Smooth switch. Unfortunately the cheaper price, reason for my switch, didn't last adue to increase in global gas prices! I think it is still marginally cheaper than competitors but will have to k... See more
Igloo Energy
Thanks for visiting Trustpilot. Unfortunately, it’s not possible to leave a review here anymore because the company’s website has closed. Feel free to contact us if you have any questions.
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I moved to Igloo few years ago and dont regret it, they answer your queries very quickly, website excellent, prices overall very good. the do struggle with me having solar panels and spend more money... See more
Company replied
I can't rate Igloo highly enough. Aside from offering great value, Cerys (in the metering team) worked tirelessly to sort out a smart meter issue that had been left by my previous supplier. I'm not su... See more
I am customer of Igloo since last 3-4 years. Not much issue with bill. In last few months two high price hike. My average bill gone 50% high. Also, standing charges are high compared to other suppl... See more
Company replied
Company details
Written by the company
Our mission is to help make our customers’ homes smarter, more efficient and cost less to run while helping the world get a cleaner energy system.
Contact info
1-4 Cumberland Place, SO15 2NP, Southampton, United Kingdom
- 0333 016 4500
- works@igloo.energy
- igloo.energy
Been a customer a couple of months
Been a customer a couple of months. Second month they hiked prices, now they’re hiking them up again! So anything around £18 plus extra a month on top of your monthly bill you pay now!
August 31, 2021
Unprompted review
Reply from Igloo Energy
Hi Nik,
Thank you for your feedback, and for taking the time to leave us a review, we greatly appreciate any feedback that our customers have for us on our service, and I'm very sorry to hear that this hasn't been up to the standard that we aim to provide.
We understand that there's no good time for a price increase, and we always try to be transparent as possible with our variable tariff, this means that our prices can increase as well as decrease. Since the beginning of this year the wholesale cost of gas has increased by 180% and with the UK’s reliance on gas fired power stations to generate electricity, this has resulted in a 265% increase in wholesale electricity prices.
The price change will affect all of our customers in the same way, and we recognise that some customers might choose not to remain with us in the wake of this. We will always give our customers 30 days’ notice of any price increase to give you the time to compare our tariff with the market and decide if you would like to stay with us, or switch to a new supplier. If you choose to leave, you can do so. We don't charge any exit fees, so you won't be charged to switch to a new supplier, though we will be sad to see you go.
If you do decide you would prefer to switch providers, you can do so before the 29th of October, and we will honour the old prices until the switch is completed.
Thank you again for your feedback, and for taking the time to leave this for us.
Best wishes,
Mair
Team Igloo
Advertisement
Continually increased my direct debit…
Continually increased my direct debit despite mr sitting in £300 credit. Better sticking to the big suppliers on a fixed rate. They even had my usage wrong
August 31, 2021
Unprompted review
Reply from Igloo Energy
Hi Laura,
Thank you for your review, and for taking the time to leave us your feedback. We greatly value any feedback that our customers might have for us, as it helps us to improve upon our service going forwards.
I'm very sorry to hear that your direct debit has been increased whilst you've been in a credit balance. We will always try to help you keep on top of your energy usage with your payments whilst you're on supply with us, this means that your direct debit is less likely to increase by a much higher amount later down the line if your account does fall into a debit balance.
While you might be in credit now, you might not be in 12 months time as we consider the forecast over the course of the year. It's important that we have recent meter readings, where possible, so that we can ensure that our calculations for your direct debit are as accurate as possible.
Thank you again for your time, and for providing your feedback to us.
Best wishes,
Mair
Team Igloo
Seem to like price rises
Been a customer for a couple of months, initial good price soon changed as day 2 of being a customer I got a large price increase email, then 2 months later I get another email saying prices are going up again.
I think I'll get on the comparison sites to switch to someone else soon
August 31, 2021
Unprompted review
Highly recommended
Highly recommended.
With them for a couple of years with excellent customer service, but swapped for marginally cheaper tariff. BIG MISTAKE! Swapped back to Igloo within 6 weeks and once again they have been outstanding.
August 31, 2021
Unprompted review
Reply from Igloo Energy
Hi Barbara,
Thank you so much for your lovely feedback! I am so pleased that you are happy with our service! Providing good customer service is at the heart of our company, so to hear your experience is as hoped is amazing!
Please let us know if there is anything else we can do for you!
Have a wonderful day, and please stay safe!
Best wishes,
They can not be contacted in any way
They can not be contacted in any way. they have set the monthly direct debit 173 pound when with my current supplier im paying 68 pound at the moment.
Probably charging October raised prices in September already.
August 31, 2021
Unprompted review
Reply from Igloo Energy
Hi there,
Thank you for your feedback, and for taking the time to leave your review. I'm very sorry to hear that your experience with us recently hasn't been up to the standard of service that we would aim to provide, and that you have struggled to contact us on this.
