NEO Energy Review

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Last updated: 2nd July 2021

NEO Energy Review Summary


  • Payment waiver
  • Cheap tariff
  • Accept cryptocurrencies


Who are NEO Energy?

Neo Energy are a relatively new UK energy supplier. The company was formed in May 2019 and they are owned by Oliver Friedrich who is the only shareholder. The company act as an agent of Euston Energy Limited which is owned by Celtic Powerhouse Management Limited, another company owned by Oliver Friedrich.

Unlike other energy suppliers, NEO Energy offer a payment waiver scheme. For a small daily charge, NEO Energy’s customers can protect themselves against losing their job or being able to work because they have been signed off by their doctor.

If that happens, NEO Energy will waive their customer’s energy bills for up to six months. They will not get disconnected during this time and they do not have to repay the money once they are back in employment. Customers can opt out of the payment waiver scheme if they want to do that.

They were also the first UK energy supplier to accept payments in cryptocurrencies.

What tariffs do NEO Energy offer?

NEO Energy only offers one, variable rate tariff, although the pricing is different depending on where you live. This tariff does not have an exit fee. There is a discount for customers who use NEO Energy for both gas and electricity supply.

They do not offer a fixed rate tariff and there aren’t special tariffs for people using renewable energy or electric vehicles. There is no ‘feed-in’ tariff.

How do NEO Energy compare price?

NEO Energy are one of the cheapest domestic energy suppliers in the UK market.

What do other NEO Energy reviews say?

Because NEO Energy are a relatively new company, there are very few online reviews. However, the reviews that are available online do not paint a particularly good picture.

At the time of writing, there are just 147 reviews of NEO Energy on Trustpilot, but they only achieve an overall score of 3 out of 5 stars and 50% of the reviews rate the company as Bad.

The reviewers praise NEO Energy for their cheap energy prices, but almost all of them complain about their abysmal customer service.

How green is NEO Energy’s energy?

NEO Energy’s electricity comes from 100% renewable sources.

What is NEO Energy’s customer service like?

NEO Energy offer an email address and a phone number to connect to their call centre, but online reviewers say that they are difficult to get hold of.

The have a live chat function on their website but as there is no app, contacting them via their app is not possible.

Their call centre and live chat are only open between 9am and 5pm on Monday to Friday, excluding bank holidays.

What is NEO Energy’s website/app like?

The NEO Energy website is not great to look at and it contains very little information. Its lack of a search function means that it is not easy to find the limited information that it does contain and much of that information is hidden. Some of the information is incorrect and there are broken links.

The website has a live chat feature but it is only available Monday to Friday between 9am and 5pm. There is also an online portal that customers can use to submit meter readings.

NEO Energy does not have an app.

What billing options are available?

NEO Energy only accept payment by monthly direct on receipt of the bill. Customers cannot pay by cash, cheque or bank transfer. They do accept payment via cryptocurrencies, though.

There is a £2.00 discount per fuel for customers who opt for paperless billing.

One unique feature of NEO Energy’s service is the fact that they offer a payment waiver. For a small daily charge NEO will waive a customer’s energy charges for up to six months if they find themselves out of work because they have lost their job or been signed off by a doctor.

Do NEO Energy offer smart meters?

NEO Energy do not currently offer smart meters. Customers with exiting smart meters will find that the smart functionality of their meters will no longer work if they switch although the meters will still work as traditional electricity and gas meters.

Do NEO Energy offer a recommend a friend referral scheme?

NEO Energy do not operate a friend referral scheme.

Below are a few quick questions you may need answers to along with our NEO Energy review:

Do they work with pre-payment meters?

NEO Energy do not accept customers on pre-payment meters.

Do they accept Economy 7?

NEO Energy do not offer an Economy 7 tariff although they are happy accept customers who currently have an Economy 7 meter.

Are they signed up to the Warm Home Discount?

NEO Energy do not participate in the Warm Home Discount scheme as they have fewer than 250,000 domestic customers.

Are they signed up to the Energy Switch Guarantee?

NEO Energy are not signed to the Energy Switch Guarantee. As they are a relatively new company there is no information available to give an indication of how long switches take to complete although they say that they aim to complete switches within 21 days.

Do they mention about the Priority Services Register?

NEO Energy operate a Priority Services Register for their vulnerable customers.

Do they offer a ‘Dual Fuel’ discount?

NEO Energy offer a discount of between £2.00 and £5.00 per fuel for customers who use them for their electricity and gas supply rather than only using them for the supply of one single fuel.

Will they offer to pay a customer’s exit fees when they join them?

NEO Energy will not pay a customer’s exit fees when they join them. Any exit fees imposed by a customer’s previous supplier will remain the responsibility of the customer.

Will they offer to pay a customer’s exit fees when they join them?

NEO Energy will not pay a customer’s exit fees when they join them. Any exit fees imposed by a customer’s previous supplier will remain the responsibility of the customer.

What happens if you move home whilst with them?

NEO Energy’s website does not mention what happens if you move home while you are a NEO Energy customer. Generally, when you move home you need to give your energy provider a final meter reading at which point you either have to pay any outstanding balance or if your account is in credit, you will receive a refund.

