing debt or credit on your account. If your Direct Debit needs to increase or decrease by more than a set percentage (our specified percentage ) to cover your estimated annual energy cost, we ll let you know and make the necessary changes. To avoid changing your payments too often, we won t adjust your Direct Debit payment if it would result in an increase or decrease of less than our specified percentage. If, on the date we review your Direct Debit, your account is in credit by more than a set amount (our specified credit amount ), then we ll refund the amount you are in credit by once you ve given us your own meter reading. If your account with us is in debt by more than an amount known as our specified debt amount, we ll let you know and take the amount of the debt from your bank account. You can find our current specified percentage, specified credit amount and specified debt amount, together with more information on paying by Direct Debit, on our website at edfenergy.com/directdebit. Making a complaint If we ve let you down in any way, we re here to help you find a solution. If you d like to make a complaint, you can call our complaints team (8am to 5pm, Monday to Friday) on or, if calling from a mobile, Or, you can us at complaintresolutionmanager@edfenergy.com or write to Freepost RRYZ-BRTT-CBJS Complaint Resolution Manager, Osprey House, Sowton Industrial Estate, Exeter, EX2 7WN. If you re still unhappy, you can our Customer Services Director Executive team at CSDirector@edfenergy.com or write to Customer Services Director, Freepost RRYZ-BRTT-CBJS, Osprey House, Sowton Industrial Estate, Exeter, EX2 7WN. If you re still unhappy, you can contact the Ombudsman Services: Energy on (9am to 5pm Monday to Friday) Or visit for a free and independent review of your concerns. If the Ombudsman finds that we have not acted correctly, they will make recommendations on how we can put this right. This might include the following. An apology or explanation Compensation Any other relevant action To see our full procedure for handling complaints or to find out information on visiting one of our business premises, go to We may monitor or record calls to this number as part of our customer-care programme calls are free from UK landlines. Other operators may charge different amounts