Great company with friendly customer service and a exceptional mobile app which has helped me save lots of energy!

Absolutely extortionate when i live on my own and im barely in my house. Questioned the extent of these bills numerous times and had limited response. Asked for a smart meter on numerous occasions and I’ve heard absolutely nothing back. Useless service

I have contacted BE on a number of occasions re my overpayments. I am in credit on a regular basis by over £150. Their statement that they review payments and will alter Direct Debits if necessary is a joke. Their algorithm clearly only checks for people who owe them money! I have now resorted to writing on here to shame their poor customer care department.

Excellent customer service. Always prompt replies and friendly attitude. Very clear bills, reminders and communication regarding when meter readings are due and bills have been issued.

The awful customer service continues. I have moved my supply away from BE in July because of shockingly poor customer service. I have been requesting a statement of account for 4 weeks as I no longer get bills. I have sent numerous emails, attempted to contact them by phone but with no joy. There are far better utility supplies out there as I found out when I switched in July. Avoid this company.

Where to begin, my experience with Bristol Energy has been poor from start to finish. I only spent a year with Bristol Energy from June 2020 to June 2021 and it hasn't been a pleasant time. My direct debit was set up and we were all good to go. Money came out of my account with no issues, except that every bill I received I would go into more debt, with the mention that my direct debit may increase. This happened numerous times with statements saying my bill may be increased, but no action taken. We decided to leave for Octopus energy, as I've been recommended by friends and family at the end of our 12 months. This was when everything began to get even worse. The final bill from Bristol Energy estimated that my electric usage was 4000kw more than the readings I submitted were, raising my debit to over £1000. I put the challenge in and was told this would be dealt with within 10 weeks. This date came and went, I randomly received an email in October, 5 months after I left B.E to say that I owed them money, not to mention that the bill still wasn't updated to show the successful challenge. As Bristol Energy never changed my direct debit, this caused my account to be £500 in debt once the final bill was updated. This is an issue that could have been resolved if my monthly amount was increased, this was made worse by one of the colleagues I spoke to saying your direct debit should have been increased as soon as your account went into debit. When I phoned up and finally fixed the bill to what it should be, after waiting on hold for 1 hour, I set up a payment plan and thought that would be the end of it, pay it off and then that will be the last of it. Since then I have received phone calls and texts to asking me to urgently speak with Bristol Energy. It turns out the payment plan was incorrectly entered so my debt was passed on to the final stage before potential bailiffs were brought in. Now I explained that this had been sorted, he looked into my account and saw this was correct, but also came up with a completely new bill of £200 less than what my final bill was. He said it was an error and that the original £500 was correct and that he has sorted it on his end, the only way it would go back to him now is if I missed a payment. Fast forward another 2 weeks and I received another call asking me to get in touch with Bristol Energy urgently. When I spoke to one of the advisors they said I owed £500 and it needs paying urgently. I explained the situation and how I'd spoken numerous times on the phone and that my first payment has already gone out today as previously planned. She didn't know why the previous two phone calls hadn't cleared the issue up but reassured me that this is now noted. We will have to see if this is the case as I was told that on my previous call. The simple matter is, my debt now is down to an error on Bristol Energys part, which was confirmed by one of their advisors saying your direct debit should have been raised a long time ago to avoid this. Please, use caution, don't let them put you into debt like they have with me and find a higher rated and more well known provider, it could save you a lot of time, money and hassle. (Update: After my third phone call saying my account was updated, I have now received further calls asking me to urgently get in touch with Bristol Energy)

Been trying to switch to this company for 2 days get all my details done hit join button only to get website unavailable message

I have had a smart meter fitted. The gas now only shows amount used in therms. No longer able to see the amount in £. This is no use to me. I have complained in writing and over the phone about this. Nothing has been done. This has been over 6 months now. I think customer service from this company is horrendous.

Up until recently I was very satisfied with Bristol Energy. But recently the customer service has been awful. Unable to get through on the phone, nor getting replies to emails. I appreciate this a difficult time in the energy industry, but I'm still waiting for a reply to an email sent 3 weeks ago. Hello Cara, Many thanks for your quick reply, but my email on the 6th October addressed to Jason (followed up on the 21st and 27th) is about collection of meter readings, billing and direct debit. Please check and ask your customer service team to reply to them as quickly as you did to my original post! Thank you

I like being with a local company, it’s always easy to speak to someone if I need to call, very friendly staff, thank you!

Slow at coming back to me by email. Have applied for the 24 month deal over two weeks ago and getting a letter stating I will be on the Standard Rate. I still do not know if I am the 24 month deal or not as of writing this review. Automated letters are one of my bug bears and this error is not making me happy.

I have always been satisfied with Bristol Energy. They answer my calls promptly and efficiently. They alos answer emails promptly too! I have just changed supplier and they have sent me a pleasant email and tell me they are going to refund my credit "in due course"! Hope that's soon!!