We want to help make sure that your payments cover your monthly usage, to prevent your account from falling into debit. To calculate this, we take your average monthly consumption and at the incoming tariff prices and remove the average monthly consumption for the old tariff to get your Direct Debit price change amount. It's important that we have up-to-date meter readings to make sure that these calculations are accurate for you.
The difference is used to adjust your previous Direct Debit amount, and this is your new monthly payment amount for your energy use.
We review your payments regularly throughout the year, and you can also amend your own direct debit through your online account if you have been on supply with us for over 6 months.
I'm very sorry that you've struggled to reach us, we are experiencing increased amounts of inbound contact currently, and we're working hard to get to all of our customers as quickly as possible.
Thank you again for your feedback, and have a safe and lovely day.
Mair
Team Igloo
Advertisement
So happy with Igloo
I've been with Igloo now for three years and I'm delighted with them. They feel different, somehow; more personal, more ethical, more honest.
August 31, 2021
Unprompted review
Reply from Igloo Energy
Hi Andrea,
Thank you for your review and comments made, your feedback to us is invaluable in how we continue to strive to deliver excellent service to our customers at igloo.
Should you have any other questions or queries, we're always here for you, so please do not hesitate to get in touch.
Best wishes,
Dont care about mental health or human rights
Was very happy with the unit price but they have refused to switch a smart meter into dumb mode as it effects my disability (PTSD) and its my basic human right to say if I want the thing in my home even if I am a council Tennant. So feel they do not take mental health seriously and human rights they are also telling me to go to the Ombudsman if I am not happy with this even though I said this would effect my health I never agreed to a smart meter or them monitoring my data in my opinion this is criminal
August 28, 2021
Unprompted review
Reply from Igloo Energy
Hi,
Thank you for taking the time to leave us a review.
I sincerely apologise to hear of the issues you have been facing regarding your smart meter not being switched to 'dumb mode'. I understand that you have concerns regarding your health and I want to assure you that we do take the health and well-being of all of our customers seriously.
I understand that a couple of the common concerns regarding smart meters are what side effects they can have and whether they release radiation. There has been extensive research carried out by Public Health England (PHE) on smart meters and it has been proven that smart meters are safe. There are many articles provided by official websites that confirm smart meters are safe.
If you would like further information regarding smart meters and the safety of them, please contact us at team@igloo.energy, and we will be more than happy to help.
Best Wishes,
Tasha
Very good
Very good pricing.
Excellent customer service. Very happy with my switch so far
August 25, 2021
Unprompted review
Reply from Igloo Energy
Hi Bonny,
Thank you so much for your positive feedback, we really value our customers and want to make them feel that they are put first in all things.
We're so pleased you've recognised this in your service so far and aim to impress throughout your entire contract.
If we can ever help you further, please feel free to reach out.
Stay well,
Customer service was good but service wasn't great
My friend recommended me this energy company. I have signed up with them in May. Unfortunately they made mess to take over my meter from my current supplier . And it didn't happened last few months. But they have taken direct debit from me. After two months wasting my time , they are asking me are you still interested, if you interested we take over and it take another 19 days. I said I just want my money beck. Thay said it take 10 days to process the refund. Still I am waiting to get refund. It was worse experience I have ever had. But they have got a good customer service. Please sort my refund....thank you.
August 24, 2021
Unprompted review
Reply from Igloo Energy
Hi Mohammad,
Thank you for your review.
I am sorry you have experienced a delay with your refund request.
I will be happy to help, and have requested your information via Trustpilot to allow me to locate your account and provide further assistance.
Once we have the information, I will be happy to provide a full update on the issues you have raised.
Best Wishes,
Chloe
Advertisement
Reply from Igloo Energy
Hi Stephen,
I am truly sorry to hear this, that is not the level of customer service that we expect for our customers.
I have requested further details via Trustpilot so that I can look into this further for you.
I look forward to hearing from you soon.
Best wishes
Craig
very bad customer service
very bad customer service, sends automated email and never tries to rectify the faults in records. Got wrong meter readings, charged ridiculous amount, never tries to rectify even after repeated emails plus harassment email asking me to do a electricity test by boiling kettle to take meter reading,rather than sending someone to look for the problem. Please avoid. They have mobile app etc to submit meter readings, still no use.
August 20, 2021
Unprompted review
Reply from Igloo Energy
Hi Robert,
Thank you for your review.
I am truly sorry to hear of the issues you are experiencing regarding the level of customer service you have received and your meter readings.
I would really like to put this right for you, so I have requested further information through Trustpilot
I look forward to hearing from you.
Many thanks,
Tasha
UPDATED
I was with Igloo in 2018 and left because I found a better deal.
