SmartestEnergy Business Reviews 5,455

My query was dealt with speedily and knowledgeably by the agent. He was friendly and it was lovely dealing with him.

SmartestEnergy made setting up my account very easy. Laurence managed the whole process and he was very swift and efficient. Thank you!

The lady who looked after me was efficient and helpful.

Absolutely unacceptable service.

This company started my account with completely incorrect meter readings and has been overcharging me ever since. Despite me providing the correct readings multiple times, they have failed to fix their mistake and instead keep giving me the runaround.

I was told the issue would be resolved within 10 days, yet nearly 6 months later I am still being billed based on wrong readings. Every month they continue to take £120–£140 from my account with no proper correction or accountability.

They also refused to put the account on hold while this was being investigated, which is completely unreasonable given the situation. It feels like they are happy to keep taking money while delaying a fix.

This level of incompetence and lack of customer care is shocking. Avoid this company at all costs unless you want to spend months chasing them to correct their own errors.

The lady was very efficient in responding to my request

Great experience when finally got through. Will see if case is handled in a timely manner.

The lady from costumer servic was very polite, patient, and help full and spent long time to set up my account as new costumer.
I would like to thanks her in this way.

Jamie Lee was very helpful and friendly and sorted out my problem quickly and efficiently. Excellent customer service.

We agreed a contract with Smartest Energy via Fusion for Business, October 2025, to date we have not received an invoice despite Fusion chasing Smartest
frequently. This is now 6 months.
You cannot talk to customer service, you have to email, Worst customer service I have ever experienced. Very abrupt South African telephone rep.

Jamie Lee was incredibly patient and helpful as I had set up issues with SmartestEnergy's online portal sign-up. It is worth noting that this is not the first time that I have had issues with the SmartestEnergy online account set up that has required support from their Customer Services. So, Jamie Lee as great but the company online platform isn't all that (5* for Jamie Lee, 2* for the company).

Laurence made it an easy process and directly answered the questions I had after the initial discussion. Good business like discussion without pressure.

She was speedy to organise what needed to be done.

Very good experience with ahsen & lily. Doing an amazing job very smooth process

THE YOUNG LADY I SPOKE WITH WAS CALLED JAMIE LEE, SHE WAS VERY HELPFUL AND DEALT WITH MY ISSUE VERY QUICKLY. SHE WAS POLITE AND CHEERFUL.
GREAT CUSTOMER SERVICE

Carolina was amazing help, got the contract sorted within 15 mins of the phone call. Super amazing service. Lovely help from her. Thank you.

Very polite and helpful. Although problem could not be resolved straight away, further action has been taken and Smartest Energy are looking at the issues and hopefully will come back with a quick resolution.

Where do I begin with this company!!!!

I set up an account with them was never told I had to take down a meter reading each month not once! Fast forward 12 months left with a horrendous underpayment bill!
I phone them to try sort it out on the 3rd occasion after having the phone put down on me twice by two of the most ignorant customer service advisors I’ve ever come across I finally speak to someone who said to me I can’t set up a direct debit to pay extra each month like you normally do at every other normal company .. oh no I have to wait until the payment is missed and the credit control team get in touch with me .. so I end up with a fine at my bank for a missed direct debit and a fine with them!
I have never ever know a company so poor in my life! The customer service as appalling most customer service advisors don’t seem to understand what I’m saying .. if you don’t have your inside leg measurement you can’t even speak about your own account!!!
I gave them my address my name my phone number my business name my sort code and still it wasn’t enough to pass security as they also wanted the invoice amount which I couldn’t remember!! Absolutely appalling and unfortunately I’m stuck with them for another 2 years!!! So do yourself a favour and give them a serious wide berth!!!!

The advisor contacted me before I finished reviewing the quotes to see if I had any problems. The prices quoted were excellent and there was no pressure on us to accept. I went back after a few days and accepted the quotes with minor changes. Signing the contract and direct debit were straight forward, even if I did sign twice in error. All in all, a good experience

All my problems were resolved very efficiently.

I entered into a two year contract with this company through Love Energy and paid direct debits on a monthly basis for the electricity used . Depending on the time of year these amounted to anything between about £110 and a few at close to £200. I appreciate that a there is a time delay between the invoice being raised and sent by e mail and when the payment is taken. However having checked on many occasions I was happy with the amount to be taken and it was an oversight on my part not to do this with the final payment of the contract which i had assumed would be normal like the remainder.
It was only when I went on line to pay my tax that i noticed that £2831. 86 had been removed from my account! I went through my payments and checked the meter reading which was easy becasue a new meter had been installed at the beginning of the contract and realised that they had totally ignored the direct debit payments and charged me again pretty much for the full amount of electricity used over the two years.
Having presented them with my calculations they did their own gave me a credit note for £2831.86 with no regret that this was their mistake. I had left the DD open with them and asked them to put this money back into my account immediately as they were capable of removing it instantly. The answer given was that I would have to wait 30 days before this was done!!
The result was that I did not have the funds to pay the tax bill that this money was in my current account for and had to scratch around to sort this. They finally advised that the amount that I would receive was less than the credit note amount becasue I owed them about £40.00 by their calculations for electricity used over the change to another company.
When I suggested that they cancel this invoice in recognition of the trouble they put me to I had total silence from the customer claims team They also promised to get back to me with their comments on the fact that my spread sheet suggested that they had over charged me anyway! I might have over looked something but I don't think so and it would have been useful to have their comments about this.

My advice having gone through this nightmare is never use this company becasue if this happened to someone who might not have the reserves to be able to make alternative arrangements for banking shortfalls this would be a vey serious problem coupled with having to deal with a totally callous company who did not have the decency to correct their mistake in accounting immediately.
The sad thing is that having written this review you will note that there will be an automated response to it saying that they are sorry that I am not happy, but I predict that nothing or any compensation will be offered .