Not doing much today, so I sent these cowboys another reminder to refund my money (it's been nearly 3 months now), followed by this update to warn you all away from them. ============== Oh dear, I spoke too soon: no refund received yet (shock, horror). It's only £12.91 but I was told I'd get it within 10 days; 24 days later I still haven't got it. I won't bother contacting them directly as that's clearly a waste of time; I'll probably just keep posting on here when I'm bored because it's more successful than direct contact. =============== "Magically" all sorted out the very next day after posting the below! Trustpilot clearly works :-) =============== Bristol energy won't reply to me. I sold my empty rental flat over a month ago, and have told them this many times, requesting a closing statement. they are now sending me reminders but won't respond to my emails. Doubtless they blame staff shortages and COVID but the blame lies entirely with them.

Moved in to a new property in June 2021 where the supplier is Bristol Energy. Emailed them asking how to get set up as the new account holder; they replied asking for the key information which I then provided. Since then, I have had no direct contact from them - only letters asking for payment. Ways to pay include online, via the app and over the phone - but you have to have an account set up to do this. Not possible to set up an account online, and I have waited multiple times on the phone to speak to someone for over 90 mins, only to be cut off before connecting to anyone. Meanwhile, I continue to get letters asking for payment and then threatening third party involvement - but I can't pay the bill because I can't set up an account online or get through on the phone. Emailed complaints multiple times since June but no response. It is a merry go round of inconvenience and incompetence that I don't know how to resolve.

Another week on and the 'up to date' bill scam is now out of date again and still no return of any of my overpaid money. Edit 27/10/2021 Okay! Now, despite sending them multiple meter readings over the past month or so, BE have today issued me a bill with hugely inflated estimated readings. Yet another scam to avoid giving me any of my money back. Their infamy knows no bounds.

I had a smart meter installed in July 2020 which worked for a couple of hours and then lost connection. I have reported this and have been told it’s a know fault and nothing has been done about it. I still receive emails requesting meter readings which of course I cannot give. Recently I have been told that my account is in debit, if my smart meter was working I doubt this would be the case. I feel totally dismissed by Bristol Energy, I believe they have an obligation to sort out the problem with my meter, I’m sure there are hundreds more households with the same problem. I won’t recommend the company to friends or family.

The worst utility company I’ve ever dealt with don’t answer e mails may strike lucky if they answer phone calls and if they do tell you to wait two days and it will be sorted out months later nothing is sorted no idea how much I owe because they have no meter readings the app says I owe them money but with only remote readings nothing is accurate they are meant to send people round which I waited one month for one didn’t turn up one rebooted meters and nothing was fixed was told I could buy a new in house display. Customer services just don’t have any correct answer that’s if they have the curtesy to speak and don’t cut you off after waiting an hour to talk to them. Three attempts it too me me three days ago.

Still waiting for BE to r telephone me, a letter from my Mother has been sent giving consent to take this matter on, as said before, come on BE let's get this account in front of a judge, you shower have been given written consent for myself to take on my Mother's account. Is that clearer? Now BE have gone to the next stage of unethical behaviour, they have now sent a letter to my elderly and unwell Mother saying that if the account is not paid within 14 days she will receive a visit from a 3rd party. Very frightening and intimidating behaviour from BE towards a elderly widow........me.....not at all DEAL WITH ME! All she has been asking for is a clear explanation as to why she was sold a contract of just under £40 to be hiked to just under £180 with no reviews. Especially when she is energy savvy and conscious of her usage. Phoning the call centre is like contacting the Mary Celeste, their promises are as weak as a Vicars hand shake and it appears that staff have yet to receive any training on how to read and send e-mails. BE (Bullying Ethics) should be their new name. BE you HAVE the letter from the account holder for me to handle this case but you still choose to continue in your bullying behaviour and unprofessional manner towards a vulnerable elderly widow that is still recovering from major surgery. The only response from BE is on here and letters (that are designed to frightening vulnerable people) being sent to the account holders address. Once again BE, deal with me, let's get this in front of a judge and let's discuss the way the account was sold, managed from BE's side, the poor and non existent customer care, the duty of care you show to a vulnerable adult, the proof of us trying to contact BE, the threatening letters being sent and finally you can explain why you have arrived at the figure you have. At this point I will remind you that no money will be paid until this matter has been put before a Judge.

Very poor device. Had issues with Bristol Energy since December 2019. I needed to involve the Ombudsman. However my complaints have still not been resolved. Have had an estimated gas bill for nearly 2 years. Must have made more than 40 telephone calls over the time of my issues. All staff very sympathetic and promise to help resolve the issue. STILL WAITING. No contact what so ever from Customer Services. Don’t think that they know what to do. Classic case of BURYING ONE’s HEAD IN THE SAND.

On the 1st October, I phoned customer services, gave them my meter readings and was over £300 in credit. I requested a refund of £250 and was told it would take up to 10 working days. Todate, I have not received this refund and after speaking to customer services, I was given no explanation why I have not received my refund or where my refund is right now. I was told by the operator Holly I would have to provide another meter reading and she would process another refund even though it was clearly on my record that the refund was processed on the 1st October. What? This is unacceptable and they have no right to withold my money. I will now be making a complaint to the energy ombudsman. What is the point of calling customer service if they cannot assist their customers!! Also I requested a change of email address via their customer services and I still cannot sign into my account with my new address, only my old one, even though they have confirmed my new email address on the phone today!!