EDF Energy's public terms include 35 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Switch completion date and contract date are both knowable/public facts an agent can compare.
“When you agree a valid contract and we have all the information needed to start your switch, we will complete your switch within 15 working days... If we don’t follow the above we’ll give you £30 compensation.”EDF Energy policy page, Switching
Contract end/move-out date is known and the 6-week deadline is simple to check against bill issue date.
“If you switch to a new supplier we will send you a final bill within six weeks of your contract end date... If we don’t follow the above we’ll give you £30 compensation.”EDF Energy policy page, Final billing
Outage time and restoration time are objective facts an agent can use to claim automatically-due compensation.
“If your electricity supply fails during normal weather... we will restore it within 12 hours... If we fail, we will arrange for you to receive £75 if you are a domestic customer or £150 if you are a business customer. You will also receive a further £35 for each additional 12...”EDF Energy policy page, Regulation 5 – Supply Restoration during Normal Weather
Notice date vs actual outage date is a simple factual comparison an agent can make and claim within the 1-month window.
“If we fail to give you 2 days’ notice or we switch your electricity off on a different day, then you can claim (within 1 month of the failure) £30 if you are a domestic customer or £60 if you are a business customer.”EDF Energy policy page, Regulation 12 – Notice of Planned Supply Interruption
This is paid automatically by the GT based on objective outage timing, needing only confirmation of dates.
“your gas supply is interrupted... you will be reconnected/gas will be available at your property within 24 hours. If the GT fails you will receive a payment of £30 if you are a domestic customer... and £30 for each additional complete 24 hour you are without gas up to a maximum...”EDF Energy policy page, GS1 – Supply Restoration
Notice date vs interruption date is a simple factual comparison, and the claim window is generous.
“your GT will inform you of the date they expect to interrupt you... at least 5 working days before the interruption occurs... If the GT fails and you inform them of their failure within 3 months of the interruption you will receive a payment of £20 if you are a domestic customer...”EDF Energy policy page, GS3 – Notice of planned gas supply interruption
Complaint date and response date are both objectively trackable by the customer/agent.
“the GT will respond substantively to your complaint within 10 working days of receiving your complaint... If the GT fails you will receive a payment of £20 and £20 for each succeeding period of 5 working days thereafter, up to a maximum of £100.”EDF Energy policy page, GS14 – Responding to Complaints
Request date and response date are objective and trackable without special evidence.
“the GT will issue a response within 5 working days. If the GT fails you will receive a payment of £40 and an additional £40 per working day thereafter up to a maximum of £250... and £500...”EDF Energy policy page, GS8 – Responses to land enquiries
Acceptance date and date offered are both concrete and comparable.
“it will offer a planned date within 20 working days for commencement and substantial completion of this work. If the GT fails you will receive a payment of £20 and an additional £20 per working day thereafter up to the quotation sum or £250 whichever is lowest.”EDF Energy policy page, GS9 – Commencement & completion dates (≤275kWh)
Agent can cite the missed/late-cancelled appointment date but must contact EDF as no self-serve claim form exists.
“If we don’t follow the above (or cancel or rearrange it with less than one working day’s notice) we’ll give you £30 compensation.”EDF Energy policy page, Making and keeping our appointments with you
Needs the original fault-report date to prove the 5-working-day window was missed.
“Within five working days of hearing from you, we’ll investigate to see if your meter may be operating incorrectly... If we don’t follow the above we’ll give you £30 compensation.”EDF Energy policy page, If your credit meter has a fault
Agent needs proof of when payment/agreement was made to start the 24-hour clock.
“we’ll reconnect you within 24 hours* if you do one of the following... If we don’t follow the above we’ll give you £30 compensation.”EDF Energy policy page, Getting your supply back if we disconnected you (Reconnection)
Requires tracking multiple sequential deadlines (20/20/21 working days) to prove a breach.
