"Very poor customer service so far"

I switched to Bristol Energy from Scottish Power. I input the meter readings online, which they somehow got wrong, giving incorrect final readings to Scottish Power. I have tried ringing, emailing and writing without any response. Very frustrating, their phone line appears to be little more than an answering service, that doesn't appear to pass messages on.

"Still waiting for a final bill from…"

Still waiting for a final bill from bristol energy, As you can see below they have previously advised that ofgen gives them six weeks, this was now passed so do wonder their reason will be for what appears to be an ofgen breach?




Reply from Bristol Energy
19 Apr 2021
Hi Paul,
Thank you for your review. We are sorry to hear you have had a negative experience with Bristol Energy. Please be advised that under OFGEM regulations, it can take up to 6 weeks for your final bill to be produced.
Many thanks, Anna

"Bristol Energy put smart meter into my…"

Bristol Energy put smart meter into my property 8 months ago and the indoor unit has never worked. Despite taking the case to the Ombudsman noone has been out to my property to invesigate the problem. I have spent hours on telephone all to no avail. I am 75 years of age disabled and have mental health issues and they have shown complete indifference to my circumstances.

"Waiting for a credit refund after 16 months."

I switched from Bristol energy in December 2019. I’m still waiting for the refund of my credit. It took till February this year to get a correct final bill.
The amount in question (£71) is relatively small to Bristol energy but to an 88-year-old pensioner this represents half a weeks pension.

"I think Bristol Energy is good value…"

I think Bristol Energy is good value for money. However, having had to call them today disappointed to note that they use 0808 service which is an expensive line. This should be looked at and changed. I am a pensioner and to be on the phone for over 13 minutes the charge will be more than necessary.
All I needed to do was to make an additional payment off my debit balance. Automated voice asked for a 19 digit number "showing on my bill" but no number was on my account. Apps do not always work on my phone so I tend not to use them. It is unfair of companies like Bristol Energy to assume every customer has them and uses them.
Disappointing when trying to contact them

"Changed to Bristol energy from Scottish…"

have been with them 3 months, and now getting all the information i need looks like a good company, gave bad review because i didn't wait for the bill to arrive.

"Very poor customer service."

We haven’t had a problem with online meter readings and the deals on offer but the customer service leads a lot to be desired. We have contacted them on 3 occasions - the first to request a smart meter, the second to enquire about tariffs for electric cars and the third time to discuss available deals because my contract was coming to an end - and each time I was informed that someone would phone me back in 3-5 working days. I am still waiting many months later and I eventually renewed my contract online. Very poor customer service.

"Have renewed my contact"

Have renewed my contact, having looked at price comparison website and other suppliers I found Bristol Energy to be one of the most competitive. Also the app works very well.

"Price is competitive"

Price is competitive but service would improve with a smart meter.

"Unresolved log-in problem"

On the telephone your staff have been very pleasant and helpful. However, on two occasions I have been promised that a major problem would be fixed. The problem is: I cannot log in to my account on line, because it still brings up the wrong account No. - the account No. at my previous address. So every time I need to give you meter readings I have to ring and wait - or email them.
I emailed you a good week ago, drawing attention again to the outstanding problem and providing meter readings. I have received no reply and annual energy use statements using estimated readings.