Company Details

I rang Bristol energy customer service team today and spoke to Henry. I explained my problem regarding us not receiving a final bill from them as we had recently switched suppliers. Henry sorted out my problem efficiently and politely. It involved a lot of manual calculations, but it came to a satisfactory conclusion. Thanks Henry

I called Bristol Energy to enquire about moving our gas meter. Ffion answered my call and was very helpful. She was able to answer my query and offered to contact gas network on my behalf. When she was unable to get through to the network whilst I was on the line she promised to email me once she had spoken to them. As promised I received an email later that day with all the information I needed. Very good service on this occasion.

They say my bill is higher than what I was paying by direct debit and I owe them money. I emailed to say I was made redundant after being a key worker and was suffering from depression, so offerd to pay by instalments. But they failed to respond and passed my account to a debit collection agency, who are now sending me a text on a Sunday morning demanding the full amount. Nobody wants that especially if their mental health is suffering, if I had the full amount I'd have paid it already as I explained in the email! Do these people not understand what real life is like and there's a pandemic, maybe the debt was made up in the first place!? I live alone and don't use that much electricity anyway! I've switched to EON so hopefully they'll treat me better!

Have been overcharging me throughout my contract, managed to get them to pay me back £97 (still had £90 credit they wouldn’t refund) and the next month my bill went up by £30. Have switched as they have been utterly shocking with terrible customer service

ELECTRICITY Meter stopped working just before contract expired.Now on higher tariff and meter not repaired/replaced, --waiting 5weeks+ --- still no appointment. Have to pay estimated bills, cannot switch supplier. Locked -in to higher charges.!

NEVER NEVER TRUST BRISTOL ENERGY!!! After several months delay and alleged misleading statements by Bristol Energy (aka BE), the Energy Ombudsman upheld complaints against BE and determined several resolutions which once accepted BE had four weeks to comply, but obstructively and contemptuously BE has refused to cooperate or comply where it’s now almost six weeks and in particular BE has refused to refund my credit balance of circa £150 which to date and contrary to repeat requests remains obstructively withheld by BE. When management pull nasty tricks like this it can only allegedly mean the company is about to go into administration and like an insurance company, you only find out how good the insurance company is when you make a claim and likewise you only find out how good an energy company is when you make a complaint, request a credit balance refund or switch providers, No matter what their response might be to TrustPilot NEVER NEVER TRUST BRISTOL ENERGY!!!

Good company with good deals and you actually get to speak to a real person. Only problem is they can’t do multiple accounts. As a landlord I’d like to have multiple accounts but they just can’t deal with that. It gets very confused.

I have just left BE as I got a cheaper deal. My new company started to take their direct debit payments while BE also continued to take their payments! (I was in credit too!). Calls to the call centre were met with a message telling me I’d get a call back in 3 working days (unacceptable!). So why have I given them 5 stars? I called yet again and got an amazing lady called Ffion - she sorted the issue out in short order and got my credit balance returned to me. She was lightning fast, I received an email from her detailing what she was doing in minutes from finishing the call! So Ffion, well done you! You have earned BE 5 stars and my total gratitude, you are a credit to BE!

Just bought a nissan navara from the Sheffield dealership. All went smoothly from ordering to collection, thanks to Paul Fennon who kept me updated throughout the process.