“If we find that we have switched you to us without a valid contract we’ll give you £30 compensation. If we don’t meet the timescales above we’ll give you £30 compensation.”EDF Energy policy page, Erroneous transfers
Requires tracking the original failure date plus the 10-working-day payment clock.
“If we owe you compensation, you’ll receive it within 10 working days of our failure. And if we don’t pay you this in that time, we’ll give you another £30 within 10 working days.”EDF Energy policy page, Payments and additional payments
Agent must know connection category and exact date all info/fees were provided to compute lateness.
“If we fail we will pay you a fixed amount for each working day we are late... Single LV service demand connection... £15 ... Other LV connections with LV works ... £65 ... HV works ... £135 ... EHV works ... £200.”EDF Energy policy page, Provision of Quotations (Connection Guaranteed Standards)
Needs acceptance/payment date to start the clock; agreed-date variations complicate calculation.
“If we fail to contact you we will pay you £15 for each working day we are late... If we fail we will pay you £35 for each working day we are late.”EDF Energy policy page, Making Contact to Schedule Work – Single LV/Small LV
Same timeline-tracking requirement as the small-LV equivalent but with different tiers.
“If we fail to contact you we will pay you a fixed amount for each working day we are late... Other LV £65 ... HV £135 ... EHV £200.”EDF Energy policy page, Making Contact to Schedule Work – Other LV/HV/EHV
Requires the specific agreed dates, which may be varied by either party, to establish lateness.
“If we fail to meet an agreed date we will pay you a fixed amount for each working day we are late... Other LV £25/£135/£135 ... HV £25/£200/£200 ... EHV £25/£270/£270.”EDF Energy policy page, Commencing and Completing Work – Other LV/HV/EHV
Agent must compile and submit at least four qualifying outage dates/times within a strict claim window.
“If your electricity supply fails... and you are without power for three hours or more, on four or more different occasions in any single year... you are entitled to a £75 payment. You must make a valid claim for this payment within three months of the end of the year to which...”EDF Energy policy page, Regulation 10 – Multiple Interruptions
Needs the exact notification timestamp to prove the 3/4-hour attendance window was missed.
“we will attend your premises within 3 hours on weekdays if you notify us between 7am and 7pm. At weekends and on bank holidays we will attend within 4 hours... If we fail we will arrange for you to receive a £30 payment.”EDF Energy policy page, Regulation 11 – Distributor's Fuse
Requires tracking the complaint date against two alternative deadlines (explanation vs visit offer).
“we will send you an explanation within 5 working days or offer to visit you to investigate within 7 working days... If we fail we will arrange for you to receive a £30 payment.”EDF Energy policy page, Regulation 13 – Voltage Complaints
Straightforward breach but still requires contacting the distributor since this is not an automatic payment.
“If we fail to make or keep an appointment we will arrange for you to receive a £30 payment.”EDF Energy policy page, Regulation 17 – Appointments
Requires knowing the exact engineering-work completion date, which may not be clearly communicated to the customer.
“your premises will be permanently reinstated within 5 working days of the completion of the engineering work. If the GT fails you will receive a payment of £50 if you are a domestic customer, and £50 for each succeeding period of 5 working days thereafter.”EDF Energy policy page, GS2 – Reinstatement of customer's premises
Requires proof of Priority Service Register status plus the interruption timeline, and an active claim within 3 months.
“you will be provided with alternative heating and cooking facilities within 4 hours, or if more than 250 customers are affected, within 8 hours... If the GT fails and you inform them of their failure within 3 months of the interruption you will receive a payment of £24.”EDF Energy policy page, GS3 – Heating and cooking facilities for priority domestic customers
Excluded if customer info was incomplete, so agent must confirm info completeness as well as the date.
“the GT will issue it within 6 working days. If the GT fails you will receive a payment of £10 and an additional £10 for each succeeding working day up to the quotation sum or £250 whichever is lowest.”EDF Energy policy page, GS4 – Provision of standard quotations (≤275kWh)
Requires matching the contract value to the correct payment tier/cap in the table.
