Bristol Energy Review

I moved into a new property 3 months ago. As the gas and electric account was already with Bristol I tried to contact them to set up an account and tarriff. No one ever returned my phone calls or emails so I gave up and moved my business elsewhere, as I was not prepared to deal with a company that does not value its customers or offer even a basic customer service.

A no nonsense supplier giving absolute value for money.

Theft -
Over charged on a long standing DD, which we had failed to notice.

Having to go to financial ombudsman.

IF I COUDL PUT -5 STARTS I WOULD. DO NOT DEAL WITH THEM AT ANY COST - The perfect example of horrific management and appalling customer service. I have NEVER in my life had a more difficult experience with any company than with Bristol Energy. They tried to scam me. Since the beginning of my tenancy they have consistently made it unbelievably difficult for me to get ahold of them as they almost never respond to phone calls and they take over 3 months to respond to emails, this is not an exaggeration. They tried to scam me out of GBP 900. Every time I contact them I have to repeat the issue to every single agent and they still do not understand my case. They are extremely lazy and do not make any effort to help their customers. I have to beg them to help me pay money to THEM so I can close my account. Not the other way around. The first thing I will do when I move anywhere, is to change Bristol Energy as the provider. I truly cannot grasp how such an unqualified company is still allowed to run business. If you happen to have Bristol Energy as an energy provider, I IMPLORE you to get rid of them.

Clear billing and affordable prices.
Have already brought two friends across to Bristol Energy and will continue to recommend you xx

Trying to sign up, but contract terms (page 3) do not match their tariff details. 9 days and still no response from them, despite 3 calls/contacts. I wish i had not bothered.

Appalling service! Do not use! Can see why people are reluctant to switch providers.

I'm with Bristol Energy for both my home energy and my office. Very responsive and personable customer service. Renewable energy tariff competitive when compared to other suppliers when I last checked. I appreciate their positive social values.

Twice in the past 4 months I have been told they are going to install smart meters and after speaking with their customer care team for over 10 minutes just as they are finalizing the booking they turn around and say they cant install the More

I have been with Bristol Energy for several years and have been very happy with the service I have received. So I am pleased that with the changeover current staff have been kept on (at the same rates of pay at least, I trust).

I had no problems switching to this supplier, but the service has been poor during my time as a customer.
Bills were often based on estimated meter readings, even when actual reads have been provided, and the usage summary feature on the website has been disabled for months because customers apparently found it "confusing'.
The options I was given when my fixed tariff came to an end were expensive so I've now switched to another supplier, but over 6 weeks later am still waiting for my final bill. I've chased this twice on the phone and still no luck. Really disappointed with the service overall.

I moved to a new house with Bristol energy as the supplier. I phoned them and set up all of my details, asked for meter reading but no one came. After paying bills on time for the last 8 months and receiving letters saying I hadn't paid I More

Someone took us off our Bristol energy account (registered themselves on our address) and Bristol energy just didn't let us know a thing about it, shut down our accounts and now I cant access our gas usage. They offered to request our address back and then said it had been rejected by the other supplier, that we should contact the other supplier and then DIDN'T TELL US who the other supplier is. So basically our gas account is now with a mystery provider in a mystery name and comms have ceased from Bristol Energy. They are obviously falling apart - even calling them is weird and crackly and unpredictable. Strange.

Although I am happy with Bristol energy you seem to have my monthly bill higher than need to be as my increased credit shows this.
I am now struggling to meet monthly bill as covid taken away my income. Any help would be greatly appreciated. Thanks

AVOID AT ALL COSTS. THE WORST SUPPLIER IN THE UK. 40 MILLION IN LOSSES ABOUT TO BE LIQUIDATED.

Absolutely appalling customer service....waiting 40 minutes plus to speak to customer service.....Ask for direct debit to be cancelled as I want to pay over the phone,which i did. Then was charged via direct debit......

Very upset.

Good service, pleasant staff, competitively priced.

Just Changed over to 'Bristol Energy' cheapest supplier on comparison Sites.