STOP TAKING EXCESSIVE MONIES FROM MY DIRECT DEBIT FROM AN UNOCCUPIED RESIDENCE: hello as you have previously been made aware,I have not been at my place of residence since November 2019 spending recuperating convalescent time after invasive surgery: at the home of my son. established on your priority register being a vulnerable and acutely disabled lady of almost 76 years of age:* I am currently stranded in another country unable to get home due to flight cancellations caused by the pandemic*taking into account the aforementioned international covid outbreak the greatest challenge in our history:in view of the uncertainty where is your compassion and empathy throughout this quandary crisis? Do you fail to recognise how adversely affected we all are from a public health perspective? where MONEY currently holds NO value in contrast to our survival: trustingly, you will question your pompous commandeering request regarding taking excessive monthly Direct Debits: otherwise I shall make a petition in contrast to the ombudsman. it is now my intention to ask my solicitor to step in as you fail to respond to my email appeals furthermore, you will note from my previous energy usage that I have been in CREDIT at ALL times. *paying for standing charges is acceptable* plus £10.00 per month but, indeed, I ONLY have a fridge - freezer switched on which barely consumes anything: presently I am exceptionally frail and unwell, with difficult and extenuating circumstances, all this stress and hassle from Bristol Energy is adding to my complex-cumulative ill health; where is Bristol Energy's support and understanding of my physical and psychological health needs due to my chronic conditions and high dependency? sincerely Dr M *Bristol Energy's Reply* Thank you for your review. In regards to your direct debit being increased, we have not had a meter reading since July 2020. This poses an issue as we do not know the exact usage.If you have anyone who could take a meter reading and send it to use, we can amend any bills if necessary and conduct a review for you.This is the only way to do an accurate review. I understand you are not in the country and there may be very low usage at the property, but we don’t want to risk putting you in debt. If you have no one who can do a meter reading, please contact us and we will see what we can arrange.Please accept our apologies for any inconvenience caused and we thank you for your patience. Your dissatisfaction has been noted.If you have any further questions / queries, please don't hesitate to call or email us. If you would like to monitor your usage and submit readings, we have a new app BEConnected on the app store or you can set up an online account via our website:regards Alice Energy Advisor my reply back to E Advisor Alice: let us just be truthful here and clarify your statement: NO-ONE can gain access to my property especially the meters as there is a 12ft steel fence surrounding and securely morticed locked: my meters have not been read since November 2019. as I reside alone, there is absolutely nobody who can gain access to my property as indeed I have the keys here with me, so meter reading has been and is unavailable and out of the question. as for you saying that you do not know my usage and do not want to place me in debt: that is a joke...isn't it just?! my house has been unoccupied since November 2019 and the only appliance that was left on was the fridge freezer: you OWE ME MONEY: since 2019 you have CONSISTENTLY taken monthly direct debits £98.00 - £58.00 - £41.00 (yet when home I have NEVER EVER used more than £30.00 per month ALWAYS showing being in credit) irrespective of me repeatedly requesting you not to do so: I am now considering taking a county court judgement to regain all these monies back-and I have legally been assured that this will prove beneficial to me because of your lack of consideration and understanding in this matter: App Be Connected monitor Usage: ANOTHER INSANE JOKE! (I am not at home!) Sky, E E-and Yorkshire Water have all been very kind in halting all payments during my absence without constant pestering and annoyingly tormenting an acutely disabled pensioner for monthly monies: so why have you not responded in exactly the same manner? I am totally dissatisfied with your conduct and all your feeble explanations: failure to favourably respond to my request unless I get positive results from you (within the week 10th March) I intend to go ahead and pursue legal proceedings against you: your favourable cooperation would be welcomed: MY SOLICITORS RESPONSE FOR BRISTOL ENERGY: CANCEL MY DD: ASK THEM TO REIMBURSE ALL BACKDATED MONIES TAKEN: PAY ONLY £20 pm: I have written several emails to the CEO's Richard Orna/Paul Richards why do I NEVER receive any reply? garbage company: Dr M.

Moved out of my flat and notified Bristol energy through their online system. They continued to take payment and didn't return the balance I'd built up. Emailed them. They said they'd reply in 10 days. Didn't. They continued to take payment and didn't return the balance I built up. Emailed them. Got a reply asking me for details is already given. They continued to take payment and didn't return the balance I'd built up. I guess it has to be ofgem and the small claims court next!

