Absolutely terrible experience from start to finish, only ended up using them for a very short time when I moved in to a new property and they provided the previous occupants. When I rang through I'm not sure if it was South African or Australian call centers but they were completely unhelpful, untrained and obviously not fit for the job. Absolutely stay away! Go with one of the big 6 - Sadly in this case it's the way to get the customer service you need.
Review by Meskure4 months ago
DO NOT I REPEAT DO NOT use this energy supplier!!!!!
My experience has been dreadful! I left them back in April, they sent me a bill just for the month of April saying I owe £975 for gas! Obviously I challenged this and raised a reading dispute, I was assured during this time I would stop getting threatening letters....nope that didn’t happen I was harassed with emails, letters and text messages threatening legal action!! I called again to tell them to stop with the threats, where I was told nothing had been put on my account to ‘suspend’ it while it was under investigation!!
We are now 8 months in and the reading dispute still hasn’t been sorted, I spoke with someone end of October from Flow who told me he would personally call me in a couple of weeks to discuss the dispute, no call, no emails, no letter but this evening they’ve passed my ‘debt’ onto a credit management company- FLOW energy tomorrow you are getting my full wrath!!! you will not be affecting my credit rating cos your ‘employees’ can’t do their jobs properly- I’m happy to pay what I owe, but £975 for a months supply of gas....you’re having a laugh hence I raised a dispute in the first place!
DO NOT GO WITH THIS COMPANY ITS AN ABSOLUTE JOKE!!!!
Review by Cielica Tenet7 months ago
Flow Energy has absolutely no respect for it's customers. They have sent me hostile, threatening letters accusing me of not paying my bill,
even though everything was paid on time.
On calling them and asking them what the issue was, I was told that it was an 'error on their part'. I have now, three weeks later, received another such accusing letter, and the best part is that this time they did not even bother to send my bill! No mail, no post - nothing. Whats more, they have not hesitated to send an sms and a mail threatening to disconnect, all in the span of a few hours today. Bear in mind that this was done two days after the bill was generated online (just checked this today), and with the absence of an actual bill from their part.
Would definitely NOT recommend!
Review by Pedge8 months ago
I have been disputing with Flow Energy since a few months in from having them supply our property. They never took a DD payment from us until about 3 months in. Months later they rang to say we owed them that money and wanted it back. I advised that wasn’t my problem as the DD was setup from the start and they had allowed us to get into debt. After a lot of back and forth I had the ombudsman involved. After a long time of sorting the issues the case was ‘resolved’ or so we thought! They took our meter readings and we agree to put up our DD to clear the backlog that was there. 8 months later and no change in DD payments, no response to my queries as to why this was happening. Contract came to an end and we leave suppliers in March time. Months go by and no word from them ... until ... weeks ago demanding an amount we never heard of and no final bill. No bill via email or post. No breakdown ... nothing!
Back we go to the ombudsman. Case is being investigated. There response for failing to take more money from us? ‘System issues’ LOL!
This company has allowed my household to accumulate debt when we have went out of our way to help rectify their mistakes. It gets better ... ombudsman asked them to stop the correspondence asking for their money, the daily if not hourly emails (most we’ve ever heard from them!) and today we have received a letter from a debt collection agency! Complaint still on going and they do this?
I cannot stress enough to anyone PLEASE do not use these! Our credit rating is now hanging in the balance! Angry? I’m fuming! They’re an absolute disgrace!
Review by Rippo Leijenhorst8 months ago
The worst company EVER! I agree with all the other bad reviews. It took me three attempts to get them to transfer the correct electricity metre in the first place. The bills were always wrong. The customer service is abysmal as it is run from various countries. The accounts department are horrendous and really incompetent. The only efficient thing are the debt collectors who send out daily collection letters, emails and texts. I have paid my final bill and they are still threatening me with debt collectors.
AVOID THIS COMPANY AT ALL COSTS
Review by Gleisson Tugaut8 months ago
Flow Energy has the worst customer service I have ever come across. Their staff are incompetent and rude. They treat you as if you must be lying about everything and assume you are dishonest. I have been trying to get a problem resolved for nearly a year now and have tried to raise the issue as a complaint. Four times I have been told they will respond to my complaint within five business days and four times I have heard nothing. I have been told the same again but do not expect a response so am now going to raise the issue with the ombudsman.
