Never had a problem with So Energy, they always advise when my readings are required, never forced me into a Smart Meter also advised me when prices are changing etc. Just should have checked out thei... See more
Company replied
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
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We had some issues on our account which had caused stress and upset. One of the So Energy agents (Grace) has taken great care and attention in sorting the issue and discovered another issue which ende... See more
Company replied
I needed to contact customer support for something slightly urgent. I was connected to Grace swiftly who went above and beyond to help me with my request. They were very kind, understanding and made g... See more
Company replied
Rang first time & had difficulty understanding your adviser & then she cut me off! Rang back & got a lovely guy who was really helpful & completely understood what I was looking for. He completed my... See more
Company replied
Company details
- Electric Utility Company
- Energy Supplier
- Fuel Supplier
- Gas Company
- Green Energy Supplier
- Solar Energy Company
Contact info
Studio 2, Power Road Studios, 114 Power Road, W4 5PY, London, United Kingdom
- 0330 111 5050
- help@so.energy
- so.energy
4.5
Excellent
30K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Engineer arrived on time
Engineer arrived on time, discussed instalation procedure.
Left the job clean and tidy.
Discussed basic operation of smart metre
July 9, 2026
Reply from So Energy
Hello Patrick,
We're so happy to hear about your positive experience with our engineer! It's wonderful to know that the installation was handled efficiently and that the smart meter operation was clearly explained. We appreciate your kind words.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Useage-easy.
July 7, 2026
Reply from So Energy
Hello John,
Thank you for leaving us a 5* review and sharing your experience.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
VERY POSITIVE
July 17, 2026
Reply from So Energy
Hello Denis,
Thank you for leaving us a 5* review and sharing your experience.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Unreasonable direct debit amounts
Unreasonable direct debit amounts, withholding credit on my account, just generally robbing you.
SO Energy like to charge you 50% more than your energy consumption, and refuse to lower your direct debit.
Then when your account is in credit, you have to wait until the amount reaches their preferred amount before you can withdraw it!? You have MY money, with no good reason to hold it. You KNOW I pay in full every month, so why scam me out of more than that? Why should I be out of pocket because I'm overpaying, then being refused my refund?
Recommended to stay away from this company and seek one with better policies around direct debit and credit refunds.
July 17, 2026
Unprompted review
Reply from So Energy
Hello Tom,
Thank you for sharing your experience. We are truly sorry to hear about your frustration regarding your direct debit amounts and the process for credit refunds. We understand how concerning it can be when you feel your payments are not aligned with your consumption and when accessing your own funds becomes difficult.
I would like to inform you that we have at no point rejected your request to lower your direct debit payment. We always cater to the customers' needs and always increase or decrease the payment in the customers' best interest. I have also processed a full refund for you as per your request.
I have sent you an email with the details of your query. Please respond to the email so that we can move towards a suitable resolution.
Kind regards
Duncan
So Energy team
Very good service and help thanks
July 17, 2026
Reply from So Energy
Hello Peshraw,
We are very happy to hear that you received such good service and help. We appreciate your positive feedback and thank you for sharing your experience. We are always here to help!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Reply from So Energy
Hello Yowhaans,
We are so happy to hear that you are pleased with your choice! Thank you for sharing your positive feedback. We appreciate it.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Reply from So Energy
Hello Narinder,
We appreciate your positive feedback. We're so happy to learn that our customer service was very good and that you found us honest in our dealings. Thank you for sharing!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Good customer service
Good customer service. Easy to understand tariffs. A good few to choose from but not too many to make it confusing.
July 16, 2026
Reply from So Energy
Hello Christine,
We're so pleased to hear you had a positive experience with our customer service and found our tariffs easy to understand. We aim to offer a clear and concise range of options, so your feedback is greatly appreciated!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
i asked for £100 to be returned to me…
i asked for £100 to be returned to me because my account was in credit and I received it within a couple of days
July 9, 2026
Reply from So Energy
Hello Patricia,
We're delighted to hear that your request for a credit refund was processed so quickly and efficiently. It's wonderful to know you received it within just a couple of days. Thank you for sharing your positive experience!
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Clear information and advice
So keep you up to date on your energy usage and provide advice on how to reduce. Their app is also well laid out and intuitive.
July 9, 2026
Reply from So Energy
Hello Richard,
It's wonderful to hear that our app helps you stay informed about your energy consumption and offers useful tips for reduction. We're also delighted that you find our app well-designed and easy to use.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
I had a great experience with their…
I had a great experience with their services i might come back to this provider in the future
July 16, 2026
Reply from So Energy
Hello Ghazala,
We're so happy to hear you had a great experience with our services! We truly appreciate your kind words and look forward to welcoming you back.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
tarrriff Im trusting So energy to recommend the…
Im trusting So energy to recommend the best tarriff for me as I have recently lost my husband and finances are tight. I have been happy with the tarriff in the past .
July 16, 2026
Reply from So Energy
Hello,
We truly appreciate your trust in us, especially during this challenging time. We are committed to helping you find the most suitable tariff to manage your finances. We value your long-standing satisfaction with our service.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Extremely poor service
July 9, 2026
Reply from So Energy
Hello Anthony,
Thank you for leaving us a review. We apologise if you have felt our service did not match your expectations.
After reviewing your account, I can see that we have booked an appointment for you to resolve your query and a member of our team has been assisting you.
In the meantime, if you require any further assistance, please respond to the email and our team will assist you accordingly.
