Company Details

Excellent service and price

Good service providers.

Very poor customer service been trying to get a smart meter for the last 12 months no joy as my old stopped also high balance on my account and won't give me a refund

We moved house 2 months ago and despite giving Bristol Energy our meter readings on the day we moved and numerous telephone calls since requesting a final invoice, we still keep getting estimated bills covering the period since our move and no final bill A matter of just a couple of hours after posting the above review, a received a very apologetic email from Bristol Energy, stating that a final invoice would be issued shortly. Two days on and I have my final bill which I will now pay. It seems telephone calls made direct to them don't count for anything, but the moment you put out a poor review for the world to see, then you get a much quicker response. 5th May 2021 Update. After I posted the above review, Customer Services at Bristol Energy / Total Energy replied back straight away (amazing how being criticized on Trustpilot brings an almost immediate response!), informing me that my final bill was being prepared and would be emailed to me that day (9th April). Sure enough I received my final bill by email that same day. Wishing just to be rid of Bristol Energy / Total Energy, I paid the full bill by bank transfer that same day to the bank account detailed within the 'ways to pay' provided in the bill. It seems that these bank details differ from previous bills (Total Energy account details are now noted on the bills, rather than the old Bristol Energy account details). Anyway, as far as I was concerned my account with Bristol Energy was settled (Not!!!!). I have subsequently received payment reminders from Bristol Energy dated 25th April and again on 2nd May, requesting payment, with threat of action which could affect my credit rating if I do not make immediate payment. I emailed Customer Services at Bristol Energy on 25th April (after receipt of the first reminder) informing them that I had paid the final bill. Apart from an automated acknowledgement, I have received no further communication from them apart from the latest reminder/threat. This companies accounting system is a complete shambles. Avoid at all costs!

The app is very good to get all the information that you require.Prices are favorable. Easy to talk to someone on the telephone when needed.No pressure to put up your direct debits when you are in credit.All in all a good company to have

I have not had the need to speak to the customer services but my online dealings with Bristol Energy have been satisfactory

I have been waiiting to speak to someone from Bristol Energy since 9am Tuesday 6th April. Very disapointed with so-called Customer Care. I have also an email of complaint, Ridiculous waiting time and I have just renewed my contract. Bristol Energy use external agents to answer calls who know absolutely nothing about Bristol Energy or its customers. The one I spoke with was in the USA. I might have been happier speaking to a machine! I was told i would have to wait 3 days for a response, but their website says 2 working days but their automated reply says 10 days. CUSTOMER CARE!!

Customer service is terrible. We have received numerous promises of call backs that never happen and when visits are arranged to change the meter no-one turns up. We feel disappointed and let down.

I still haven't received the renewal paperwork through the postal system. I've rung twice and they tell me it has been sent or they will send it again. It's annoying.

No complaints with this energy company for the four/five years i have been with them. Easy access to contact them 24 7, best price for both fuels for me.

You are the worst company I have dealt with in over 40 years . Sorry can Not recommend

I have had an ongoing problem for 18 months and no one takes responsibility for it.

Been a customer for last 3 years. Customer service know their product exceptionally well. Fair price for gas and electricity did not hesitate to take up new deal.

Never had any problems since I’ve been with Bristol Energy

Excellent customer service

Account number: 200234269 I have contacted yourselves via phone and email on numerous occasions, to request a refund, to no avail. I am over £1000 in credit and need a repayment. I have sent hours on the phone on separate occasions, told someone would call back but no one did, called again ( another 45mins ) and was told today they would pass my case to the complaints department, but still no contact from you. I think the only way to resolve this is to move my account from Bristol Energy. Your treatment of your customers is appalling and not acceptable. I am going to cancel my direct debit ,and contact my local press to highlight, the total lack of customer care you provide. A better title would be "The customer do not care service"

Whatever you do, do not purchase your gas and electric from this company. They are an absolute disgrace. Last July, at their request I had a smart meter fitted. The engineers fractured a gas pipe, cut my gas supply off and told me I would have to get a gas safe engineer out to sort it (initially at my own expense). The smart meter has never worked, the app doesn’t work and I have been unable to get any bill since, even though I have submitted meter readings (they have however produced and charged me for 2 bills both dated April 2020 to July 2020). My account is over £900 in credit. I have rung and emailed many, many times but they seem incapable of sorting it. They will not refund my money as they say I have used gas and electric but they cannot produce a bill to confirm the actual usage. They promise call backs, that a manager will ring and that the bill will be generated in 7 days etc. Many promises but absolutely nothing delivered. I can’t even get thru to the complaints department. I have given Bristol Energy every opportunity to sort this and I will now be referring my situation to Ofgem.

Terrible. I'm in credit by well over £200. Asked to have a refund, was told I need to submit a meter reading, they'd then tell me amount due over the phone and refund the difference within 10 days. Did this.... rang them 3 weeks later as no money was in my account, only to be told the lady had NOT requested my refund so I have to go through the whole process again. Not great.................

Overall service has been good, but several times I have received e.mails saying my direct debit will increase, (by large amounts), even though I have been in credit, this has meant phone calls to sort it out, which became irritating.

So far so good. Switch over went smoothly. I provide a monthly meter reading via the app or sometimes online both of which are straight forward enough. I receive an email every 3 months for a meter reading which is the basis of my bill. This produces a 3 month statement which is also emailed out. No issues to speak of. At the end of my last contact, after some comparison checks I took out a new contract with the same co.