Do they offer any incentives for joining? 

There are no specific incentives for joining NEO Energy other than the fact that their pricing is competitive.

How to contact NEO Energy

You can contact NEO Energy in a number of ways. Below as part of our NEO Energy review we’ve detailed all their means of contact:

Customer Email:

Telephone: 0808 168 4861

Office Hours: Monday to Friday, 9am–5pm. Closed on weekends and bank holidays

Office Address: 2 Eastbourne Terrace, London, W2 6LG



How do I switch to NEO Energy?

The easiest way to switch to NEO Energy is through a comparison website. This will allow you to check if NEO Energy 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

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Rob runs The project initially began when he switched energy suppliers for the first time and found there wasn't a website that provided simple, data backed reviews on all the suppliers available. Since then, Rob has spent considerable time looking at all publicly available data about each supplier and writing reviews using this information. Reviews are updated as regularly as possible and any data is backed up by a source where necessary. If you find any issues, please use our contact form to let us know.

  1. I agree with others here, this is a bad company relying on you just paying their invoices when presented. Main thing I have done and advise is cancel you DD and keep telling them that you will not pay until you have a correctly calculated usage bill.

    Come on OFGEN do your job and wind them up, they are a shambles.

    But in the mean time to everyone else is, ‘stop paying’ as you may well loose out in the end.

  2. Robert – they are heading for liquidation get out now while you can but stop paying. I sent an email after each bill refusing to pay until I had a metered bill – nada. Went to Ombudsman Sevices (Ofgem) after two months they reached a decision and awarded me £90 against Neo. One week so far and Ofgem have yet to hear from them – familiar? Most importantly STOP PAYING THEM!

  3. Terrible customer service.

    They take direct debit payments without providing bills.

    I have been requesting a bill from them for months but all I get are standard replies every time saying it takes 10-14 days to reply but still no bill!

    I am now referring the matter to Ofgem to see if they can assist and when this is resolved will look to change supplier again.

    • Jan

      I moved, refused Neo Energy monthly billing. Never received an actual bill in 6 months – good job I moved to Octopus after just 5 weeks with them. Sent all emails to Offgem – they were brilliant – although that has taken 2 months to finalise – I was awarded £90 against final bill if Neo Energy responds – which it won’t! Oliver Friedrich has been director of several failed energy businesses – unlucky? Who knows. He moves around a lot too. Anyway to all those customers in the same boat, cut your losses and move to a better energy company

  4. Pity Ron & Reg are dead. I’d send em round to liven this lot up. Customer service would improve there and then!!!

    Hello. do NOT switch with these guys. They were unable to switch me from my current provider without any explanation nor apologies. I found out when my current provider still asked me to pay the fuel bills.
    Neo-Energy did however take 2 payments without providing the service. I have been writing and calling them to get a refund over the last 2 months WITHOUT any basic customer service and attention. APPALLING service and company. NEVER AGAIN

  6. Same here!
    I switched to Neo energy in January 2021.
    I find them very pleasant, they try to be helpful but are not supported by their colleagues who CAN make decisions.
    I supply regular monthly meter readings but have yet to get a bill showing my readings and correctly charged for energy I have used.
    I have no access to my bill online.
    I guess the only way to get a bill would be to leave. They would have to bill me if they get a final reading from my new supplier!
    I don’t want to leave as their prices are great but they really do need to ‘up their game’and listen to their loyal customers.
    Yvonne Jones

    • Yvonne

      Leaving will not guarantee a bill – I have not been with them for 6 months and they continue to send an invoice – I left after just 5 weeks and have never received a metered bill. Go now!

  7. Bad experience with Neo. Requested a energy supply quote through their site – three times – no response after two weeks. Used their chat to chase the case – no help, except promise of telephone contact – after a few days still no phone call or any other form of contact from them… Please don’t waste your time and search for well known supplier who may be more expensive but for sure saves you a lot of hassle.

  8. The same happen to me ive now had 4 invoices and paid but no details dont know if im paying to much or not enough ive emailed them lots of time but stll no readings for bills

    • John

      Stop paying this company. You won’t get your money back, they are heading for liquidation the signs are all there. Check out Companies House – employee of 1 – Oliver Friedrich – he runs his tariffs on the back of a previous company that he was a director of – that company lost their licence to government. Yet he still trades? Anyway get in touch with Ombudsman Services – complain. But stop paying – I left them 5 weeks after joining – they have sent me 5 monthly invoices of £107, I paid one but emailed to refuse all successive bills. They never got back to me. My first months bill would not have been any more than £100 – Ofgem has awarded me £90 against Neo Energy, but they are never going to respond to Ofgem so I reckon I am OK – good luck with finding a new energy supplier – I chose Octopus and can honestly say they are the best supplier by far I have ever used

  9. I recently moved to Neo Energy and so far they have notified me that deductions have been made via direct debit for two invoices, but haven’t provided details of the invoices. I spoke with customer services who promised a call back – still waiting after a week. Sent an email requesting my bills, email acknowledged automatically but no personal reply and again no bill. Is this legal?

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