Good Energy: most-reported complaints
Automated analysis of 350 public Trustpilot reviews published 2025-12-24 to 2026-09-11. TrustScore 4.8 from 15,012 total reviews — see the Trustpilot page. Quick answer: is Good Energy legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report billing errors, which accounted for 41% of the 44 complaints identified in the analysis. Support issues were also frequent, with 36% of complaints citing unhelpful service and 25% noting that support was unreachable. Additionally, 14% of complaints involved problems with switching providers. While the trend for unreachable support is rising, the trends for billing errors and unhelpful support remain flat.
How to reach Good Energy
These are the contact details Good Energy publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0345 034 2400, email [email protected], address Good Energy LTD, Monkton Park Offices, Monkton Hill, Chippenham, SN15 1GH, GB.
The company claimed its Trustpilot profile on 2017-04-21, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-11. Trustpilot ranks it 10 of 38 in Green Energy Supplier. We last checked this profile on 2026-09-23 and found 10 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Citizens Advice (Q4 2025): 3.46★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2024): 3.57★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2023): 2.87★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2022): 2.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2021): 2.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2020): 2.55★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2019): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2017): 2.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 3.57★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2024): 3.22★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2023): 2.32★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2022): 2.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 2.95★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2020): 2.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2019): 3.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2018): 3.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2025): 3.22★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 3.22★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2023): 2.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2022): 2.4★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2021): 3.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2020): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 3.05★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2018): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 3.49★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2025): 3.22★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2024): 2.87★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2023): 2.55★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 2.95★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2021): 2.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2020): 3.4★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2018): 2.55★ Citizens Advice customer-service rating. source
Ofgem (Q4 2025): 81 complaints per 10,000 customers. source
Ofgem (Q4 2024): 121 complaints per 10,000 customers. source
Ofgem (Q4 2023): 157 complaints per 10,000 customers. source
Ofgem (Q4 2022): 154 complaints per 10,000 customers. source
Ofgem (Q4 2021): 127 complaints per 10,000 customers. source
Ofgem (Q4 2020): 148 complaints per 10,000 customers. source
Ofgem (Q4 2019): 97 complaints per 10,000 customers. source
Ofgem (Q4 2018): 79 complaints per 10,000 customers. source
Ofgem (Q4 2017): 72 complaints per 10,000 customers. source
Ofgem (Q4 2016): 42 complaints per 10,000 customers. source
Ofgem (Q4 2015): 127 complaints per 10,000 customers. source
Ofgem (Q4 2014): 227 complaints per 10,000 customers. source
Ofgem (Q3 2025): 77 complaints per 10,000 customers. source
Ofgem (Q3 2024): 130 complaints per 10,000 customers. source
Ofgem (Q3 2023): 157 complaints per 10,000 customers. source
Ofgem (Q3 2022): 182 complaints per 10,000 customers. source
Ofgem (Q3 2021): 111 complaints per 10,000 customers. source
Ofgem (Q3 2020): 97 complaints per 10,000 customers. source
Ofgem (Q3 2019): 80 complaints per 10,000 customers. source
Ofgem (Q3 2018): 58 complaints per 10,000 customers. source
Ofgem (Q3 2017): 69 complaints per 10,000 customers. source
Ofgem (Q3 2016): 57 complaints per 10,000 customers. source
Ofgem (Q3 2015): 114 complaints per 10,000 customers. source
Ofgem (Q3 2014): 204 complaints per 10,000 customers. source
Ofgem (Q2 2026): 87 complaints per 10,000 customers. source
Ofgem (Q2 2025): 87 complaints per 10,000 customers. source
Ofgem (Q2 2024): 138 complaints per 10,000 customers. source
Ofgem (Q2 2023): 170 complaints per 10,000 customers. source
Ofgem (Q2 2022): 144 complaints per 10,000 customers. source
Ofgem (Q2 2021): 136 complaints per 10,000 customers. source
Ofgem (Q2 2020): 122 complaints per 10,000 customers. source
Ofgem (Q2 2019): 74 complaints per 10,000 customers. source
Ofgem (Q2 2018): 53 complaints per 10,000 customers. source
Ofgem (Q2 2017): 101 complaints per 10,000 customers. source
Ofgem (Q2 2016): 103 complaints per 10,000 customers. source
Ofgem (Q2 2015): 110 complaints per 10,000 customers. source
Ofgem (Q2 2014): 198 complaints per 10,000 customers. source
Ofgem (Q1 2026): 102 complaints per 10,000 customers. source
Ofgem (Q1 2025): 106 complaints per 10,000 customers. source
Ofgem (Q1 2024): 184 complaints per 10,000 customers. source
Ofgem (Q1 2023): 182 complaints per 10,000 customers. source
Ofgem (Q1 2022): 124 complaints per 10,000 customers. source
Ofgem (Q1 2021): 195 complaints per 10,000 customers. source
Ofgem (Q1 2020): 91 complaints per 10,000 customers. source
Ofgem (Q1 2019): 92 complaints per 10,000 customers. source
Ofgem (Q1 2018): 63 complaints per 10,000 customers. source
Ofgem (Q1 2017): 81 complaints per 10,000 customers. source
Ofgem (Q1 2016): 135 complaints per 10,000 customers. source
Ofgem (Q1 2015): 199 complaints per 10,000 customers. source
Ofgem (Q1 2014): 200 complaints per 10,000 customers. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 290 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: “E: 25/08 Win A Good Energy Goodie Bag (Account Holders)”, “E: 04/11 Win a year’s supply of Good Energy electricity (£550)”, “Good Energy Shares suspension”.