I've had no issues with Bristol energy. I use the app which gives me daily reports of both gas and electric use. I receive a monthly bill now which I can read in the app, I then pay using my debit card each time. I wouldn't set up a direct debit for any supplier due to issues I had years ago with another supplier!! No issues when I swapped from EDF to these!!! Would highly recommend

After a very difficult conversation with a very rude Agent at Bristol Energy who insisted on talking over me , and actually sniggering at a question that I needed clarification on - who also refused to give me her name and actually put the phone down on me , I was fortunate enough to speak to David Ayers when I called back. Message to the Management at Bristol Energy - David Ayers has my restored faith , and managed to retain me as a Customer as I was most definitely looking to leave after my previous experience..... he is a Credit to your Company and I hope his efforts are recognised and appreciated!!! Well done David , your a star ⭐️

Bristol Energy started ok but have rapidly gone downhill. Unable to speak to anyone as they have introduced a call centre that just fobs you off. Trying to manage my 94 year old mother’s account for her and just get over inflated estimates for future payments. No one calls back or takes responsibility - absolute terrible. Stay well away!! Since writing this I finally managed to contact BE Customer Services and speak to a helpful member of BE (not the call centre) and had my query dealt with in less than 5 minutes. I was informed that calls are diverted to the call centre after just over 2 minutes....but then they never get passed on or actioned! Anna at Bristol Energy has suggested I call or email to deal with this..... I did both last week without any success!!

Go Green? Help out the Environment? I’ll never go Green again because of BE! Had so many issues with their billing system. Let’s go from the start. I live in a 1 bedroom house with no gas in the village. I work Monday to Friday 9-5. Even still during the pandemic. Come the cold snap I’m not using my heating as often and I’m just wrapped up with my Duvet on couch. I also have a log burner. Not long after i joined BE 2019 because their online service says I’d be paying cheaper with their tariff based on postcode and property. Right... I called to query a bill because it didn’t make sense, I was supposed to be on a cheaper tarrif. I was told I was in Credit by that specific amount and account was fine. I thought that makes sense and about right. So I put the heating on a bit as you would. Next quarter the bill comes along and it’s further in debt. No notice prior to this next quarter. When I called again I was told the previous person had left the company and i were told the wrong information and I was in fact in debt at my first point of call, Unbelievable!! So they just hiked up my DD because of their mistake and said this was the amount I used and was correct. I disputed at length. I asked for an engineer to come out and investigate my meter because it must have been faulty. I paid close to £200 for this and took a day of annual leave for the engineer never to turn up. I requested my money back after the feeble excuses given. I then stayed on top of my bills each month and made additional payments to make up along the way and brought the account up to date two weeks prior to leaving Bristol Energy. I expected a final Bill of a small amount with my switch to new supplier happening within a few days. Within two weeks I got a final Bill equivalent to 3 months electricity for a period of 10 days!!!! I found out my Final Bill is just an estimate and the readings between suppliers was way off what I submitted each month and two readings up to my leaving. When I queried asking where they got that final reading they said it was submitted by my new supplier. I asked why they weren’t taking my monthly readings and final readings and just an estimate from new supplier and they kept saying it is correct. I had my bills in front of me and went through step by step and payment by payment with them. My additional payments offset should bring my bill up about right. I asked them to demonstrate on my final Bill where the extra amount accounted for 10 days prior to leaving. WORDS WORDS WORDS is all I got and kept going back to the manager (3 times) I asked why my final Bill had 44 days of standard charge when the cancellation of DD was a week ago. They said they’d look into and amend it (£6). Gee thanks! I opted for the smart meter so readings could be accurate. Well they don’t read them and they don’t read the customers. They prefer to estimate to line their pockets. Have now removed my SM. Saved electricity and Money by removing the plug! What’s the point of Smart Meters when every quarter and final billing is an estimate?! I never paid this much on PAYG Top Up. At least I was in control. Time to switch back. Ask yourself would you want them as your supplier if you knew beforehand this is what you’d get?! Im sure I’ll get to dispute it further, however, based on the above treatment as one of their customers I don’t have trust in them. We’re the customers and somewhere along the way it feels like we exist to do them the favour! This level of customer care and stress created by them is just unnecessary and unacceptable! These companies should be monitored and have someone on their back! They are all a bunch of charlatans and looking out for each other. If you don’t believe me then just look at OctopusEnergy on here to demonstrate the difference. They are my new supplier. They also reward you in money towards your bill for meter readings submitted by you! Every little helps in this industry! Some give, others take take take!

