Outfox Energy: most-reported complaints
Automated analysis of 1,712 public Trustpilot reviews published 2021-10-13 to 2026-09-19. TrustScore 4.8 from 56,002 total reviews — see the Trustpilot page. Quick answer: is Outfox Energy legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 240 complaints accounting for 40% of identified issues. Billing errors are the second most frequent concern, cited in 174 cases or 29% of complaints. Additionally, 147 reviewers (25%) mention that support is unreachable, while 61 reports (10%) relate to account or app problems.
How to reach Outfox Energy
These are the contact details Outfox Energy publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0800 103 2702, email [email protected], address North Mills, Frog Island, Leicester, LE3 5DL, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2025-06-16, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. We last checked this profile on 2026-09-23 and found 65 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Citizens Advice (Q4 2025): 3.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2024): 3.64★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2023): 3.31★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2022): 3.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2021): 3.05★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2020): 4.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2019): 2.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 1.3★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 3.97★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2024): 3.64★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2023): 3.31★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2022): 3.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 3.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2020): 4.05★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2019): 2.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2018): 2.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2025): 3.64★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 3.29★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2023): 3.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2022): 3.15★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2021): 4.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2020): 3.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 2.5★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 4.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2025): 3.64★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2024): 3.31★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2023): 3.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 3.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2021): 4.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2020): 3.6★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 2.1★ Citizens Advice customer-service rating. source
Ofgem (Q4 2025): 1 complaints per 10,000 customers. source
Ofgem (Q4 2024): 1 complaints per 10,000 customers. source
Ofgem (Q4 2023): 4 complaints per 10,000 customers. source
Ofgem (Q4 2022): 7 complaints per 10,000 customers. source
Ofgem (Q4 2021): 12 complaints per 10,000 customers. source
Ofgem (Q4 2020): 16 complaints per 10,000 customers. source
Ofgem (Q4 2019): 45 complaints per 10,000 customers. source
Ofgem (Q4 2018): 188 complaints per 10,000 customers. source
Ofgem (Q3 2025): 1 complaints per 10,000 customers. source
Ofgem (Q3 2024): 2 complaints per 10,000 customers. source
Ofgem (Q3 2023): 3 complaints per 10,000 customers. source
Ofgem (Q3 2022): 8 complaints per 10,000 customers. source
Ofgem (Q3 2021): 9 complaints per 10,000 customers. source
Ofgem (Q3 2020): 17 complaints per 10,000 customers. source
Ofgem (Q3 2019): 64 complaints per 10,000 customers. source
Ofgem (Q3 2018): 71 complaints per 10,000 customers. source
Ofgem (Q2 2026): 1 complaints per 10,000 customers. source
Ofgem (Q2 2025): 3 complaints per 10,000 customers. source
Ofgem (Q2 2024): 3 complaints per 10,000 customers. source
Ofgem (Q2 2023): 2 complaints per 10,000 customers. source
Ofgem (Q2 2022): 6 complaints per 10,000 customers. source
Ofgem (Q2 2021): 9 complaints per 10,000 customers. source
Ofgem (Q2 2020): 19 complaints per 10,000 customers. source
Ofgem (Q2 2019): 67 complaints per 10,000 customers. source
Ofgem (Q1 2026): 1 complaints per 10,000 customers. source
Ofgem (Q1 2025): 2 complaints per 10,000 customers. source
Ofgem (Q1 2024): 3 complaints per 10,000 customers. source
Ofgem (Q1 2023): 5 complaints per 10,000 customers. source
Ofgem (Q1 2022): 6 complaints per 10,000 customers. source
Ofgem (Q1 2021): 11 complaints per 10,000 customers. source
Ofgem (Q1 2020): 24 complaints per 10,000 customers. source
Ofgem (Q1 2019): 249 complaints per 10,000 customers. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 34 MoneySavingExpert forum discussions mention this company (browse). Roughly 5 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Outfox Energy meter reading issue”, “Outfox energy”, “Outfox energy website outage 27.08.25”.
Elsewhere: 4.2★ on Google (0 reviews) · 2.1★ App Store (105)
TrustScore over time
4.8 → 4.8 across 13 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 1.3d) · 2026-08-14 (100%, 1.3d) · 2026-08-20 (100%, 1.3d) · 2026-08-24 (99%, 1.3d) · 2026-08-27 (100%, 1.3d) · 2026-09-01 (100%, 1.4d) · 2026-09-04 (99%, 1.4d) · 2026-09-07 (100%, 1.4d) · 2026-09-11 (99%, 1.4d) · 2026-09-14 (98%, 1.4d) · 2026-09-17 (99%, 1.4d) · 2026-09-20 (99%, 1.4d) · 2026-09-23 (100%, 1.4d).
Severity: 27% of this company’s 596 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In December 2025, 67% of 21 one-to-three-star reviews were 1★; in September 2026, 58% of 26.
Counted from December 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.7 days between the experience and publishing their negative review (599 reviews record both dates).
Official record vs what reviewers say
Solid: OFGEM complaints per 100,000 customers, Q3 2018 to Q2 2026 (63 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Independent findings
Which?’s 2026 energy supplier survey scored Outfox Energy across 15 published metrics.
- complaints performance: 11/15
- accurate payments: 3
- clarity of statements: 3
- contacting your supplier: 8/12
- customer communications: 2
- customer score: 73
- ease of contacting: 3
- overall customer service: 2
- smart meters: 8/10
- supporting customers who need it: 7/10
- switching: 2/5
- total score: 71
- usefulness of communications about energy costs: 2
- value for money: 3
- which assessment score: 68
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 484 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of 1 days.
