Inherited Bristol Energy when I recently moved house in March. Since then they have not managed to update my bills to include my name on the account, so all communications are 'The Occupier'. I spent 20 minutes with one of their team running through all my details, but nothing came of it. I don't think they have any interest in keeping me as a customer as all they seem to want to do is send a flurry of confusing bills through, most of which just seem to figures plucked out of the sky. Have already changed to another provider, but I would not recommend Bristol Energy.

In January of this year Bristol Energy (BE) stopped my direct debit (did) with out giving a reason, I sent an e mail to them on the same day 22/1/21. E mail reply was this will take up to 10 working days. When there was no answer within their time frame, another e mail was sent. This continued until May and during that time, I had only three of the e mails answered by an advisor. (I won’t name these people) not to embarrass them. I also followed up the e mails with very long failed waits on the telephone. In May I got through to an advisor working from home, this person did set up a new (dd) This was followed by a huge bill from (BE) for their mistake in January. I followed this up with a letter of complaint outlining their mistakes and their very poor customer service. I also gave them a resolution too this huge bill. £1,400+. (BE) offered £100 for their mistake. To compound this problem they also failed too take money out of the new (dd) set in May due to so called technical issues with their IT systems and still today have not reactivated it. The one star I have given them is embarrassing, give the company’s failed customer services and not keeping too their own terms and conditions.

Their prices may have been reasonable but the customer service is dreadful. In May I informed them of a change of address and supplied a final meter reading, the account was in credit and they were given my new address. On 8 June they sent the refund cheque to my old address, I have never seen it. I phoned and was told they had to stop the original cheque and another would take 10 working days. That came and went and no cheque arrived. I phoned last week and was assured it would be with me by last Friday. Guess what, it still hasnt arrived. I have e mailed customer care but they dont bother responding. I have e mailed again today but wont wait with baited breath . This morning Bristol responded as follows. The way I read this they aren't sending another cheque until they have got round to investigating the whereabouts of the missing cheque. So the two people I have spoken to at Bristol were lying. Perhaps I misunderstand. One thing I do know is I haven't had the cheque and if they were so incompetent as to send it to my old address then that is there problem. If I had been as bad at paying my bills as they are at refunding they would soon have taken action. If anyone is looking for an honest energy supplier look in a different direction to Bristol. The statements on the website are a joke, they do not communicate with customers. They ignore them in the hope they will go away.

I live alone and have 1 TV, 1 laptop, 2 phones and never cook as I have a food allowance for work - I still work at home and away from home. My life hasn't changed other I am going away at weekends again now. (I can assure them I've not used the heating since May too) My direct debit is going up from £35 to £152pcm. Apparently it's "very normal with all that's going on". My life hasn't changed other than I stay away from home more. I've had to the the CS person I need to hang up because the stress is making me physically sick. I called the line for struggling to pay my bill - I was told if I believe there is a fault I need to pay to have tests done as it looks normal to them. Imagine if I actually watched much TV and cooked!!!! I have LED lights, LED TV and an economical fridge freezer. I've gave meter readings too. Reporting to the ombudsman.

after receiving email from bristol energy explaining my bill payment was going up i gave them a call spoke to a gentleman called david A he was absolutely fantastic and explained that payment was worked out wrong and that will decrease to the correct payment i m happy with the outcome.

After three and a half months and 12 calls to resolve our gas smart meter not working and to be replaced I’m still being given the runaround.

Switched by 3rd party company & initially was not impressed. The guy who dealt with my unnecessarily complicated issues was so marvellous that I felt compelled to write this review. David A, the ex soldier was beyond excellent in every manner. He was precise, professional, clear & empathetic to a standard that nobody could possibly fake! Refreshing to deal with an engaging knowledgeable gentleman. They're few and far between these days!

why have I been waiting 12 months for smart meter installations ?

Had to chase up an overpayment which went on over the course of a month. Everybody that I spoke to was exceptionally helpful, particularly the last agent I spoke to called David Ayres who went above and beyond to resolve my issue. Many thanks Mr Moseley *update 13th August* Turns out payment has still not been processed and agent I spoke with today had no clue when that would be likely. Such a disappointment.

Excellent range of tariffs at extremely competitive prices however there customer service is abysmal. It's virtually impossible to speak to someone and call backs never happen which is very frustrating

A very big drop in monthly payments at the start. But overall in the long-term may not be the best move. 1.Bristol energy cannot read my gas smart meter, 2. Cannot see usage on a PC by logging in (need to install app on phone,) 3. Monthly payments almost doubled after the first year,

So far so good easy to talk to

Bristol energy provides very competitive price for energy To this they have sacrificed some customer service The amount and cost of energy is assessed for payment of monthly direct debit this can result in the company having a health amount of customers money most of the time

I’m very disappointed with Bristol energy - you wait for ever to get through then their advisers tell you one thing and do something entirely different - communication is impossible - they are a shambles - Grenville Jones - Bath

Completely incompetent. Since the acquisition of Bristol Energy, the service and competence has declined catastrophically. Many, many complaints but for one: they seem quite unable to set up and administrate a direct debit. This has little or nothing to do with Covid, since BE staff have worked effectively from home. The new outfit is a shower.

Closed my account with them on the 7th June. 9th June sent final bill which said refund will be in my bank within 10 working days, here I am on the 19th July and I still don't have my £132 refund. I've just been told, again, that it will be in my bank tomorrow. Day 26, still not arrived?

We have been with Bristol Energy for the last 2 years and this one will be our third. I went through all the motions; comparison sites up to my eyeballs. A very time consuming exercise. The prices and various issues/schemes can change in the blink of an eye. When I actually worked out kilowatt hours + standing charges, like for like, I was amazed to see how we the consumers are being taken for a ride. Anyway, having a good agent Bristol Energy who understood arithmetic vs 'monthly payments', I ended up paying almost the same going forward AND I got a fixed price for two years AND NO EXIT FEES! Well done Bristol Energy, keep this up and Together (yes, a pun intended) you will become 1 of the big 5 and I'll become a lifetime customer. Very happy with Bristol Energy and yes I'll recommend them to anyone who knows their arithmetic!

I have been a customer for the past two years. I am disappointed by the size of the price rise for the next fixed price as it seems unjustified. The offer made to me first was even worse and was sharp practice. If I didn't have the earlier offer in writing I would have gone elsewhere.

Changed supplier back in may just based on price alone. Am still waiting for a refund of unused credit from them. Not quick to answer emails if at all. They sent me an email themselves telling me they would refund the money in 10 working days, still waiting 2 weeks later. Customer service is not so good, now told it will be a cheque, even though I paid by direct debit. Am awaiting a call back, could be a while! It would appear this is the quickest way to get a response from them. Rather than go through them directly where others can not see how badly they are doing. I will not add more details personal to my account. I am still waiting for the call back I was told to expect

Great team to work with .prices fe very good and so easy to deal with,great service