This energy provider has shut down and is no longer operating.

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PFP Energy: Reviews, 2021 Tariffs & Complaints

1 /5 from 2 votes

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Most useful comments

You just can't get through to anybody whether you use the chat function, the telephone or e-mail. It is, perhaps, the worst customer service I have ever experienced. I just wished I had never signed up with them and I am concerned that I am going to find it difficult to change to a different supplier judging by the reviews of those who have tried.

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atrocious customer services, didn't get the callback promised to swap over energy provider, priceplan has now increased, all I got in response was, sorry, we were busy... AVOID

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All comments

You just can't get through to anybody whether you use the chat function, the telephone or e-mail. It is, perhaps, the worst customer service I have ever experienced. I just wished I had never signed up with them and I am concerned that I am going to find it difficult to change to a different supplier judging by the reviews of those who have tried.

See more See less

atrocious customer services, didn't get the callback promised to swap over energy provider, priceplan has now increased, all I got in response was, sorry, we were busy... AVOID

See more See less

PFP Energy has ceased tradingPlease be aware that we cannot guarantee that the information on this page is accurate anymore. It is provided here purely for historical reference purpose only. If you are a PFP Energy customer, please follow OFGEM guidelines regarding energy supplier closures.

PFP Energy was established in 2015. On this page, Selectra takes a look at how reviews on various aspects of PFP Energy have evolved over time. Find more information about reviews of the company, its tariffs and complaints handling.

Read on for PFP Energy reviews and see how its customer service and prices compare to the competition.

⚖️PFP Energy Reviews

Pros

Easy to switch to, according to Citizens Advice.
Resolves three quarters of customer complaints by the end of the next working day and 100% of all complaints within eight weeks, according to Ofgem data.

Cons

Difficult to contact - it's rated 2.4/5 stars by Citizens Advice in this category.
Mixed reviews in terms of billing clarity, reflected in its 3/5 rating from Citizens Advice.
Does not offer the same customer guarantees as other providers do - Citizens Advice scores the provider 0/5 in this category.

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Although over the years PFP Energy reviews have been generally positive, the trend may be changing as more customer reviews are collected on customer review websites.

This seems to have been a result of PFP’s purchase of Better Energy in December 2019, with many customers claiming they were not informed about the switch until receiving their first bill from PFP Energy.

Other customer reviews expressed concern about miscalculated and overestimated bills, even if they had previously submitted meter readings.

Let’s delve further into PFP Energy customer reviews and see how the supplier fares in the context of the sector when it comes to customer satisfaction and price.

📞Customer service

Here at Selectra, we aim to review customer service based on ease of contact, wait time and overall customer experience using publicly available information where possible.

PFP Energy offers a number of different ways of getting in touch, with its customer service call centre, an online web chat and a contact form on its website, as well as accounts on Facebook and Twitter.

Its call centre operates reduced hours compared to some other suppliers, opening from 9am until 4.45pm during the week, while remaining closed during the weekend, which caused some discontented customers to leave negative feedback.

In its most recent customer satisfaction survey, Citizens Advice found an average call centre wait time of just over three minutes, which is far from the worst, but some suppliers could have shorter wait times. Citizens Advice most recently gave PFP a score of 2.4/5 stars with regards to the ease of contacting them. PFP Energy’s customer webchat operates the same hours as its call centre.

Call wait times are extremely long, online chat help service have referred me back to the help line. They aren't cheap either. Another thing is that this company is Always closed!! They work 9-5 Monday to Friday which means I can only call them in my wasted lunch breaks.

Despite many recent PFP Energy reviews focusing on the negatives, more than half of customers on Trustpilot still left 5 stars out of 5 or ‘excellent’ rating, with much of the praise directed at particular customer service advisors.

Some other positive PFP Energy customer reviews did cite its reduced opening hours as an issue but mentioned that a customer service agent would usually be in touch as soon as possible after sending a message via the contact form on its website.

Being used to doing things over the phone, and my working hours not being compatible with the phone lines at PFP, I was reluctant to stay with them. However, I entered an online chat with Georgia and she made the process really easy - nothing I asked was too hard for her. She went above and beyond to get me the best deal and to process a refund I was due. I’ve been with PFP for several years now and I have never been disappointed with their services! Customer services are excellent and very helpful. If you can’t reach them on the phone either e-chat or send an email message and they do get back to you the very next day!