Gave them the correct readings & they mixed them up i.e. Gas for Electricity & Vice Versa. Told them & they Changed it.

Spoke to a Manager & I feel they are not geared up to take a lot on new Clients, said the need to recruit more staff to cope. The jury is out!

One good thing is that I am not tied in no penalties to pay, if I leave early! I shall see how they go. On a 1 year standard series 3 tariff

not geared for smart meters yet give monthly readings.Web site OK though easy to use

Good deals and very good customer relations. Best move we ever made.

I am having thr same issues as many. Left over 12 months ago with no contact and then debt collectors solicitors text me. Will not conform details of debt. Ring bristol energy no response. Disgusting service from an organisation which showed such promise!

I have been with them since Dec 18 never had to contact them about anything. Send my meter readings of bill always correct. No problems so far

I have never been with a company that has had an emergency line this bad, extremely rude staff.

Joined recently and not impressed. Sent 2 emails with photos attached to prove meter readings to the customer care email address on 06.12.19 and 03.03.20 and both have been ignored, thus the estimated bill presented is inflated by 43 kwh. The email address to raise any complaint is, you guessed it, the customer care address already referred to!!

Update: having moved out of the property, they have calculated my final bill by nearly doubling the standing charge - on a fixed tariff!!

The worst energy company I have ever dealt with.
We are dealing with our late Uncles Estate and trying to get back the money that the account was in credit by. I am sure climbing Everest would be easier.
With this company, they use an answering service, they then say you will get a call back in a couple of days, totally unacceptable service Account Number 200352938

Absolutely no problems. Good prices, easy to use web site. I have already recommended to others, and Iwould again.

I have been with the company for about 2 years and have found them very easy to work with.
Most contact has been online but I have spoken to staff on the telephone and this has been trouble free

Possibly the worst customer service I have come across ever! A complaint made long before lock down has still not been resolved. Many long periods on the telephone, calls made by me, have not galvanized Bristol Energy into action.
I cannot give zero stars so one it is!

Would give the company no stars it was was possible. Left them nearly a year ago and they sent me an over estimated final bill, despite email from my current supplier confirming my meter readings. Despite phone calls asking them to send amend bill I was more than willing to pay, and getting a reply saying they would investigate, I suddenly get a text from a debt collection agency. I ve contacted the ombudsman. Avoid at all costs.

This company is terrible! They've passed a false debt onto first a debt collector then a law firm.
KEEP ALL COMMUNICATION IN WRITING.

They "under charged" for 6 months of our supply, which seems to be a common issue on these reviews so I believe their prices are false advertisement. Then when changing suppliers and moving addresses they presented our final bill, a few hundred pounds. With buying a house and moving costs we agreed to a 6 month payment plan, paid each month, no issue.

Then we start receiving letters that we owe extra money so we call them and they said we owe until January's supply, no we don't we moved out in October. All sorted, no problem, off the phone.
Another letter the following month, we owe money, so another call, now apparently they didn't receive 2 months of payment. The months they are claiming are like January and March but they received the prior month and the following month.
So we go to the bank just after the first lockdown began and printed off the bank statements with the cashier signing the statement and emailed them copies. The payment left the account and went to same account as the other payments. No monies were returned. They can't find these 2 payments and despite having actual evidence they still passed on the debt to collectors.

So we emailed the collectors with the emails from the company of the agreed payment plan and the bank statement. They dropped the case, brilliant. Then Bristol energy passed the debt onto a law firm so we're just forward the email chain from the first collector and they too have dropped the case.

WE DON'T OWE YOU MONEY!

How can a debt collector and a law firm see that from the bank statements but you can't! Invest in retraining your accounts team instead of wasting money on false debts.

Don't go with Bristol Energy and if you're currently with them send everything on email, keep everything in writing, if you call them follow up with an email. You're going to need it all as evidence when you change suppliers and they create a false debts for you!

I also provided readings and they got one wrong not bad with a 50% strike rate!!