Elsewhere: 5★ on Google (86 reviews)
TrustScore over time
4.8 → 4.8 across 14 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%, 2.9d) · 2026-08-14 (100%, 2.9d) · 2026-08-18 (100%, 2.9d) · 2026-08-21 (100%, 2.9d) · 2026-08-24 (100%, 2.9d) · 2026-08-27 (100%, 2.9d) · 2026-09-01 (100%, 2.6d) · 2026-09-04 (98%, 2.6d) · 2026-09-07 (100%, 2.6d) · 2026-09-11 (98%, 2.6d) · 2026-09-14 (100%, 2.6d) · 2026-09-17 (100%, 2.6d) · 2026-09-20 (100%, 2.6d) · 2026-09-23 (100%, 2.6d).
Severity: 50% of this company’s 44 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 October 2022, 86% of 14 one-to-three-star reviews were 1★; in January 2024, 73% of 11.
Counted from October 2022 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 0.9 days between the experience and publishing their negative review (288 reviews record both dates).
Official record vs what reviewers say
Solid: OFGEM complaints per 100,000 customers, Q1 2014 to Q2 2026 (84 quarters of official data). Dashed: our share of complaints about “billing errors” 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 Good Energy across 15 published metrics.
- complaints performance: 9/15
- accurate payments: 3
- clarity of statements: 3
- contacting your supplier: 5/12
- customer communications: 3
- customer score: 81
- ease of contacting: 3
- overall customer service: 3
- smart meters: 7/10
- supporting customers who need it: 8/10
- switching: 1/5
- total score: 69
- usefulness of communications about energy costs: 3
- value for money: 3
- which assessment score: 57
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2025-11-26 (Social media (paid ad)) — A paid-for Meta ad for Good Energy made unsubstantiated savings claims about greener home installation and failed to include all material information.
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.
What their policy promises
complaint process: free of charge
“Making a complaint is free of charge, and we will always offer an explanation and an apology.”
complaint process: remedial action and compensation
“If required and appropriate, we will also take remedial action and may award you compensation.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +2/-2 lines; added: Good Energy Services Limited is registered with Companies House at: | Good Energy Services Limited, 14502884, of Monkton Park Offices, Monkton Park, Chippenham, Wiltshire, SN15 1GH is an Appointed Representative of Shermin Finance Limited FRN 727594. Company Registration 01276121. Registered Office ; removed: Good Energy Services Ltd is registered with Companies House at: | Good Energy Services Ltd, 14502884, of Monkton Park Offices, Monkton Park, Chippenham, Wiltshire, SN15 1GH is an Appointed Representative of Shermin Finance Limited FRN 727594. Company Registration 01276121. Registered Office Homeserv (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 596 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 596 company replies to negative reviews analysed, 46% engaged with the specific problem and 48% were generic templates.
Review provenance: 218 company-invited reviews in the recent window average 4.94★, while 150 organic (uninvited) reviews average 4.70★.
24% of its 342 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: billing errors makes up 41% of this company’s complaints vs a 22% median across 55 ranked companies in its sector.
Review velocity: 1,234 of this company’s 15,012 Trustpilot reviews (8%) were written in the last 12 months.
What are the most common complaints about Good Energy?
Billing errors
18 reports · 41% of complaintssteady“as yet I have never received a payment from them this year”
The company replied on 2026-07-29: “Hello Angela, We appreciate you sharing your experience and feedback with us. We are truly sorry to hear about the difficulties you've encountered regarding your payments and the interactions you've…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“It took almost 6 months for the electric supply switch”
The company replied on 2026-04-02: “We appreciate you bringing this to our attention. We regret to hear about the delays you experienced with your electric supply switch and the billing issues. We are also sorry to hear that your solar…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They then used the supposed lack of readings to adjust my previous years bills, which had been promptly paid every month, so that they could increase my final payment.”
