My experience this morning was ok, after speaking with a lady called Becky. She was very polite, though I didn’t get the result I wanted, but I was guaranteed that my complaint is being addressed.
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Review summary
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Answered timely, although there was some spent holding, once answered. Appointment for 2nd engineers visit was successfully made.
Company replied
I had a small waiting time before talking to an advisor. The advisor listened to my query and was immediately on the ball to solve it. I particularly appreciated the fast and efficient customer servic... See more
Mr Paul Buttler visited us to sort out our boujer issue. He has been an amazing engineer we have ever come across. He was very calm and positive, at the same time professional and knowledgable. He ma... See more
Company replied
Company details
Written by the company
Switch2 Energy is a leading provider of smart and sustainable heat network solutions. Our end to end services for residential heat networks include metering and billing, operation and maintenance, design and build and customer services to 650 heat networks and 120,000 customers across the UK.
Contact info
The Waterfront, BD17 7EZ, Shipley, United Kingdom
- 0333 321 2010
- info@switch2.co.uk
- www.switch2.co.uk
4.3
Excellent
4K reviews
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I have had Poor Customer Service, Missing Payments, and Excessive Bills – Avoida very disappointing…
I have had a very disappointing experience with Switch2. Their customer service has been extremely poor, and getting clear answers about my account has been frustrating.
I have made a £200 payment towards my electricity bill, but it has not been reflected on my account, leaving me chasing them for an explanation. On top of that, they bill you excessively for just two months of electricity, despite living alone in a studio apartment. This seems completely unreasonable, and I have had to ask for a detailed breakdown of how these charges were calculated.
Instead of providing prompt, helpful support, I have found it difficult to get straightforward answers or resolve these issues quickly. Customers should not have to spend their time chasing missing payments or questioning unexpectedly high bills.
Based on my experience, I would advise others to be cautious before choosing Switch2. If you do use them, keep records of all your payments and regularly check your account to ensure everything has been applied correctly. I hope the company improves both its customer service and the transparency of its billing process.
July 25, 2026
Unprompted review
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Reply from Switch2 Energy
Thank you so much for the great feedback!
Very quick helpful & professional
Very quick helpful & professional
All sort within a minute
July 24, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your fantastic feedback! We're delighted to hear that you found the service quick, helpful, and professional. It's great to know we were able to get everything sorted for you so quickly. We really appreciate you taking the time to leave a review and look forward to helping you again in the future.
Call-in experience wirh Switch This had been my best experience to…
This had been my best experience to date when using a call up and waiting for a call handler to answer my querie l was only holding on the line for a very short time before I could speak to a person. The person was helpful, patient and polite.
On other separate occassions with different companies, l have been kept on hold between 30, 45 60 mins, which l find appauling before l could speak to a call handler.
July 23, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for taking the time to share your experience. We're delighted to hear that you were able to get through to us quickly and that our colleague was helpful, patient, and polite while assisting with your query.
We understand how frustrating long wait times can be, so it's especially pleasing to know that your experience with us stood out positively compared to previous experiences you've had elsewhere. Providing a responsive and supportive service is very important to us, and your feedback is greatly appreciated.
Thank you again for your kind comments, and we're pleased we could help
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Brilliant customer service polite…
Brilliant customer service polite understanding professional as they always are an soughted out my issue thankyou switch2,also you can always get InTouch with them an speak to someone without the long wait,
July 23, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your kind feedback. We're delighted to hear that you received brilliant customer service and found our team to be polite, understanding, and professional. It's great to know we were able to resolve your issue quickly and efficiently for you.
Your comments mean a lot to us, and we'll be sure to share your feedback with the team. Thank you for choosing Switch2, and please don't hesitate to get in touch if we can help you again in the future.
Efficient and friendly
July 23, 2026
Unprompted review
Reply from Switch2 Energy
Thank you so much for the great feedback!
