Energy Advice Line Limited: most-reported complaints
Automated analysis of 170 public Trustpilot reviews published 2014-01-09 to 2026-09-03. TrustScore 5 from 974 total reviews — see the Trustpilot page. Quick answer: is Energy Advice Line Limited legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues regarding unhelpful support and other unspecified complaints. These concerns account for the identified complaints among the 170 reviews analysed. Specific examples include staff mixing up meter serial numbers and wasting customers' time. No clear trend can be established for these issues due to the low number of reports.
How to reach Energy Advice Line Limited
These are the contact details Energy Advice Line Limited publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01202 025 399, email [email protected], address Suite A, 2nd Floor, Burlington House, Burlington Arcade, Bournemouth, BH1 2HZ, GB.
The company claimed its Trustpilot profile on 2014-05-21 and uses Trustpilot’s paid features. Trustpilot ranks it 3 of 38 in Price Comparison Site. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 4 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: “'Green Deal' loan on the property we are buying?”, “Free Loft Insulation Delivered to first 1000 Bristol Residents”, “Moving into all electric flat with storage heaters and THTC, any tips during the pre-move??”.
Elsewhere: 5★ on Google (3 reviews)
TrustScore over time
5.0 → 5.0 across 5 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 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-09-03 (100%, 0.0d) · 2026-09-06 (100%, 0.0d) · 2026-09-18 (0%, 0.0d).
What their policy promises
complaint process: Consumer Direct (08454 04 05 06)
“NB OFGEM does not deal directly with any energy related enquiries/ complaints itself, but refers calls to Consumer Direct (08454 04 05 06).”
complaint process: near 100%
“EAL are very proud of a near 100% contract ‘live rate’.”
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.
35% of its 158 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 29% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 38 of this company’s 974 Trustpilot reviews (4%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Energy Advice Line Limited?
Support unhelpful
2 reports · 29% of complaints“They got meter serial numbers mixed up”
“his tone changed dramatically and was very rude accusing me of lying”
Other
2 reports · 29% of complaints“They have wasted countless hours of my time”
The company replied on 2016-12-15: “Dear Andy, We are very sorry that you are not pleased with the level of service received by Energy Advice Line. As you are aware, I have tried to make contact to understand the full nature of your…”
Our classifier read this reply as a substantive response.
It promised: refund.
“The accuracy of the final e-mail was atrocious”
Compare Energy Advice Line Limited 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.