Yesterday, 18/8/21, 3 years later. I received an email saying they are passing my details to a debt collection agency because I owe £57. They say they have contacted me 4 times over 4 weeks. Yet surprisingly I have not received a single email, apart from the one received yesterday. Absolutely absurd!
UPDATE
I have spoken to Igloo who admitted their mistake, due to new billing department. They have now waved the charges. Good customer service.
August 19, 2021
Unprompted review
Reply from Igloo Energy
Hi there,
Thank you for your review, and for taking the time to leave feedback for us. We value all feedback we receive, and I'm sorry to hear that you've not experienced the kind of service that we aim to provide in this instance.
I want to make sure that this is resolved for you, so that we can assist best with this, I have requested some further information through Trustpilot.
I'm very sorry to hear that you've experienced issues with the communication regarding your account and any outstanding balance, and I want to ensure that this is investigated and resolved for you.
Thank you again for taking the time to leave your feedback and have a safe and lovely afternoon.
Best wishes,
Mair
Team Igloo
Misleading FAQ and sketchy practices with Direct Debit
EDIT #2: It's becoming a bit annoying that Igloo keeps shooting themselves in the foot with these replies, so I'll keep it short: I didn't give you my details because I solved the problem myself by switching suppliers. I had already mentioned that.
EDIT: After the bizarre reply Igloo has left below, I'm even more convinced I made the right choice, as their Customer Service seems to have just skimmed the review or is intentionally responding for PR's sake in a way that doesn't actually address my complaint at all.
(1) I did not complain about the level at which my direct debit was calculated, but rather about the lack of control over it, i.e. the inability to edit it myself. This was my main complaint. It was completely ignored.
(2) My other main complaint was the false advertising - the FAQ saying I would be able to edit my direct debit after the first bill when their Customer Service said otherwise. This complaint was also ignored in the reply below.
Instead, they go on a tangent related to the interest paid on the "slight" credit I would build with them over the summer. 50% of the amount I had paid thus far is by no means "slight" in my book and I have better financial products to direct my money to than an interest provided by an energy supplier.
I'm not sure why they felt the need to address their price increase either, as it was not part of my two complaints - in fact, I specifically attributed it to bad luck in my original review. The problem they should have addressed about it was asking for consent in increasing the direct debit instead of doing it unilaterally with no possibility for the customer to adjust it themselves subsequently.
All in all, the level of service provided in the reply below continues to be disappointing by failing to address the main points of my grievance and going off on unrelated tangents and point I had acknowledged as unfortunate (rather than caused by poor service) from the start. At this point, I would give them 0/5 if I could. (End of EDIT)
I started my switch to Igloo in May after spending some time shopping around for a company that would offer an affordable tariff and good control over my account. I went with Igloo after reading I would be able to control the amount I pay via Direct Debit once the first bill is calculated and checking that their prices were competitive. The amount they set for me to pay initially felt a bit high, but whatever, I would be able to change it after the first month (monthly billing), right?
Within a month of the switch being complete, Igloo emailed me about increasing its energy prices by over 12% and unilaterally increased the amount of my Direct Debit - no questions, no request for confirmation. The increase was abrupt, but hey, I guess bad luck on my part, but the Direct Debit?! Really? As soon as my first bill arrived, I went to my online account to adjust my payments to a more acceptable value, but the option was nowhere to be found after following the instructions on their website. I complained in a message and their representative had the gall to not just say that the Direct Debit can't be altered until I've been with them for at least six months, but also to suggest that reducing it would mean I'd be paying less than what I consume - which was not just factually untrue, but based on no data whatsoever, whereas I was basing my estimate on my own energy usage with previous suppliers in the flat I've lived in for nearly five years now.
With promises of both the affordable prices and the decent control of my account gone out the window and a quarter-baked response from their customer support all coming within a couple of months of my supply starting, there seemed to be more red flags flying around than at a Soviet parade, so I swiftly initiated a supplier switch to PFP, for a better deal and actual control over the amounts I pay, as well as an initial Direct Debit amount set slightly lower than what I was paying before switching to Igloo to begin with. To top that up, the refund from Igloo after my final bill ended up being about half of all I had paid until that point, so not much water held by their claim that I'd be paying less than I consume (even accounting for the upcoming winter four months away).
All in all, the best aspect of their "service" was the pace at which everything went downhill, from the affordability to the control to the inane response of the customer service representative (though at least they acted in good faith when they offered to lodge a formal complaint on my behalf), which meant I had an early yet convincing view of the quality of their care for their customer base and enough evidence to act on in changing my supplier immediately. They still haven't changed their FAQ to match what their customer service claimed about Direct Debit alterations. I would avoid them like a plague.
August 19, 2021
Unprompted review
Reply from Igloo Energy
Hi DCM,
Thank you for taking the time to leave a review.
I am sorry to hear that you are unhappy with the level of customer service you have received.