The lady receptionist was very helpful…
The lady receptionist was very helpful and patient as i not the best with technology the customer service was very professional and good to talk to top class
As for the system been not so good was calming to have a human professional to talk to and help with my task very grateful thanks
July 23, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for taking the time to leave such wonderful feedback. We're delighted to hear that our team member was helpful, patient, and professional while assisting you. We understand that technology can sometimes be challenging, so it's especially important to us that our customers feel supported and listened to throughout the process.
We're glad that speaking with a real person helped put you at ease and that your query could be resolved successfully. Your kind words about the customer service you received are greatly appreciated, and we'll be sure to share them with the team.
My experience this morning was ok
My experience this morning was ok, after speaking with a lady called Becky.
She was very polite, though I didn’t get the result I wanted, but I was guaranteed that my complaint is being addressed.
July 23, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for taking the time to share your feedback. We're pleased to hear that Becky was polite and professional when assisting you today.
While we understand that you didn't receive the outcome you were hoping for, we're glad Becky was able to provide reassurance that your complaint is being looked into. We know how important it is to feel heard, and we're committed to ensuring all concerns are reviewed thoroughly and fairly.
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Atrocious Customer Service
Switch2 have appalling customer service, and are genuinely just extremely unhelpful in resolving problems. I had an issue with being overcharged for water on my account, which i refused to pay until it was reassessed. At no point in the process was their working explained to me until about 11 months after the initial problem was flagged up. When they found out that I was correct and the bill was indeed over estimated, they simply changed it quietly and never once admitted fault.
It then took a further month of chasing clarification to actually receive any information as to how this mistake happened in the first place, at which point they treated me like an idiot for even asking.
Overall an absolutely abysmal company to deal with. IF you have issues with them, expect extremely long wait times for any response, and know that you will have to do all the chasing for them, as they seem uninterested in doing anything except demanding the money they tell you you owe them.
July 22, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're sorry to hear that your experience did not meet your expectations and that resolving your concerns took longer than it should have. We appreciate you sharing your comments, as they help us identify where improvements are needed. We apologise for the frustration caused and thank you for bringing this to our attention.
Friendly and helpful advisor makes you…
Friendly and helpful advisor makes you at ease and explains clearly what you need to do or know
July 22, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your kind feedback. We're pleased to hear that our advisor was friendly, helpful, and made you feel at ease. It's great to know they explained everything clearly and provided the support you needed. We really appreciate your comments and will be sure to share them with the team.
Becky was extremely helpful!!
July 22, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're delighted to hear that Becky was extremely helpful and provided you with a positive experience. We'll be sure to pass your kind comments on to her.
Simple and very easy to book engineer…
Simple and very easy to book engineer very helpful customer service
July 22, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that booking an engineer was simple and easy, and that you found our customer service team helpful. We appreciate you taking the time to share your experience.
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Helpful with query
July 21, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that we were able to help with your query and provide the support you needed. We appreciate you taking the time to share your experience.
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that you found our team helpful and that your query was resolved quickly. We appreciate you taking the time to share your experience.
Great Service …
The customer service was very helpful and very patient
July 21, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're delighted to hear that you found our customer service team helpful and patient. We appreciate your kind comments and are glad we could assist you.
Customer service team were amazing when…
Customer service team were amazing when calling to cancel my late mothers account. Very professional and efficient.
July 21, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your kind feedback. We're very sorry for your loss and appreciate you taking the time to share your experience. We're pleased to hear that our customer service team was able to support you professionally and efficiently during a difficult time. Your comments are greatly appreciated
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Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that you received efficient service and that we were able to assist you promptly. We appreciate you taking the time to share your experience.
Friendly lady who was helpful.
July 21, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your feedback. We're pleased to hear that our advisor was friendly and helpful. We appreciate you taking the time to share your experience and are glad we could assist you
Excellent customer service
Excellent customer service! Lauren was very professional and friendly!
July 21, 2026
Unprompted review
Reply from Switch2 Energy
Thank you for your kind feedback. We're delighted to hear that Lauren provided excellent customer service and that you found her both professional and friendly. We'll be sure to pass on your lovely comments.
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