Insite Energy: most-reported complaints
Automated analysis of 314 public Trustpilot reviews published 2025-10-03 to 2026-09-17. TrustScore 4.7 from 4,394 total reviews — see the Trustpilot page. Quick answer: is Insite Energy legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, with 19 reports accounting for 38% of identified complaints, a trend that is falling. Support being unhelpful is the second most common issue, cited in 18 reports (36% of complaints), with the trend remaining flat. Poor core service was reported 13 times (26% of complaints), also showing a flat trend. Billing errors were mentioned in 11 reports (22% of complaints), with this issue showing a rising trend.
How to reach Insite Energy
These are the contact details Insite Energy publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0333 344 3903, address Studio 4, Stuart House, Peterborough, PE1 5DD, GB.
The company claimed its Trustpilot profile on 2018-08-14, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-17. Trustpilot ranks it 16 of 38 in Energy Supplier. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: INSITE ENERGY LIMITED (no. 07073730), active, incorporated 2009 (16.8 years); next accounts due 2026-09-30, last accounts filed 2025-09-10, 1 registered charge. 5 current officers (14 on record historically); 16 filings in the last 12 months (100 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
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: “Shared heating”, “Faulty Guru Hub prepaid meter”, “New-build flat and renewable heating system”.
Elsewhere: 3.9★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 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 (96%, 3.7d) · 2026-08-14 (98%, 3.6d) · 2026-08-18 (98%, 3.6d) · 2026-08-21 (98%, 3.6d) · 2026-08-24 (98%, 3.6d) · 2026-08-27 (96%, 3.6d) · 2026-08-30 (98%, 3.6d) · 2026-09-08 (98%, 3.6d) · 2026-09-11 (98%, 3.6d) · 2026-09-14 (98%, 3.6d) · 2026-09-17 (94%, 3.6d) · 2026-09-21 (98%, 3.5d) · 2026-09-24 (98%, 3.5d).
Severity: 66% of this company’s 50 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 November 2023, 88% of 16 one-to-three-star reviews were 1★; in April 2024, 79% of 14.
Counted from November 2023 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 0.8 days between the experience and publishing their negative review (259 reviews record both dates).
What their policy promises
refund window: 10 working days
“you should receive your refund within 10 working days of making your request.”
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. 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.
Measured reply time: across 243 negative reviews that received a public reply, the median wait was 1.6 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 243 company replies to negative reviews analysed, 36% engaged with the specific problem and 52% were generic templates.
49% of its 263 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 unreachable makes up 38% of this company’s complaints vs a 20% median across 94 ranked companies in its sector.
Review velocity: 605 of this company’s 4,394 Trustpilot reviews (14%) were written in the last 12 months.
What are the most common complaints about Insite Energy?
Support unreachable
19 reports · 38% of complaintsfalling“Email: Replies require a ridiculous 9 business days, rendering this channel useless for urgent issues.”
The company replied on 2025-10-07: “Hello there, We're very sorry for the experience you've had. We have since spoken with you directly and can confirm your account is being created, with a welcome email on the way. While we’re…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I already paid the £311 and emailed them about this, but I still haven’t received any reply.”
The company replied on 2026-01-22: “Hi Khaloud, Thank you for taking the time to leave your review. I can see that we have since spoken directly following your feedback. During our call, we explained the error that occurred, how this…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“Takes them sometimes a week to connect to my meter, so during then I can’t get my balance”
The company replied on 2025-12-17: “Hello Kizzia, We're sorry to hear about the issues with your KURVE account. Please provide your contact information via the TrustPilot request and we will get in touch to help. Kind regards, Team…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
18 reports · 36% of complaintssteady“Live chat messages get read and then ignored”
The company replied on 2026-01-09: “Hello Steven, We're really sorry for the delay in opening your account, we were awaiting confirmation from the leaseholder on a move out date for the previous tenant which we haven't received. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Shannon still say my account is not closed.”
1 reader marked this review helpful on Trustpilot.
“After waiting the timeframe they quoted, I sent a formal follow-up chasing the missing records. They ignored that too.”
The company replied on 2026-02-02: “Hello KL, We're really sorry you have not received the data you have requested, we can provide this for you. Our email response time is currently delayed due to larger than expected volumes over the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Poor core service
13 reports · 26% of complaintssteady“Email: Replies require a ridiculous 9 business days, rendering this channel useless for urgent issues.”
The company replied on 2025-10-07: “Hello there, We're very sorry for the experience you've had. We have since spoken with you directly and can confirm your account is being created, with a welcome email on the way. While we’re…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Takes them sometimes a week to connect to my meter, so during then I can’t get my balance”
The company replied on 2025-12-17: “Hello Kizzia, We're sorry to hear about the issues with your KURVE account. Please provide your contact information via the TrustPilot request and we will get in touch to help. Kind regards, Team…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Insite accidentally disconnected us while finally trying to set up our account.”
The company replied on 2026-02-02: “Hello Julia, We're really sorry for your experience, if you can please share your contact information with us via the Trustpilot request, we can look into this for you. Kind regards, Team Insite”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
11 reports · 22% of complaintsrising since 2026-06“I already paid the £311 and emailed them about this, but I still haven’t received any reply.”
The company replied on 2026-01-22: “Hi Khaloud, Thank you for taking the time to leave your review. I can see that we have since spoken directly following your feedback. During our call, we explained the error that occurred, how this…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I got £311.46 bill for 1 month!!! why? and its 2 bed flat only.”
The company replied on 2025-12-29: “Hello Khaloud, Please can you share your contact information via the TrustPilot request and we can get in touch to help you. Kind regards, Team Insite”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“suddenly my POSITIVE balance turned into MINUS 85 pounds”
The company replied on 2025-12-12: “Hi I’m truly sorry for any frustration or inconvenience caused. I haven’t been able to locate your account and would like to investigate this further. Your feedback is very important to us, and we’d…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Account/app problems
7 reports · 14% of complaintsrising since 2026-06“Live chat messages get read and then ignored”
The company replied on 2026-01-09: “Hello Steven, We're really sorry for the delay in opening your account, we were awaiting confirmation from the leaseholder on a move out date for the previous tenant which we haven't received. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Shannon still say my account is not closed.”
1 reader marked this review helpful on Trustpilot.
“Insite accidentally disconnected us while finally trying to set up our account.”
The company replied on 2026-02-02: “Hello Julia, We're really sorry for your experience, if you can please share your contact information with us via the Trustpilot request, we can look into this for you. Kind regards, Team Insite”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Missed appointments
4 reports · 8% of complaintsrising since 2026-06“I have had no reliable heating or hot water for over seven months”
The company replied on 2026-07-31: “Thank you for your feedback. We are sorry to hear of your experience and appreciate how frustrating the delays and lack of communication has been, particularly given your health circumstances.…”
Our classifier read this reply as a substantive response.
“The engineer never arrived.”
The company replied on 2026-08-11: “Thank you for your feedback. We have taken your comments on board and understand your frustrations regarding the missed appointment. Following our conversation with you yesterday, we have arranged a…”
Our classifier read this reply as a substantive response.
“Unfortunately, the appointment was cancelled by Insite at very short notice.”
The company replied on 2026-08-07: “Thank you for your further feedback. Your comments have been passed to the relevant team, who are continuing to attempt to contact you to discuss the matter further. They will try to contact you…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Insite 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 2026-09-17.