“Where the GT has agreed a substantial completion date for a new connection or an alteration to an existing connection it will meet that date... you will receive a payment related to the value of the contract and a payment for each working day thereafter up to a maximum level.”EDF Energy policy page, GS11 – Substantial completion by agreed date
Needs the date the underlying compensation became due to compute the 20-working-day deadline.
“they will write to inform you (or your supplier) and make the payment within 20 working days of compensation becoming due. If the GT fails to contact you and make required payment in time you will receive a payment of £20 in addition to any payments made under the other...”EDF Energy policy page, GS12 – Notification and payments under the Guaranteed Standards
Requires matching the correct fault category (danger/traffic light/multi-unit/single-unit) to its specific timescale.
“Works to remove immediate danger... Attend on site within 2 hours ... £65. High-priority fault repair involving traffic lights ... Restore supplies within 2 calendar days ... £15 per working day late... Single-unit fault repair ... Restore supplies within 25 working days ... £15...”EDF Energy policy page, Unmetered Connections – Fault Repairs
Needs the date all information/fees were provided to start the 25-working-day clock.
“we will provide this within 25 working days from when you have given us all the information that we need and paid us any applicable fees... If we fail we will pay you £15 for each working day we are late.”EDF Energy policy page, Unmetered Connections – Provision of Quotations for New Works
Agreed date may be varied by either party, so agent must confirm the final agreed date before claiming lateness.
“We will complete the works on the agreed date. If we fail we will pay you £15 for each working day we are late completing the scheme.”EDF Energy policy page, Unmetered Connections – Completing New Works (New Site)
Requires the date of the underlying failure to compute the applicable 10-working-day payment deadline.
“If we fail to make the payment within the above timescales we will send you an additional £65.”EDF Energy policy page, Unmetered Connections – Notification of Payment under Guaranteed Standards
Customer/agent cannot know when EDF actually received the money from the distributor, making the breach hard to prove.
“We’ll make sure you get the money within the 10 working days after we receive it... If we don’t follow the above we’ll give you £30 compensation.”EDF Energy policy page, Getting compensation from electricity distributors or gas transporters
Requires a human/technical assessment of whether the quotation was actually 'inaccurate' under the accuracy scheme.
“If the quotation is found to be inaccurate or incomplete, we will make a fixed payment to you. We will provide you with a correct quotation and also refund you the amount of any overpayment you have made.”EDF Energy policy page, Quotation Accuracy Scheme
Determining 'inaccuracy' requires reference to the GT's own published accuracy scheme, effectively a human/technical judgement call.
“If the quotation is found to be inaccurate in accordance with the GTs published accuracy scheme, the GT will reissue you with a correct quotation and any overcharge paid will be refunded... you will be entitled to payment(s) under GS4, GS5 or GS6 until an accurate quote is...”EDF Energy policy page, GS7 – Accuracy of quotations
Final bill date and refund date are concrete facts an agent can compare to claim both the refund and £30.
“If your final bill is accurate and in credit when you switch supplier or move home we will refund this within 10 working days... If we don’t follow the above we’ll give you £30 compensation.”EDF Energy policy page, Credit balances
How to claim
Based on EDF Energy's public terms and policy pages, read on 2 October 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. EDF Energy's public terms include 35 promises that pay out or give credit when something goes wrong, including: £30 if switch isn't completed within 15 working days; £30 if final bill isn't sent within 6 weeks; Supply restoration credit for outages in normal weather (12hr); £30/£60 if planned interruption notice is under 2 days or wrong date.
It depends on the promise. The shortest deadline in the terms is 30 days, so claim as soon as you can. Each promise on this page shows its own deadline.
EDF Energy has a Promise Score of 86 out of 100 (excellent), ranking #1 of 77 UK companies and #1 of 9 in Energy.