Today I got fed up with EDF because they sent us a letter telling us
off for not paying the bill they invented for us (basically inventing
a new meter reading for 13 months ago which meant we'd owe them £100).
I tried to phone but staff had gone home early because of the weather
(fair enough really). So instead I guessed what the director of
customer service's direct email address would be and sent my complaint
to him, because the letter purported to be from him.

And I got a reply from him, at 11pm on a Thursday, which was very
apologetic and sincere. And suddenly I feel a whole lot happier about
EDF, and even feel a little guilty for complaining. And also
forwarding my email to Which?.

So there you are now.