Complaints procedure
We take all complaints seriously. If you're unhappy with any aspect of our service, here's how we'll resolve it.
1. Get in touch
Email us at info@edge-energy.uk or write to us at 3 River Court, Richmond, TW10 6QY. We'll acknowledge your complaint within 3 business days.
2. Investigation and response
We'll investigate thoroughly and aim to provide a full response within 15 business days. For complex matters, this may take up to 8 weeks — we'll keep you informed of progress throughout.
3. Escalation
If you're not satisfied with our response, you can escalate your complaint to the Energy Ombudsman — an independent body that resolves disputes between energy consumers and providers.
- Energy Ombudsman — www.ombudsman-services.org/energy
- Telephone: 0330 440 1624
- Address: P.O. Box 966, Warrington, WA4 9DF
Our full privacy policy, terms of business, commission disclosure, data protection, and complaints procedure.
Still need help?
If you have any questions or need further assistance, don't hesitate to reach out.
3 River Court, Richmond, TW10 6QY