Review by Balrit10 months ago
STAY AWAY FROM THIS COMPANY
There are no words to explain how AWFUL this company is and how incompetent their staff are in their call centers. We switched energy providers over a year ago and Flow Energy failed to communicate with our new supplier to get final meter readings. Instead I can only assume they picked a random number and thought lets bill them that instead. Then after they came up with this random outstanding balance amount- they decided it would be appropriate to CHANGE THE DIRECT DEBIT TO ALMOST £4000 WITHOUT PERMISSION AND TRY TO TAKE OUT OF OUR ACCOUNT. (By the way this amount they say is for 8 months worth of electricity which is a whole other issue in itself)
Despite a huge number of calls in an attempt to resolve this issue staff have been unable to fix or even escalate it to management. When finally passed on to management - they were rude and said the same the advisers did which got us no where. They have lied to us week after week and have sent us back and forth calling our new provider instead of sorting it out their selves which is their responsibility!
I have written various letters and emails without a response and now I am in the middle of submitting a formal complaint to the ombudsman in an attempt to resolve it.
Just do not use this company seriously, it has put a huge amount of stress on us and when you try to sort the problems out you literally get no where.
Review by Saowakon10 months ago
Actually no stars but cant leave a review without picking one. Worst energy supplier I have ever been with. Has taken over 6 months to sort out my bill. Terrible customer service. No one has any idea about anything.
Review by TagVickie Gurlea1 year ago
Just had a reply to my complaint from flow energy saying my complaint has been resolved but they still owe me money and I want it do not have this company as your energy supplier they are useless when it comes to customer service 0 out of ten
Review by Scheide1 year ago
Do not use this company, ever.
When using this company around 2015 the customer service was great and very refreshing. Fast forward to 2018 and they seem to have employed the biggest bunch of imbeciles on the planet for customer services, not only that, they are argumentative and rude. I rang up to register a new account, when the operator didn't understand what I was asking at the 8th time of trying some irritation crept into my voice, the operator then started arguing with me and eventually put the phone down. I rang a second time with the exact same result. I then switched to a provider who employs people with more than two brain cells but then had to deal with flow again to pay my bill (they were still providing energy to my flat prior to the switch so I owed them money). I recieved an email to tell me I could log in to pay my bill, the link didn't work, upon calling I was told that I didn't owe anything yet. I asked how I would know when I did owe something and asked if they sent a letter out when I did, all the operator wanted to do was argue with me about pedantic things (we don't send letters we send statments) and then said "obviously you can't pay for something that has a zero balance", all in an arrogant and argumentative tone, which failed to recognise the fact that I will be getting a bill at some point in future and didn't want to miss that. I can forgive people getting things wrong or misunderstanding but when they then back it up with a belittling, argumentative tone it is a disgrace.
Review by Zosimo1 year ago
Terrible company, if I can give you some advice then it is “don’t use them”! The customer service was usually dreadful, especially the South African staff who appeared to find it completely acceptable to be rude and difficult to deal with. They undercharged me by more than half for over a year and only mentioned it when I changed supplier, even though they had three different meter readings notifications & had known for months they still didn’t bother informing me. Before even notifying me that there was an arrears issue they simply instantly threatened me with a debt collection agency. Even after I started going through their complaints system they still engaged a second debt collection agency. When the case was being investigated by the Ombudsman they still kept sending me final demands, even though they had officially been asked not to. The ombudsman agreed with my complaint and rather than the £50 compensation offered by FlowEnergy they awarded me over £222 & insisted that I receive a full written apology as well as registering their findings with the Government oversight body. Please avoid them & save yourself the months of grief I went through!
Review by Waasifah Gaydon1 year ago
Despite informing flow energy that my father had passed away and would not be able to settle his bill until probate was granted i have been continually chased and threated. After every threatening email received (3 so far) i have called flow energy and emailed to remind them he is dead. On every occasion their customer services apologised and said it wouldnt happen again. Yet the email threats continue! Awful customer service!
