All credit refunded and £90 compensation paid for being kept for waiting over 30 working days . I contacted the BBC consumer programme You and Yours , and due to their efforts I received an apologetic call from Head of Customer Services at Bristol Energy yesterday. My advice to anyone else waiting to be repaid- contact a consumer programme and suddenly there will be a bit of long awaited action.

take weeks to reply to emails can`t keep blaming covid not good enough

If I can give 0 star honestly I will I’m have been trying to call BE for the past 3 days now everytime I am number 12 or number 10 in the queue and when I’m reaching closer to number 1 they hang up reply I’m getting frustrated all I want to do is speak to customer service to change my traffics and find out how much I owe them. At this rate il just change to another company and they can deal with each other

THREE YEARS RUNNING, NOW. CUSTOMER SERVICE, PRICING. ALL IS GOOD.

Generally very good, very easy to deal with and quick to respond when we have a query or issue. But like all energy providers, they are too keen to increase the monthly Direct Debit 'automatically' when it does NOT need to be increased. We keep our account well in credit anyway, but have had to make contact to adjust back down our monthly DD payment after an 'auto increase' on at least 3 occasions now since we moved to Bristol Energy 4 years ago, but they have always been quick to respond and rectify. It's just tedious having to go through this pantomime every so often. BUT, having said that, in our experience, they are miles better than EDF & nPower (previous experience with both!). We would never move back to one of the big 6!

As I am no longer a customer of BE this cannot be logged as a complaint. Simple to solve, send me my money and close the case.

I would give them 0 stars if I could. joined them at the start of the year, service was so poor and replies to messages took weeks so I decided to change companies, now they owe me money and have lied to me telling me a cheque is in the post then telling me it takes 10 days then telling me it takes 15 days, now they don't answer the phone anymore. Please do not join this company, they will waste your time and cost you money, read the reviews on their facebook page also.

Smooth and effective transfer into another competitive fixed energy deal.

I’ve been with Bristol Energy for some years now, cause they’re the best price. If it was service based I would have left some time ago. The communications are so poor and long winded to make them virtually useless. I was in credit by about 3 months payments and the process to get a refund was mind numbing. Eventually they gave me a token by way of apology. Very poor, delays in responding and just generally being fobbed off. I now find my monthly payment has gone up 26%! This despite being yet again three months in credit. I’m seriously thinking that I need to change supplier for my sanity. Edit: Amazing, the very next day I get a detailed response from Bristol Energy explaining how they calculate my monthly payment. Like I don't already understand what they put on my bill Strange how they can respond immediately to a public negative review but take weeks to reply to normal emails. Anyway I've had my say now I'll vote with my feet and look elsewhere for a supplier.

Very helpful staff,when I had to change the name on the account because my husband had passed away

Awful They change the directs debits on a whim with no warning

Struggled with logging in from a new device. Got locked out of my account. Telephone help was so good, access granted, and so speedy. You are not perfect, but on that occasion you came close. Please keep the telephone access for the less able among us.

Very good and quick to answer any questions

Absolutely the worst company I have ever had the misfortune to deal with. I won’t go into too much detail as it’s a story that has been repeated numerous times throughout these reviews but essentially received an email from Bristol Energy early in the year stating that they would be increasing my monthly direct debit (by 40% even though the account was in credit). This was the spur to switch energy supplier and so I did at the beginning of July. I am now due a refund of approximately £180 and have been waiting quite a while now for it. The old “the cheque is in the post” routine is beginning to wear a bit thin. Avoid like the absolute plague as they are just woeful. Cue generic “as you haven’t left your account details I am unable to look into this please ring….” response from one of BE’s representatives. I’m sorry but I’m not leaving account details on a public review website. Here’s a plea, just be better, refund all the people on here who are rightfully due the money you owe them, it shouldn’t be this hard

