Sunsave: most-reported complaints
Automated analysis of 178 public Trustpilot reviews published 2025-11-06 to 2026-09-18. TrustScore 4.7 from 413 total reviews — see the Trustpilot page. Quick answer: is Sunsave legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report misleading pricing, accounting for 44% of the 9 identified complaints out of 178 reviews analyzed. Support issues are the second most common concern, cited in 22% of the complaints. Trends for these specific issues cannot be established due to the low number of reviews.
How to reach Sunsave
These are the contact details Sunsave publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 020 3868 3236, email [email protected], address 296 - 302 High Holborn, London, WC1V 7JH, GB.
The company claimed its Trustpilot profile on 2023-07-14, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-01. Trustpilot ranks it 18 of 48 in Solar Energy Company. We last checked this profile on 2026-09-24 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 35 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 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: “sunsave / icelolly/ triton,rip off holiday”, “sunsave? how much?”, “sunsave.com”.
Elsewhere: 4.6★ on Google (92 reviews)
TrustScore over time
4.8 → 4.7 across 9 census measurements since 2026-08-12. 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: 2026-08-12 (100%, 3.7d) · 2026-08-15 (100%, 3.7d) · 2026-08-28 (100%, 3.7d) · 2026-09-03 (100%, 3.6d) · 2026-09-09 (100%, 3.6d) · 2026-09-12 (100%, 3.6d) · 2026-09-15 (100%, 3.6d) · 2026-09-20 (90%, 3.6d) · 2026-09-24 (90%, 3.6d).
What their policy promises
complaint process: promptly and fairly
“We aim to resolve complaints promptly and fairly with clear communication and, where appropriate, fair redress.”
complaint process: refer to Complaints Officer or senior management
“If we can’t resolve the problem straight away, we will refer it to our Complaints Officer or a member of the senior management team who will take full ownership of resolving it.”
complaint process: no later than five days
“Send you an initial response letter as soon as we can, and no later than five days after receiving your complaint.”
complaint process: no later than eight weeks
“Send you a final response letter as soon as we can, and no later than eight weeks after receiving your complaint.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Review provenance: 90 company-invited reviews in the recent window average 4.93★, while 90 organic (uninvited) reviews average 4.64★.
15% of its 167 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: misleading pricing makes up 44% of this company’s complaints vs a 20% median across 40 ranked companies in its sector.
Review velocity: 203 of this company’s 413 Trustpilot reviews (49%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Sunsave?
Misleading pricing
4 reports · 44% of complaints“Adverts are highly misleading”
The company replied on 2026-07-21: “Hey Barnes 👋 We’re sorry to hear you aren’t a fan of Sunsave Plus! You’ve made a couple of points here, and we’re happy to address them. 1. You’re right that our model includes finance, but it’s not…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“After several calls, emails and lack of responses, I called one last time today”
The company replied on 2026-01-16: “Hey Peter 👋 We’re sorry to hear that you’ve had this experience! It’s your choice who you go with, and you should do what you feel is best for you and your home. Affordability is the biggest blocker…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“you end up paying double the price which does not really fall within the "cost saving"”
The company replied on 2026-04-21: “Hey 👋 We’re pleased you found our solar specialists to be helpful and friendly, but we’re sorry about the rest! We tried contacting you to find out more about the experience you had, but we didn’t…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
2 reports · 22% of complaints“2 years since my installation and I have had 2 problems.”
The company replied on 2026-02-09: “Hey Robyn 👋 We’re sorry to hear your bird protection has come loose. We’ve spoken with you on the phone and can confirm we’ll send someone out to fix this as soon as we can. In the meantime, rest…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“Sunsave recommended an outside install but never told me the batteries wouldn't work in cold weather”
The company replied on 2026-01-05: “Hi Craig, We’ve been in touch with you since you posted this review, but wanted to address the points here too. We’re really sorry our service hasn’t been what you expected. We account for batteries…”
Our classifier read this reply as a substantive response.
Compare Sunsave 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.