Reply quality: of 484 company replies to negative reviews analysed, 58% engaged with the specific problem and 24% were generic templates.
Review provenance: 1130 company-invited reviews in the recent window average 4.88★, while 67 organic (uninvited) reviews average 3.16★.
15% of its 1068 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 40% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 9,741 of this company’s 56,002 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about Outfox Energy?
Support unhelpful
240 reports · 40% of complaintssteady“They tried to bill me after I was no longer a customer as well.”
The company replied on 2024-01-23: “Good afternoon, Thank you for taking the time to leave an honest review of your experience. We are very sorry to hear about the troubles faced when and after being under our supply. Our teams work…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“they now continue to send me bills which show a three figure credit balance but saying that means I owe them money”
The company replied on 2023-08-07: “Good afternoon Stephen, Thank you for taking the time to leave an honest review of your experience. We are very sorry to hear that you were contacted after you had left us, this must be very…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“8 months later, no one has got back to me. Everytime I ring them it just rings out”
The company replied on 2022-09-07: “Hello Vicki, Thanks for your honest review. We are so sorry that this has happened. We want to make things right and help deal with your smart meter solution. If you can kindly send us an email with…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Billing errors
174 reports · 29% of complaintssteady“overcharging on direct debit accounts by increasing the amount of the estimated annual gas consumption”
The company replied on 2021-12-10: “Hi there, Thank you for your review. We understand your frustration. Due to the price increase, the reason for it is because during the winter, your usage naturally increases and as we are a…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Today they have estimated the reading, which is way out again”
The company replied on 2025-03-04: “Hi Lindsey, I'm very sorry for the frustration this situation has caused. I understand how important it is to have accurate meter readings and clear communication, and I regret that it took multiple…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“Flatly refused to refund credit on my account”
The company replied on 2022-01-05: “Hello there, Thank you for taking your time to give us a review and your feedback. Although we are disappointed to hear this. We aim to provide the best service possible, and we do apologise that…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
Support unreachable
147 reports · 25% of complaintsfalling“The customer service is non-existent. Try the online chat and you will wait forever in a queue”
The company replied on 2021-12-03: “Hello there, I hope you're doing well. We are sorry to hear of your comments. Our company is always open to new feedback to improve our company day by day. Regarding the process of the final bill and…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“Six and a half weeks later I had still not received my final bill, despite numerous requests.”
The company replied on 2021-11-22: “Hello Mr Malcolm Allcroft, Thank you for your review and feedback. We are sorry to hear that your final bill was not issued within the six weeks of the switch. Please know that this was not our…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“After 1 hour of waiting it then disconnected me.”
The company replied on 2022-11-11: “We're sorry to hear you had some difficulty getting in touch with us. If we can still support your query, you can contact us over the phone, webchat or on our social media pages. We will be more than…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Account/app problems
61 reports · 10% of complaintsrising since 2025-04“still unable to log, I am now tired of trying.”
The company replied on 2021-11-05: “Hello David, Thank you for your review and feedback! We want to make things right for you and help you access your account. Moreover, we would like to help clarify any unanswered questions you have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they chose to enter a different value for the gas reading than the one I supplied.”
The company replied on 2025-08-29: “Hi Steve, we're sorry to see there have been issue with your opening meter readings. Please confirm your account details and we'll get this put right. thank you. Team Outfox.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“App doesn't work anymore, currently averaging 2 stars.”
The company replied on 2026-08-24: “Hello Shaun, thank you for your review and, importantly, for being an Outfox Energy customer for many years. We're genuinely disappointed to hear that you feel the service has declined. We recognise…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Refunds delayed
56 reports · 9% of complaintssteady“The customer service is non-existent. Try the online chat and you will wait forever in a queue”
The company replied on 2021-12-03: “Hello there, I hope you're doing well. We are sorry to hear of your comments. Our company is always open to new feedback to improve our company day by day. Regarding the process of the final bill and…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“Six and a half weeks later I had still not received my final bill, despite numerous requests.”
The company replied on 2021-11-22: “Hello Mr Malcolm Allcroft, Thank you for your review and feedback. We are sorry to hear that your final bill was not issued within the six weeks of the switch. Please know that this was not our…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“They tried to bill me after I was no longer a customer as well.”
The company replied on 2024-01-23: “Good afternoon, Thank you for taking the time to leave an honest review of your experience. We are very sorry to hear about the troubles faced when and after being under our supply. Our teams work…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
Switching problems
40 reports · 7% of complaintsrising since 2025-04“The customer service is non-existent. Try the online chat and you will wait forever in a queue”
The company replied on 2021-12-03: “Hello there, I hope you're doing well. We are sorry to hear of your comments. Our company is always open to new feedback to improve our company day by day. Regarding the process of the final bill and…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“Six and a half weeks later I had still not received my final bill, despite numerous requests.”
The company replied on 2021-11-22: “Hello Mr Malcolm Allcroft, Thank you for your review and feedback. We are sorry to hear that your final bill was not issued within the six weeks of the switch. Please know that this was not our…”
Our classifier read this reply as a substantive response.
It promised: refund.
3 readers marked this review helpful on Trustpilot.
“making it impossible for me to get the tarriff that I want”
1 reader marked this review helpful on Trustpilot.
Compare Outfox Energy with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.