At Igloo, we calculate a set monthly direct debit, this figure is based on your usage given to us when you sign up to us; the aim of this is to ensure your payments are evenly spread across the year, covering your costs in the winter months when more energy is used, and allowing you that breathing room in the summer months of knowing that you have already paid for your extra winter usage with your standard direct debit. If your Igloo account is in credit, we also award you a 3% interest on that credit up to the value of £1000.
As we set a standard monthly direct debit for your energy costs, we are aware that in some months you may build a slight credit. If you wish for this credit to be returned to you, all you need to do is pop us an email or give us a call, and we'll be happy to address your payments and refund any credit for you then and there. I appreciate you have now left our supply, however, your feedback is very appreciated here.
As we only offer one single variable tariff, prices may change at any time. It is unfortunate this price increase took place as you joined us, however, we are applying the change to all customers at the same time.
I have requested your details via Trustpilot, so I am able to assist further with this for you. I am very keen to resolve this for you.
I hope to hear from you soon via Trustpilot, or if you prefer, you can contact us at team@igloo.energy or call us on 0333 405 5555.
Thank you,
Victoria
[EDIT]
Hi DCM,
Thanks for getting back to us, I hope you had a lovely bank holiday weekend.
I do apologize that we were unable to resolve this for you within our first response. We did request your details so that we can resolve this for you, however, you did not respond, and therefore we have been unable to reach out to discuss this further. I am sorry about this!
You are able to change your direct debit on the Igloo app if your direct debit has recently been reviewed, however, in some instances you may need to contact us in order to change your direct debit in order to ensure any changes are adequate for your usage, and to protect the account from falling into debit.
As you make your monthly payment and then start using your energy, we recommend you always keep at least one month’s worth of payments as credit on your account whilst you are on supply with us. This will help you to protect against a surprise build-up of debt balance in case you use a bit more energy one month.
I hope this helps, but please reach out if you need further assistance,
Take care,
Advertisement
So far so good I moved to igloo from a…
So far so good I moved to igloo from a company that I was put with as mine went belly up , wasn’t happy with their customer service or how they handled everything, i did a little research and igloo was recommended by Martin Lewis so I gave it a go . Had a really easy switch comms were great too would recommend ..
August 17, 2021
Unprompted review
excellent customer service
August 16, 2021
Reply from Igloo Energy
Hi Marc,
Thanks for your feedback, as a growing company we appreciate all our customers comments.
It's great to hear you're happy with Igloo, we strive to deliver excellent customer service and keep things straightforward so we're pleased you're happy.
If there's anything you need, please do reach out as we're always happy to help.
Best wishes,
All sorted with the minimum of fuss.
August 15, 2021
Reply from Igloo Energy
Hi Ken,
Thank you for taking the time to leave us this lovely feedback.
It's great to hear that our team were prompt in replying and explained what was happening.
Please don't hesitate to contact the team in the future on 0333 405 5555 or at team@igloo.energy if we can be of any help!
Best wishes,
Victoria
Team Igloo
Always helpful professional and…
Always helpful professional and friendly staff thank you
August 15, 2021
Reply from Igloo Energy
Hi Jules,
Thanks for your feedback, as a growing company we appreciate all our customers comments.
It's great to hear you're happy with Igloo, we strive to deliver excellent customer service and keep things straightforward so we're pleased you're happy.
If there's anything you need, please do reach out as we're always happy to help.
Best wishes,
Advertisement
Easy to move account
Easy to move account. We have 2 meters and only 1 was transferred to begin with, hence only 4 stars!
August 15, 2021
Reply from Igloo Energy
Hi GC
Thanks for your comment - we'd love to get this looked into in a bit more detail for you - please get in touch with us on 0333 405 5555 Monday-Friday 9am - 4:30pm and either myself or one of my colleagues will do our best to help with this further!
Thanks again!
A very good company to deal with
I’m pretty new to Igloo but I’m really impressed with them so far. They’re helpful and communicate well with their customer.
Nothing seems too much trouble and their bloke billing is clear and way to navigate.
The 3% they pay on any credit balance is a way of showing that they treat their customers fairly.
August 15, 2021
Absolute rubbish
Absolute rubbish. Get more use out of a chocolate fire guard. Go to Octopus.
August 14, 2021
Unprompted review
Reply from Igloo Energy
Hi Elaine,
I am sorry to hear that your experience with our service has been disappointing and I want to thank you for taking the time to let us know about your disatisfaction. We welcome all feedback, as this gives us the opportunity to put this right.
We would like to hear from you to discuss how we can improve our service for you. You can get in touch via email at team@igloo.energy or by phone on 0333 405 5555 Monday to Friday 9am - 4:30pm.
I hope that you will give us the chance to help.
Kind Regards,
Anna
Team Igloo
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.