Received an email saying direct debit was increasing to cover next year even though contract does not expire until July. Rang and spoke to Jessica who said someone will ring me back by close of business Friday. I know there is still 4 hours until close if business but this is terrible customer service . Told Jessica that I was not paying the increase and would cancel the direct debit, she said she could not do anything except ask someone to contact me. What is the point of someone only answering the phone and telling you you will be contacted in 3 days . I have decided to change to another supplier . This problem of not being able to talk to anyone about your account only appears to have happened since they got sold.

I've never written a bad review for an energy provider before but Bristol Energy very much warrant one. I've used multiple different providers over the years, but Bristol Energy have been the absolute worst. The level of customer service is shocking. The staff do not seem to be able to answer straight forward questions and queries. I have had to contact them 3 times to try get some answers. Each time a different person responds and tells me different things, or in this last case is very rude as well. I have just given up in this case but I think there are some serious training issues at this company. Along with the poor customer service the cost is shocking. Most expensive provider I have ever used. Absolute rip off. Their online portal needs some serious updates as well. I am glad to say I no longer have to deal with this company now.

Brilliant service from Jack really helpful as I am a novice with technology .

Terrible customer service, when you switch to another energy supplier do not expect outstanding credit to be reimbursed to you within the permitted time unless it is for a small amount. I switched my account and another family members account from Bristol Energy. My family members credit was a small amount and repaid to them within the timeframe permitted, however the large amount of credit owed to me has still not been reimbursed. I switched both accounts on the same day well before Christmas. Be warned unless you wouldn't be bothered by such customer care when you leave them. In response to your reply on here it is due to your colleagues false claim that I was reimbursed on the 16th of this month that made me leave my review. Your colleague want a bank statement from me, just a way for your company to keep hold of my outstanding credit I am owed. You get your colleague to send me proof of transfer as the transaction photo they mailed me is irrelevant as I could draw something like that up myself. Send me official proof of transfer of monies you falsely claimed to have made to my email. We both know you cannot because the transfer has not happened. Money the Company owe me is not much short of a four figure sum. STAY CLEAR OF BRISTOL ENERGY IS MY ADVICE. After being ignored by Bristol Energy, I contacted them again on the 26/02/21 and was told my case would be escalated to their finance team. Come the 05/03/21 I had received no contact from them whatsoever. I contacted them yet again since it appears they do not know how to send emails or dial a number. They finally admitted that I had not been reimbursed and payment would be made within the next 10 days. This should have been paid to me according to their own rules by 20/02/21. Do Not Move To Bristol Energy is all I can say. As of 13/03/21 still waiting to be reimbursed outstanding credit. So several calls later I was promised that outstanding balance would be paid back to me no later than 23/03/2021 no real surprise that the promise made by email from Bristol Energy was not kept. Still waiting for money, contacted them again to be fobbed off with we will contact you within 3 working days concerning this issue. At least Dick Turpin had the decency to wear a mask unlike the highway robbing tactics of Bristol Energy.

I was a gas customer for two years on a fixed rate deal and never experienced any problems with my account so had no dealings with customer service once the account was set up. I found a better deal elsewhere but was very worried, reading the reviews here, that it would be difficult to get a final bill and a refund of my credit balance. Not at all! Final bill was issued three days after transfer of supply. I will admit that trying to contact customer services to find out when I would get my credit balance was impossible - when I called I had to leave details with their answering service and promised a callback within 48 hours (still waiting a week later) and my email to them was never answered. However the credit balance arrived in my bank 9 days after the final bill so I have no complaints. Much better than my electricity supplier (Bulb) who haven’t even issued their final bill yet!