🧾Billing and account management

In addition to customers having difficulty contacting their supplier in the first place, among the main gripes we observed in PFP Energy reviews were increased direct debits and large, unexpected bills. Citizens Advice gives PFP Energy 3/5 stars for bill clarity, which reflects the mixed nature of customer satisfaction with the provider's billing process.

Concerned about billing issues?Contacting Ofgem for advice on how to resolve matters with your energy supplier may be an option.

Missed meter readings and unexpected bills

One trend we found in online PFP Energy reviews, at the time of writing this, was customers continuing to receive estimated bills, despite submitting meter readings every month. This, in turn, led to increased Direct Debit payments or users finding their bills out of step with their actual energy usage according to their meter.

When customers refused to pay this or could not afford to cover their Direct Debit, some received communication from the energy firm threatening extra charges, interest, disconnection or debt collection.

When given meter readings they still ignore them and send high estimates. What was costing me £20 a month is now being estimated at £160 a month. I would not recommend changing to them and wish I had never done so.

Issues for former Better Energy customers

PFP took on Better Energy’s customer base following the latter’s closure in December 2019.

This proved to be an issue for many now receiving their gas supply from a provider they were not familiar with, with either little or no notice, from the customer perspective.

Some PFP Energy reviews left by former Better Energy customers claimed that owed credit on their previous account had disappeared. Many of these out of pocket customers were now locked in an anxious battle to claim the debt from their new supplier.

Out of the blue an email from PFP in December told me I was getting gas from them. I dumped it as spam.

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💸Tariff reviews

PFP Energy prices are broadly in line with others in the UK energy market. For residential customers, PFP energy offers both a dual fuel fixed tariff and a variable tariff. The fixed tariff has an exit fee of £30 per fuel. Meanwhile, the dual-fuel variable tariff does not have an exit fee but its unit rate and standing charge prices are not protected for a certain period of time.

PFP Energy also offers business energy tariffs with bespoke pricing and management features for larger accounts. PFP Energy also claim that their business customers don't have to wait any longer than 5 minutes to talk to an adviser.

It's worth noting, that other suppliers offer the Warm Home Discount, among other energy grants and schemes, which PFP Energy does not currently.

📢PFP Energy complaints

Now we know how its prices compare, let’s see how many complaints were officially submitted by PFP Energy customers compared to similar-sized providers. Ofgem publishes reports of complaints registered and makes this data publicly available on its website. Here is how PFP performs compared with other small UK suppliers:

PFP Energy complaints
Supplier	Average complaints per 10,000	Complaints resolved the next day	Complaints resolved within 8 weeks
PFP Energy	60	75%	100%
Ecotricity	112	88%	82%
Together Energy	95	54%	95%
Pure Planet	89	41%	99%
Utility Point	98	80%	98%

*Complaints data from Q1 of 2021. Domestic customers only.

As we can see, despite many underwhelming PFP Energy reviews online, less than 1% of its customers officially lodged complaints with the supplier during the first quarter of 2021.

With 75% of issues resolved the next day and 100% dealt with within the eight week cut-off point, compared to other providers, such as Pure Plant or Together Energy, it would seem that PFP Energy is doing a good job of rectifying its customer complaints in a timely manner. Ecotricity also performs well in this regard, but does receive almost double the number of complaints that PFP receives.

Complaints FAQs

If you need to report a problem to PFP Energy, the easiest way to do so is by contacting the supplier by phone on 01772 395777. PFP says it will aim to solve the issue as soon as possible.

If you're not satisfied with how the problem has been handled, you can then escalate the complaint to the PFP Complaints Team by filling in the provider's online complaints form. Lines are open Monday to Friday from 8 a.m. to 5 p.m. The team will review your complaints and take the necessary steps to resolve them.

If you are still unsatisfied with the resolution, you can then request a “deadlock letter” from PFP Energy. This letter serves as written confirmation that EDF Energy was unable to resolve the issue. You can then refer your complaint to the Energy Ombudsman. If PFP Energy declines to issue you a deadlock letter, you can still refer the complaint to the Energy Ombudsman after eight weeks have passed since you first raised the complaint.