Review by MJocson Skalbeck2 years ago
Disgusting company!saying they would collect your payment automatically but do NOT and now have to deal with debt colllectors. I was assured i dont have to take any action and the final payment will be collected by them. Direct debit was still open and has been until today but they weren't bothered to take the money and got in touch with debt collectors instead!scam!! Never again!! They said they would do it within 14 days this was in November last year and now is March. Unacceptable!!!!!!
Review by Nuomin2 years ago
2 Years after leaving Flow they demand I pay my final bill again!
Before receiving my final bill (2 years ago) I advised them that I would cancel my direct debit and they agreed I would make a manual transfer, which I did within 24 hours. They then 'raided' my bank to take the money again.
My bank gave me £20 compensation for allowing Flow access to my account, but told me that Flow had set the direct debit up again and of course should only have done so with my permission.
Now they want me to pay the bill again!
So beware - they could be stealing from you too!
Review by Iltjab2 years ago
Went with Flow after a mind numbing poor experience with EDF and years of similar big company indifference. Flow from the start was attentive and customer focused and for the last year that's how its been. You feel like a valued customer and the energy price was/is very competitive.
Keep it up flow.
Review by Maggers Lanne2 years ago
I agree with the last reviewer that Flow are ok until you try to leave them. I could put up with all the estimated bills I received, despite submitting regular readings, but the main problem started when I switched to another supplier. I was told it would take 6 weeks to receive my final bill then when I chased them at 7 weeks was told it had just changed to 8 weeks for final bills to be produced. When I spoke to my new supplier, they told me it was still 6 weeks and that Flow have had the verified readings for nearly 8 weeks now. I'm due a large refund and Flow are just holding on to my money as long as they possibly can at a time when I really need that money. And, I've been told even when the final bill is produced it will take a further 2 weeks to receive the refund. This is unacceptable and should be done within a couple of days at most. It's different when the money goes the other way! Their excuse was they were busy - sorry, but if you can't cope or don't have enough staff, then employ some more or don't run a business. When I complained I was told someone would be in touch but have heard nothing since. I'm still waiting ............
Review by Tritney2 years ago
No problem joining and ok while I remained a customer. Very shoddy service since I left! I was told it would be six weeks from the date of my switch away until I got my final bill. Seven weeks passed and still no bill so I contacted them and was told the matter would be "expedited and investigated" and I would hear from someone "shortly". A week later and I'm still waiting so I have contacted them again. Furthermore, I was told it would be two weeks from the production of my final bill before monies owed would be returned to me! Two weeks? In this day and age when a bank transfer takes minutes? Simply unacceptable, maybe even immoral. Perhaps they keep ex-customers' money as long as they can to accrue as much interest as possible!
Review by Greyhat2 years ago
They've got wrong information on their website about Warm Home Discount Scheme, and call centre staff also gave me wrong information about it. They didn't take final meter reading and I didn't receive an email from them asking for it.
Review by Morsie2 years ago
Pretty decent company while you are a customer, however when you leave they will carry on taking direct debits even after you have left, once they have been stopped (after you have chased them up yourself) they will sit in YOUR money for minimum 6 weeks until YOU have to ring up again and chase them up about it, only then they will forward your case to the accounts department for a final bill.
Review by SaDune2 years ago
Efficient, honest, transparent, friendly customer service, easy to read statements, good prices. Emma today from Customer Services was very helpful. Thank you.
Review by Loubi Sponzo3 years ago
Posted an honest review in December and my only disappointment was a delay in an answer to a question I had asked.
Not only did they read my review, they responded in a very positive manner.
A company that reads and responds to customer feedback has got to be serious about customer service and should be applauded.
Review by Shrilekha3 years ago
Since my last review highlighting the fact that existing customers were exempt from an offer on the Martin Lewis website I have received a very prompt response from Flow offering me the option of switching to the special tariff. Really pleased that they have taken the time to read my comment and make this offer. Thank you.
Currently awaiting more detail about the tariff.
Review by Stalemate Papayianni3 years ago
I would recommend this company to anyone. They are marvellous. They answer the phone promptly and are able to deal with problems instantly. The staff are polite and respectful and whoopee they are are not out to rip you off.
Review by Jeannne3 years ago
About to move house, due a repayment of over £700 based on setting up a monthly direct debit with them, that's how much money we saved!
Easy to end contract, will definitely be joining up with them again when in new house!
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141st Avenue Northeast 18715