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Outfox the Market Review

Last updated: 7th March 2024

Outfox The Market Review Summary

8.6Expert Score
Outfox The Market

Outfox The Market set out to challenge the Big 6’s dominance by offering greener energy options and superior customer service, a goal they arguably have met.

Positives
  • Competitive pricing
  • 100% renewable electricity
  • Very positive customer reviews
Negatives
  • Pre-payment accounts are not accepted
  • Poorly rated app

Who are Outfox The Market?

Since launching in the summer of 2017, Outfox The Market has been a new entrant in the UK energy sector, aiming to shake up the Big 6’s dominance with a focus on green energy and enhanced customer service. This objective, shared with other challenger suppliers, can be seen as successfully met.

As of February 2024, Outfox The Market has over 100,000 customers.

They initially offered a different approach to energy bills by offering customers a monthly membership but have since switched to the more traditional model offered by most other energy suppliers.

Outfox The Market reviews: Are they any good?

The reviews and feedback from existing customers are often the most telling indicator of a company’s performance, so let’s begin by exploring various reviews of Outfox The Market.

When it comes to review volume, Trustpilot is the platform with the most Outfox energy reviews. Here Outfox The Market scores 4.5 out of 5 stars from over 36,000 Outfox The Market reviews. An impressive 69% of the reviewers have rated the company as excellent. Although 11% of customers did rate them as ‘Bad’.

You can see the breakdown below:

Rating% of reviewers
Excellent69%
Great15%
Average3%
Poor2%
Bad11%
Last updated 23/02/2024. Source.

Another source of Outfox The Market reviews is Google. Their GoogleMyBusiness listing has over 2,000 reviews, with an overall score of 4.4 out of 5. They do appear to have received a lot of 1-star reviews recently, however.

In the latest survey by Which?, who ask their readers each year to review their energy supplier, Outfox the Market came in 6th place overall out of 18 energy suppliers.

They scored very highly in terms of customer score (which is based on satisfaction and likelihood to recommend) with 69%, only 5% behind the highest-scoring supplier which was Octopus Energy. The same survey also scored them well for customer service (with 12 out of 15), but they didn’t perform as well when it came to ‘supporting customers who need it’ (6 out of 10) and complaints (6 out of 10).

Outfox The Market Reviews Summary

With high scores on Trustpilot and Google, Outfox The Market perform well when it comes to customer reviews. They also performed well in the recent Which? survey, which asks customers of each energy supplier to rate how they are doing.

What is Outfox The Market’s customer service like?

When it comes to customer service Citizen’s Advice provides an independent, quarterly review of all suppliers.

In the most recent review of energy suppliers, Citizen’s Advice ranked Outfox the Market in 2nd place out of 16 energy suppliers with 3.3 out of 5 stars overall. They scored 5/5 when it came to ‘Customer commitments’, which includes the Switch Guarantee and Vulnerability Commitment.

Their scores for the number of complaints received and contacting wait time were lower, but still better than most other suppliers.

You can see a summary below:

CriteriaRating (out of 5)
Fewer Complaints3
Contact waiting time3
Customer commitments5
The latest ratings cover July to September 2023. Source.

Outfox The Market performed very well in terms of email responsiveness, replying to 98.7% of emails within 2 days. They were not the fastest when it came to answering the phone, but had a respectable time (compared to other energy suppliers) for answering the phone of 3 minutes and 36 seconds.

In terms of opening hours, they are open from 8.30 am to 5 pm Monday to Friday, opening 30 minutes earlier than many other suppliers. They are also available on Saturdays (when many other suppliers are closed) from 9 am – 2 pm.

Outfox The Market customer service summary

This was another high-performing area for Outfox The Market. They came 2nd overall in the quarterly Citizens Advice review, with great customer commitments, very fast email response times and respectable call answering times. They also have slightly more convenient opening hours than many other suppliers.

As we have seen, Outfox The Market have very good customer service scores. But how often do things go wrong and how quick are they to fix them?

Currently, the latest data from the supplier only covers 2022, but in that period they received 403 complaints from domestic customers that they could not resolve by the end of the next working day. The supplier has around 100,000 customers, so this is a relatively low amount.

For comparison, one of the highest-rated suppliers Octopus Energy, received 411 complaints per 100k customers that they couldn’t resolve by the next working day (for Q4 2023).

The above covers all complaints, but CitizensAdvice found that 21.2 complaints per 10,000 customers were made to Citizens Advice, Advice Direct Scotland or the Energy Ombudsman. Again this is a relatively low amount.

Outfox The Market complaints summary

Outfox The Market doesn’t receive many complaints compared to other suppliers. Based on the data from them directly and also from Citizens Advice, they are one of the better energy suppliers when it comes to complaints received and resolving complaints by the next working day.

Outfox currently offer both a fixed tariff and a variable tariff to new customers looking for a dual-fuel energy deal. Here’s a quick look at the Outfox the Market tariffs current available:

The ‘Fox Standard Dual’ is a dual fuel, variable tariff that has no exit fees.

They also offer a fixed tariff ‘Fix’d 24 4.0’, which offers fixed unit rates and standing charges for 12 months. Unusually for a fixed tariff, this also doesn’t have any exit fees.