I left Bristol Energy recently not because of poor customer service. I can testify that they are a great service provider, and they are very honest and caring. The only reason I had to leave was because Octopus energy provided it cheaper. I kind of feel bad leaving them, but I need that little extra savings. I hope I do not regret it with Octopus energy.

Up until recently it has been ok, but I am concerned they are going the way of the big six and I can see them being bought out by one of the big six. They offered a good service and cheaper electricity and gas prices as they were run by Bristol council to help pensioners and vulnerable people has access to these utilities at a fair price, but that has stopped and they have been bought by a commercial company, so I exopect my gas and electricity prices to go up and eventually they will be bought by the big six and then I will be receiving bills which do not reflect the little amount of energy I actually use.

Best energy company I ve ever been with. Moved over after the failed Solarplicity, then the failed TOTO and most recently, EDF. Sure, as they re growing, the wait times on the phone have increased (used to be 1 min, now about 3-5mins). Extremely helpful, concise and holistic support given. When my meter broke, they arranged an engineer straight away. Fair, we ll-priced and ethical company with no exit fees. I m happy to pay a teeny bit more to be with such a reputable company.

No Common Sense & Lack of Empathy

I owe a balance which I don't dispute and have agreed to pay. I've rang up numerous times and offered a monthly amount which has been refused.

Anyway, I try again and the chap on the phone said 50 a month is fine he'll set up a direct debit. Result.

A week later I get a call from a debt collection agency saying I owe said balance... Oh.

So I call Bristol and they say it's not even possible to set up a direct debit on a closed account. I get passed round several people and robots before getting to the right person.

They say they're suppressing payments for two months but refuses to suppress my account because I can't make a payment. Luckily, I found my card and was able to make it.

I'm told 'even if people are furloughed they should be able to pay something'. Luckily, I can. But the lack of empathy and understanding for people and their financial situation in these times is worrying.

Who is some employee at Bristol Energy to comment on the finances of millions of people?


However, I was told we still have to make 'token payments', so we don't have to pay but we do? Nonsense.

And to top it off, I'm gonna have the anxiety-inducing task of ringing them up and attempting to sort it out again in two months. Or I'll be chased by some debt collection agency again, which is sure to be fun.

The service is excellent. But the Android App of Bristol Energy does not support Smart meter and hence I could not access my account from my mobile. I have lodged a complaint regarding this but yet to hear anything concrete from them.

I've been customer of several energy suppliers over the years and I've found Bristol energy's customer services to be one of the best, plus their tariffs are aways one of the cheapest and their invoice always tells you if there is a cheaper tariff available. Brilliant.

Experienced real problems acting for vulnerable elderly Mum. Customer contact staff lovely, however promised call back on a number of occastions and no one ever rings.

Jack thanks for your response. No progress - get answering service each time I ring and no one rings me back. Probably 4th time now. Account number 200150634 you have my number attached to the account. Or when I do get through the person doesn't do what they say they will. Feeling hugely frustrated. Over to you

Still waiting for someone to ring meback. On 2 occasions customer serviceadvisors have promised to reduce direct debits. Still not happened 2weeks later.

I have been with Bristol Energy for a couple of years now and found them to be competitively priced and very easy and helpful to communicate with when needed.
I recently had a smart meter installed and it went without a hitch. The In House Display (IHD) didn't appear to be working properly but after an email to customer care it was quickly resolved.
All this and it's Green Energy too.
Can't fault Bristol Energy and would definitely recommend.

they were good...........now, wholly the same as the big energy suppliers. long telephone waits. answerphones stuck on loops so you never speak to a person. gas and meter number inputs not reliable.avoid

Customer service seems to be non existent. Can't get through on phone. and nobody responds to email. Will have to look to move energy company

First big plus = Bristol Energy's ethical trading policy. Second big plus = fantastic customer care - helpful, knowledgeable and polite staff and emails which make you feel that you are truly valued as one of their customers. If you are thinking of switching energy suppliers, I recommend Bristol Energy without reservation.

Just managed to get my monthly bill reduced after it was hiked up I was told I wasn't paying enough for the gas and electric used asked for a smart meter but unavailable in my area I was told. If things don't improve I will definitely be shopping around for a new supplier.