The company replied on 2026-03-27: “Hi Judith, We appreciate you bringing this to our attention. We're sorry to hear about the difficulties you experienced with your final bill and meter readings. Please kindly get in touch wth Good…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
16 reports · 36% of complaintssteady“as yet I have never received a payment from them this year”
The company replied on 2026-07-29: “Hello Angela, We appreciate you sharing your experience and feedback with us. We are truly sorry to hear about the difficulties you've encountered regarding your payments and the interactions you've…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I have tried to follow this up with no success from their customer service team.”
The company replied on 2026-01-26: “We appreciate you bringing this to our attention. We're sorry to hear about the difficulties you've experienced with the meter readings, the new meter registration, and the missing payment. We're…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“unintelligent customer services person who did not understand that my gas consumption would be far less”
The company replied on 2026-03-18: “We appreciate you sharing your experience. We're sorry to hear about the high direct debit, the difficulty reaching us, and the unsatisfactory support regarding your energy consumption and PV system.…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unreachable
11 reports · 25% of complaintsrising since 2026-06“Since I switched back they have failed to credit me for my energy export”
The company replied on 2026-07-31: “Hello, We’re really sorry to hear that you’ve felt this way about your experience. This isn’t the experience we want for our customers, and we’d really like the opportunity to look into this properly…”
Our classifier read this reply as a template response.
“The bill included clearly inconsistent and estimated meter readings”
The company replied on 2026-05-01: “Hi Rob, We appreciate you bringing this to our attention. We're sorry to hear about the issues you experienced with the agent, billing, and data handling. We take your concerns seriously and will…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“emails remained unanswered until you find 40 minutes in your calendar to sit on hold”
The company replied on 2026-04-02: “We appreciate you bringing this to our attention and are sorry to hear about the issues setting up your export contract and the confusion regarding the meter. We'll investigate these concerns with…”
Our classifier read this reply as a template response.
Switching problems
6 reports · 14% of complaintsfalling“It took almost 6 months for the electric supply switch”
The company replied on 2026-04-02: “We appreciate you bringing this to our attention. We regret to hear about the delays you experienced with your electric supply switch and the billing issues. We are also sorry to hear that your solar…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I was unfairly charged £100 exit fee when I made several repeat efforts to switch with no guidance”
The company replied on 2026-03-17: “We appreciate you sharing your experience. We're sorry to hear about the difficulties you faced with the switch, the exit fee, and the bill clarity. We'll review your feedback regarding our customer…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The blocked the switch, quite unbelievable”
The company replied on 2026-02-13: “Hello, We appreciate you sharing your experience. We're sorry to hear about the difficulties you encountered while switching suppliers and the issues with your direct debit and payments. We'll…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
4 reports · 9% of complaintssteady“Without my permission my fixed term term agreement was changed to a much more expensive npne fixed tariff.”
The company replied on 2026-03-27: “Dear David, We appreciate you bringing this to our attention. We're concerned to hear about the tariff changes and the solar export rate adjustment without your consent. Please get in touch with our…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“I received a letter from a debt collector quoting good energy so I rang them thought I had sorted it out but then 3 days later their agent came to my house and smashed my back gate in”
The company replied on 2026-03-19: “We appreciate you sharing this experience. We're sorry to hear about the difficulties you faced regarding the transfer and the subsequent issues, including the alleged property damage and the final…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“No price drop from the green levy reduction for off peak rates.”
The company replied on 2026-04-14: “Hello Mr Marshall, We’re really sorry to hear that you’ve felt this way about your experience. This isn’t the experience we want for our customers, and we’d really like the opportunity to look into…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Other
4 reports · 9% of complaintsrising since 2026-06“Unsolicited emails, despite unsubscribe requests”
The company replied on 2026-03-11: “Good morning, Thank you for taking the time to leave a review. We’re sorry to hear that you have continued to receive emails after requesting to unsubscribe. This is certainly not the experience we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I’ve been sending this waste of time company emails telling them I’ve been hacked with my bank details”
The company replied on 2026-06-18: “Dear Mark, Thank you for your time responding to the Trustpilot. We are very sorry to hear that your account has been hacked and that the payments are being requested. Please kindly get in touch…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“BUT I had a smart meter installed 10 July and they have just told me they still don't know when our solar panel contribution to the grid will be available”
The company replied on 2026-09-07: “Hello, We appreciate you taking the time to share your experience. We understand your frustration regarding the delay in getting your solar panel contributions registered after your smart meter…”
Our classifier read this reply as a template response.
Compare Good 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 2026-09-11.