For those looking for just electricity, they again offer a variable tariff (Fox Standard Elec) and a fixed tariff (Fix’d Elec 12m Feb24 v1) with the same features as mentioned above.

As a green energy supplier, all tariffs also come with 100% renewable electricity. This is not something that not many suppliers offer as standard.

They do not offer any options for renewable gas, so if you are looking for suppliers that offer a completely renewable, dual-fuel solution you will need to look at 100Green or Ecotricity.

Outfox the Market does not offer a tariff aimed at electric vehicle (EV) owners, although as their electricity is competitively priced, electric vehicle owners could find even without a specific Outfox the Market EV tariff, they are actually cheaper than an energy supplier that offers a specific electric vehicle tariff.

Outfox The Market price: Are they cheap?

With comparison sites not currently available, it is difficult to keep track of how they compare on price.

In our most recent round-up of the cheapest gas and electricity suppliers, however, Outfox The Market came 1st for the cheapest variable, dual fuel tariff. They also came 1st for the cheapest dual fuel, fixed tariff.

As an example, for a postcode in the East Midlands, their prices for the variable, dual fuel tariff are currently:

FuelStanding ChargeUnit Charge
Electricity50.307p per day27.176p per kWh
Gas14.802p per day7.289p per kWh

The standing charge and unit charge are also the same for the electricity-only, variable tariff.

You can use our electricity and gas bill calculator to see how this compares to what you currently pay.

Outfox The Market price summary

When it comes to price, as of February 2024, Outfox The Market are likely to offer both the cheapest fixed and variable dual fuel tariffs. They also offer 100% renewable electricity as standard, so you can have peace of mind your home is being supplier with green electricity.

Outfox the Market’s electricity is 100% renewable.

The company has a partnership with renewable power company Orsted which generates electricity using UK-based wind farms.

You can see their energy mix here:

Fuel% of fuel mix
Coal0%
Gas0%
Nuclear0%
Renewables100%
Other0%
The latest Fuel Mix disclosed. From 2023. Source: Electricityinfo.org

Most customers nowadays choose to manage their energy accounts through their mobiles. A poorly performing app can be a cause of frustration if you are trying to pay a bill or check your energy usage, so it is an important consideration if you are looking to switch suppliers.

OutfoxTheMarket has an app on both the Apple App Store and the Google Play Store. There are currently no reviews for the iOS version and the last update to the app is from May 2021. From looking at the screenshots, the app appears to be relatively basic with limited functionality for paying bills and updating contact details.

The Android version has had 10k+ downloads. It however has a relatively poor score of 2.8 of out 5 from 71 reviews. From reading some of the app reviews, customers seem to have difficulty getting it to work, especially for entering meter readings.

Outfox The Market App Summary

When it comes to apps, you may be disappointed with the offering from Outfox. It appears that their apps offer limited functionality and don’t perform well, based on user’s reviews.

Below are a few quick questions you may need answers to along with our Outfox The Market review:

Do Outfox The Market offer a recommend a friend referral scheme?

There is currently no Outfox the Market refer a friend scheme

Do they work with pre-payment meters?

Outfox the Market does not accept pre-payment meters.

Do they accept Economy 7?

Outfox the Market accepts Economy 7 although they say that some of their customers may be better off if they switch from their dual-rate Economy 7 tariff to a conventional single-rate tariff.

Are they signed up to the Warm Home Discount?

Outfox the Market is currently signed up for the Warm Home Discount.

Are they signed up to the Energy Switch Guarantee?

Yes, Outfox the Market are signed up to the Energy Switch Guarantee. According to Citizen’s Advice, 99.3% of switches are completed within 15 days.

How to contact Outfox The Market

You can contact Outfox The Market in several ways. Below as part of our Outfox The Market review we’ve detailed all their means of contact:

  • Telephone: 0800 103 2702
  • Email Address: hello@outfoxthemarket.co.uk
  • Postal Address: Outfox The Market, 16 North Mills, Frog Island, Leicester, Leicestershire, LE3 5DL

How do I switch to Outfox The Market?

The easiest way to switch to Outfox The Market is through a comparison website. This will allow you to check if Outfox The Market is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.

Our top rated supplier Octopus Energy is currently offering £50 credit to any new customer that uses our referral link. Click below to see why we rate them so highly and get your £50.

Read our review

Rob
Rob

Hi, I'm Rob and I run Energy-Review.co.uk. I initially started this project 5 years ago when I was looking to switch energy suppliers and found there wasn't a website that provided simple, data backed reviews on all the suppliers available. Since then, I spent have a lot of time (too much some may say!) looking at all publicly available data about each supplier and writing reviews using this information. These reviews are updated as regularly as possible and any data is backed up by a source where necessary. I have also started writing guides on various energy related topics which hopefully you will find useful. If you find any issues, please use our contact form to let us know.

4 Comments
  1. Very happy with Out Fox the market My third year with them . 10 out of 10

  2. OTM Would be a hard act to follow!!

  3. Great service and great price

  4. Unable to contact in spite of lengthy phone calls

Leave a reply

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