Your NRG: most-reported complaints
Automated analysis of 526 public Trustpilot reviews published 2025-11-25 to 2026-09-07. TrustScore 4.8 from 5,755 total reviews — see the Trustpilot page. Quick answer: is Your NRG legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report late deliveries, which accounted for 64% of the 191 complaints identified in the analysis. Support issues were also common, with 23% of complaints citing unhelpful assistance and 12% noting that support was unreachable. Delivery failures made up 14% of the reported issues. The trend for late deliveries and delivery failures remained flat, while complaints about unhelpful support were falling and those about unreachable support were rising.
How to reach Your NRG
These are the contact details Your NRG publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01642 686000, email [email protected], address Baltic Street, Hartlepool, TS25 1PW, GB.
The company claimed its Trustpilot profile on 2022-12-19, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 13 of 25 in Fuel Supplier. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 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.
Elsewhere: 4★ on Google (115 reviews)
TrustScore over time
4.7 → 4.8 across 12 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 (75%, 10.3d) · 2026-08-14 (75%, 10.3d) · 2026-08-18 (74%, 10.3d) · 2026-08-21 (74%, 10.2d) · 2026-08-24 (74%, 10.2d) · 2026-08-27 (75%, 10.1d) · 2026-08-30 (75%, 10.1d) · 2026-09-08 (74%, 10.3d) · 2026-09-11 (74%, 10.3d) · 2026-09-17 (74%, 10.3d) · 2026-09-20 (74%, 10.3d) · 2026-09-24 (75%, 10.4d).
Severity: 30% of this company’s 191 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 February 2025, 54% of 33 one-to-three-star reviews were 1★; in June 2026, 77% of 13.
Counted from February 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 1.4 days between the experience and publishing their negative review (343 reviews record both dates).
Measured reply time: across 245 negative reviews that received a public reply, the median wait was 6.1 days — the company profile reports an average of 10 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 245 company replies to negative reviews analysed, 42% engaged with the specific problem and 45% were generic templates.
9% of its 318 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: delivery late makes up 64% of this company’s complaints vs a 24% median across 53 ranked companies in its sector.
Review velocity: 3,804 of this company’s 5,755 Trustpilot reviews (66%) were written in the last 12 months.
What are the most common complaints about Your NRG?
Delivery late
123 reports · 64% of complaintssteady“They wait until 6pm — when the office is already closed — and only then send an email the day before delivery to say that they won’t be delivering on time after all.”
The company replied on 2026-03-24: “Hello, thank you for your feedback. We’re very sorry to hear about your experience and understand how frustrating and stressful this must have been, especially given the impact on your household. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
“got a text with a delivery date, that came and went with no delivery”
The company replied on 2026-02-13: “Hello Leah, thank you for taking the time to leave your feedback. We understand how frustrating this situation must have been and recognise that we fell short on this occasion. This is not…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“failed to deliver on 3 occasions”
The company replied on 2026-03-11: “Hello, thank you for your feedback. We’re sorry to hear about your experience and acknowledge that this situation is not in line with our usual level of service. Please accept our sincere apologies…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Support unhelpful
44 reports · 23% of complaintsfalling“got a text with a delivery date, that came and went with no delivery”
The company replied on 2026-02-13: “Hello Leah, thank you for taking the time to leave your feedback. We understand how frustrating this situation must have been and recognise that we fell short on this occasion. This is not…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“missed deadlines, poor communication”
The company replied on 2026-03-09: “Hello Jay, thank you for taking the time to leave your feedback. We’re sorry that things didn’t go as smoothly as they should have and understand your disappointment. Please accept our sincere…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“The oil hasn't arrived, we haven't had an update”
The company replied on 2026-02-27: “Hi Christina, thank you for your feedback. We’re sorry that your experience didn’t reflect the level of service we aim to deliver. We are taking your comments on board and using them to improve our…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Delivery failed
27 reports · 14% of complaintssteady“woke up this morning to see they’ve refunded the money without any explanation/email.”
The company replied on 2026-03-24: “Hello Mark, thank you for your feedback. We’re very sorry to hear about your experience and understand how frustrating and concerning this must be, especially given your situation at home. This is…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
4 readers marked this review helpful on Trustpilot.
“they don't actually deliver to my area!”
The company replied on 2026-03-10: “Hello Michael, thank you for your feedback. We’re very sorry for the confusion and frustration caused. Unfortunately, it appears there was an issue with our postcode coverage information at the time…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“they can't deliver the oil I ordered”
The company replied on 2026-03-09: “Hello, thank you for your review. We regret that we did not meet expectations on this occasion and understand the frustration this may have caused. Please accept our sincere apologies. If you would…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unreachable
22 reports · 12% of complaintsrising since 2026-07“They wait until 6pm — when the office is already closed — and only then send an email the day before delivery to say that they won’t be delivering on time after all.”
The company replied on 2026-03-24: “Hello, thank you for your feedback. We’re very sorry to hear about your experience and understand how frustrating and stressful this must have been, especially given the impact on your household. We…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
“unable to speak to anyone about when it can be rescheduled”
The company replied on 2026-03-18: “Hello, Thank you for taking the time to share your experience, and we’re genuinely sorry to hear how disappointed you’ve been on this occasion especially after your previous positive experience with…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“no communication from this company and no oil delivery”
The company replied on 2026-03-24: “Hello Helen, thank you for your feedback. We’re very sorry to hear about your experience and understand how frustrating it must be. We apologise for the missed delivery and the difficulty reaching…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Overcharging
21 reports · 11% of complaintsfalling“thats a MASSIVE overcharge and they should be reported to trading stahdards for false advertising.”
6 readers marked this review helpful on Trustpilot.
“they took the full amount”
The company replied on 2026-03-09: “Hello David, thank you for your feedback. We’re sorry to hear that your experience was not in line with the service we aim to provide and apologise for the inconvenience this may have caused. If you…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“recent double in price”
3 readers marked this review helpful on Trustpilot.
Billing errors
15 reports · 8% of complaintsrising since 2026-07“Then we get a letter demanding payment for the oil we did not order or they would help themselves to our tanks!”
The company replied on 2026-03-10: “Good Afternoon, Many thanks for your feedback and I'm sorry to hear this. Please could you send your details onto our customer services manager so she can get this investigated for you? You can…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“driver delivered 100L short on Christmas eve”
2 readers marked this review helpful on Trustpilot.
“The invoice I received was for 672 litres at the higher rate.”
The company replied on 2026-07-16: “Hi Graham, Thank you for your feedback. I hope these issues have now been resolved after speaking to our team, if you still require any further assistance please don't hesitate to get in touch with…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Your NRG 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 2026-09-08.