Kind regards
Duncan
So Energy team
Very cheeky and greedy energy supplier
Very cheeky energy supplier, made me to apply for a switch without a deposit, however, they hold my registration demanding a deposit knowing that the customer had already given the notice to the current supplier. Despite my explanation #deposit was not mentioned in the signing up process# very adamant on their deposit policy , came up with an fake covering up due to credit scoring. Really a cheeky company .I cannot justify their excuse I.e due to bad credit rating. Additionally, they mentioned that collecting deposit is quite normal with energy companies . I would advise any one planning to go with so energy think more than twice and try to keep yourself away from this energy supplier or you might end up speaking to your brick wall customer service. The funniest part was after escalating a query, it was dealt , replied by the same person so it seems tricked and locked up with contract. Just wondering how the regulators let these energy suppliers to get on with butchering customers money for their investments, and big pocket fills despite their rocket price in this monopoly business - just them being greedy.
July 9, 2026
Unprompted review
Reply from So Energy
Hello Dhanasekar,
Thank you for taking the time to share your feedback. We're sorry to hear that you were dissatisfied with your experience and that our processes did not meet your expectations.
We appreciate your concerns regarding the security deposit request and would like to provide some clarification. A security deposit is not unique to So Energy; it is a common practice across the UK energy industry, and many suppliers reserve the right to request a security deposit following a credit assessment. This process is clearly outlined within our Terms and Conditions and is applied on a case-by-case basis.
When signing up for an energy supply contract, whether directly with us or through a third-party comparison or switching website, it remains the customer's responsibility to review and understand the applicable terms and conditions before agreeing to the contract. These terms are made available during the sign-up process and include provisions relating to security deposits where applicable.
We would also like to clarify that credit assessment outcomes are not based solely on a history of debt or a "bad credit rating." Various factors may contribute to a decision, including but not limited to limited credit history, recent address changes, or other information returned during the credit assessment process. As a result, a security deposit request should not be interpreted as a judgment of an individual's financial circumstances.
In addition, when a security deposit is required, an email notification is sent to advise the customer that further action is needed and that they must contact us to discuss payment of the deposit. The switching process cannot proceed until this requirement has been addressed, and we appreciate that this may have caused frustration in your circumstances.
To provide further reassurance, your security deposit is not treated as a payment towards your ongoing account balance. Instead, it is held separately within a ring-fenced bank account in accordance with Ofgem requirements for safeguarding customer funds. These funds remain protected and remain separate from So Energy's operational finances.
We're also sorry to hear that you felt your complaint escalation was not handled appropriately. While members of our team may continue ownership of a case to ensure continuity, our intention is always to provide a fair and thorough review of any concerns raised.
I have now taken over your complaint and have emailed you as per your request so we can get this resolved for you. If you could please review the emails that have been sent, it would be greatly appreciated.
Kind Regards,
Jag.
So Energy Team.
Emails
I sent an email this morning and the staff at so energy have been back intouch with in the day and that is great customer service
July 16, 2026
Reply from So Energy
Hello Donna,
We appreciate your positive feedback! We're delighted to hear that our team responded to your email on the same day, providing great customer service.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Change was made within a couple of…
Change was made within a couple of hours, not a couple of days.
July 16, 2026
Reply from So Energy
Hello Peter,
We're so glad to hear the change was made quickly for you! We appreciate you sharing your positive experience.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Constant energy supply
June 25, 2026
Reply from So Energy
Hello Mr P,
Thank you for leaving us a review.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
Great customer service via phone
I spoke with Akua this morning, who was most helpful. She took the time to talk through the end of service process with me, ensuring I understood and was most helpful.
Throughout the call she was kind, empathetic and displayed great patience. She was clear in her communication, and is a real asset to your team. In my opinion she has all the skills to make a fantastic leader or trainer as she is exactly the kind of person you want to set an example of excellent customer service to to the rest of your team!
July 15, 2026
Unprompted review
Reply from So Energy
Hello Sarah,
We're delighted to hear about your positive experience with Akua. It's wonderful to know that she took the time to clearly explain the process, demonstrating kindness, empathy, and patience. We agree that her communication skills and dedication to excellent customer service are a true asset. Thank you for your valuable feedback.
We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home
Kind regards
Duncan
So Energy team
The most dreadful customer service from…
The most dreadful customer service from the South African call centre imaginable who never get back to you re the issues you raise / keep you waiting on the phone for up to 30 mins while they look at things and never call you back if phone disconnects - their customer service agents are also untraceable with no direct e mail or phone no
July 9, 2026
Reply from So Energy
Hello Simon,
Thank you for your feedback. We're sorry to hear that your experience with our customer service fell short of expectations.
We understand how frustrating it can be to experience long wait times, have issues remain unresolved, or feel that communication has not been consistent. We aim to provide a high standard of service to all our customers, and we're disappointed to hear that this was not reflected in your experience.
Our teams handle customer enquiries through our main support channels to ensure all account activity and correspondence are properly recorded and monitored. However, we appreciate that you would have preferred more direct and timely communication regarding your concerns.
We take feedback like yours seriously and use it to help improve our service.
I have now taken ownership of your complaint, and I've sent you an email regarding your ongoing complaint. If you could please review and respond at the earliest opportunity. It would be greatly appreciated.
Kind Regards,
Jag.
So Energy Team.
Reply from So Energy
Hi Frederick,
Thank you for your 5-star review!
We are glad we're able to help and will continue to provide the best service to our customers.
. We're always here to help! If you require any further assistance, please don't hesitate to get in touch through any of our support channels: https://www.so.energy/support/home.
Best regards,
Pat
So Energy Team
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.
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.