When we moved into our flat, over 2 years ago it already began with a rocky start giving card details over the phone to set up a direct debit then a few weeks go by with no contact, call up again to find out there is no record of that call at all and starting from scratch. Within our time living in the flat (2 people full time working) our bill doubled with no explanation of why or visit to check if there was any type of fault. 2 years later we moved out from the flat last year to move into a house, months later my first contact from bristol energy was a debt collection company, which I was completely unaware of to say that we owe hundreds of pounds. Again like many people on here, after various waiting on phone calls for (30+ mins) and emails with no response for weeks, I agree to a payment plan although there unable to set-up a direct debit so I have to manually pay in the money the same date every month. Whenever this was over a day late our account was automatically transferred to debt recovery agency who relentlessly call 7 days a week even when mentioned that I am in contact with Bristol Energy resolving this issue directly. I then got so frustrated I went to pay the remaining balance to cease contact forever, Again after wasting hours at this point on hold over the phone, I gave my details to pay the outstanding balance and have my account closed. THEN sometime on from that I get an email from another debt collection agency working on behalf of bristol energy to COLLECT THE FINAL BALANCE At this point I am in an active email conversation where no-one has offered any resolution or even acknowledged the complete waste of my own time on this whole process. I have absolutely no confidence in making any payments over the phone. In summary quite possibly the worst company I have ever had to deal with and would recommend they get investigated.

Account 200393526 I have little to no faith in Bristol Energy. I have struggled from the beginning to provide a meter reading. I tried ONLINE as told to do, it said it didn't have my meter number. I tried via the Phone system and submitted a reading but again it failed. I rang on the 3rd September 2021 (had to wait for 34 mins before speaking to someone). I gave the meter reading and was told it was logged but yet 4 days later it is still not showing on the Website Interface so not allowing further readings. I rang again today (45 mins wasted) only to be told by the person that there is nothing she can do about the Portal, I have to wait AT LEAST 10 WORKING days for responses to emails, (so over 2 weeks) despite this not being told on the website. It was a complete waste of time and the fact remains that the Website is WRONG and nothing is being done about it. So how are customers supposed to operate their accounts???? ** UPDATE ** Got a poor response back from Bristol (as you can see below). No apology for long wait times. No apology for emails not responded too. Nope instead just excuses. If there is a validation process then why isn't this mentioned? Why send me an email and tell me to submit a meter reading when your Portal won't accept it? Why was my meter reading submitted via the phone system not logged? I submitted my first meter reading on the 26th August and it took until 7th September to appear anywhere seen by me. So it appears Bristol Energy think that is perfectly okay to take 11 days for meter readings to appear. 2 weeks for email responses and long holds on the phone to get to speak to a human. They have no idea at all about customer care, non!! You have been warned.

Did you read my complaint…..err I don’t have an account with you so no need to log anything on my account. I decided not to go ahead with switching to you due to your non existent customer service. And perhaps instead of writing generic, banal responses to your countless negative reviews you would be better off manning the telephone and responding to and resolving some of these complaints. It is simply not good enough to say we are busy and there is a backlog, if someone patiently waits for 45 minutes on the telephone to speak to you then the least you can do is answer the phone, it is quite simply inexcusable. Senior management need to look at these issues as a matter of urgency rather than paying someone to respond with weak, pathetic excuses. Something is clearly dreadfully wrong….

I'd give zero stars if I could...and I have only just moved to them! They sent an email asking me to submit a meter reading except it seems I have an old account and every time I try to log on it takes me to my old account and says it's too early to submit a reading (the account is for another property and over three years since they stopped supplying). So I rang customer care...three times and three times they hung up after I had waited in the queue for ages...today I waited for just under 50minutes only to have silence when it was finally my turn and eventually it took me to their rating section. I have just emailed them to say I shan't be moving to them after all. Appalling...avoid at all costs

Trying to get through to anyone is a nightmare still without an electric key cants submit readings wish I had never switched will be going with a different provider. You're kept on hold and when do get through to anyone they cut you off. Avoid as full promises when they sign you up but reality is they are a right shambles of a company.

I left Bristol Energy recently and received my final bill which was too much for me to pay in one go. I contact them by email advising I’ll split the bill in three and pay over the next few pay days. I’ve already made the first payment. Since then I’ve had no response and repeatedly been sent emails and texts bordering on harassment stating I haven’t contacted them and implying they will pass on my account to their “partners”. I’ve tried to call and been left on hold forever. I’m now on my 4th email to them without response. If they are so behind with email communication they really shouldn’t include the email as an option. It’s not my fault if they are busy. Being busy shouldn’t result in me being accused of ignoring the bill or trying to do a runner. Unacceptable