Terrible customer service.
I called as an agent giving information on who to send a bill to (you would think they would be grateful!) The lady I spoke to was rude and unhelpful to say the least.
I am moving myself soon and will not be using this company to supply.

Switched from British Gas as I liked the idea of spreading out the cost in fixed payments every month. 4 months into the contract they want to almost double my direct debit payments with no explanation. According to their graphs I am using less energy than they predicted in the beginning. Wish I'd stayed with British Gas! Will be switching again now.

I don't know whats wrong with these other negative replies ?, as, since I have been with Bristol, I am well pleased with them. Customer service has been excellent, on the odd occasion I have had to contact them. and it has been sorted out on the spot..
But,as they have now sold their "enterprise" , I am unsure of how they will operate in the future,.......as long as "nothing" changes, and I mean nothing, I will be content..if they start altering anything.. then I will look elsewhere..

Have been with Bristol Energy for over a year now and never had any issues. I think the customer care team are lovely when I speak to them on the phone and this was only because we moved home recently.

Very disappointed with the experience from Bristol Energy. Reading through other reviews, it appears as though I am not alone in experiencing a lack of contact from the company.

I had agreed to switch to Bristol through an agent. Bristol informed me that there was a problem with the previous supplier, but once that was sorted I could move over without issue - just let them know.

The issue was solved and I let Bristol know, but never heard from them again. 4 weeks after this, I informed them that I would like to cancel the switch due to the poor (non-existent) customer service. Again, I have never heard back.

Given my experience, I would advise anyone thinking of switching to Bristol to seriously reconsider.

Appalling company and customer service. I wish I had trusted my gut and never used them.

It is my firm belief that a watch dog style investigation should be done in to the goings on of this company.
For one reason or another a very upsetting and distressing experience with them from beginning to end.

Best value of the suppliers in Bristol for the past two years, for our usage at least. Really easy to sort out a new tariff at the expiry of our initial one too. Would recommend.

Just swapped to this company. Given my readings in today. Thought evergerything ok. Got email back saying Scottish Power had let my gas go but not electric. Could I please ring them to unblock them from not letting it go. I have had this before No I am not going to ring them its up to the new company to do this. They state they do everything so they can make calls etc. If they want my custom they can sort it out not me. Not happy.

Wish I could give zero stars! Do not go anywhere near this shower, I had smart meters fitted in Jan 2020, advised BE at the time that the installation was incorrect as the display on the gas meter was now obscured, even sent photos. BE refused to deal with so complaint sent to Ombudsman who ruled in my favour in August 2020, it is now Jan 2021 and still no resolution. As BE was bought out by Together Energy BE are currently doing estimated bills but didn't bother to tell customers that meter readings would have to be submitted manually, bit difficult to do when you can't see the display. Save your sanity and just don't sign up to these clowns.

I have been a customer of Bristol for around 6 years now and I must say the service I have had from them has been outstanding for the entire time, whenever I have the need to contact them they have always made me very happy with the outcome and long may it continue.
Thanks Ted Hallett.

They changed our tariff to a higher price and I didn t notice, which was my mistake but bare in mind I m disabled and have cognitive problems. Instead of changing our monthly payment they kept it the same and then suddenly told us they were More

Dealing with my recently bereaved 90 year old fathers account , he can't use internet and didn't know he was on the most expensive tariff . I did change it over but trying to contact about anything is impossible , the call back never happens , so you ring back and start again . I am changing his account to another supplier , never experienced worse customer service for anything .The company needs to restructure the care policies and look after the customers they have left .

I have always been happy with Bristol Energy and have never had any problems with their service. I will give them a 5 star rating.

Switching was easy and hassle free, I get a good rate and there is no exit fee! I have stayed with Bristol Energy as I have found them to be very responsive when I email through any queries, the online system is very easy to use, it is functional and is a nice experience. Considering how new the company is I think the number of glitches is low and well dealt with. Highly recommend.