Symbio Energy Review

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Tariffs | Price | Customer Service | Reviews | App/Website | Fuel Mix | Billing | Smart Meters | FAQs

Symbio Energy Review Summary

PROS:

  • Competitive pricing
  • Environmentally friendly electricity and gas
  • Priority Services Register available to help vulnerable customer

CONS:

  • Was banned by Ofgem from acquiring new customers on 6th March 2020 for failing to comply with licence requirements although the ban was revoked on 11th May 2020
  • Poor customer service
  • Limited website and app functionality

Who are Symbio Energy?

Symbio Energy are based in Watford and are a relatively new business, having only started supplying energy in March 2019.

They pride themselves on supplying 100% renewable electricity and gas, and being the cheapest electricity supplier in the UK.

What tariffs do Symbio Energy offer?

Symbio Energy offer a range of fixed rate tariffs. Each of these tariffs have a £25 exit fee. There is also a variable rate tariff which has not exit fee.

There are no specific tariffs for electric vehicle owners and Symbio Energy does not offer a ‘feed-in’ tariff. Pre-payment tariffs are not available.

How do Symbio Energy compare price?

Symbio Energy claim that they have been the cheapest electricity provider in the UK since March 2019 and that they can save customers up to £600 per year compared to the Big Six energy suppliers.

They say that they can do this by using technology and only accepting payment by monthly direct debit to keep their costs down.

To back this claim up, they offer a price guarantee policy. If a customer can find a cheaper tariff elsewhere, Symbio Energy will match the tariff and give the customer a £10 Amazon voucher.

The reviewers on TrustPilot agree that Symbio Energy’s pricing is competitive.

What do other Symbio Energy reviews say?

Because Symbio Energy are a relatively new company with only a small number of customers, they have yet to be reviewed by Which? or Citizen’s Advice as neither organisation has sufficient data to give them a rating.

There are 813 reviews on TrustPilot where they are rated as poor with only 1.9 out of five stars. 65% of the TrustPilot reviewers rate the company as bad. The main complaint is poor customer service. However, many of the reviewers comment that Symbio Power’s prices are cheap.

How green is Symbio’s energy?

Symbio Electricity comes from 100% renewable sources. In addition, They own a number of green energy patents covering energy generation, storage and distribution.

Their gas comes from renewable sources such as farm waste.

They say that they are “on a mission to end climate change”.

What is Symbio Energy’s customer service like?

Symbio Energy doesn’t have a live chat feature on its website although customers can message them via their app. Alternatively, they can be contacted via the phone, email or post.

No information is available in terms of how quickly they answer the phone, how many complaints they receive and how quickly they deal with any complaints.

However, many of Symbio Energy’s reviewers on TrustPilot are highly critical of the customer service. Symbio’s response to criticism has been to accuse a number of the negative reviewers of cyber bullying.

What is Symbio Energy’s website/app like?

Symbio Energy’s website is poor. It isn’t obvious where to find the information that you need and quite a lot of information appears to be missing from it. The lack of a search feature does not help. There is no live chat feature, either.

There is an My Symbio, a web-based portal, but all that allows you to do is update your personal details, submit meter readings and view your previous 12 months energy consumption figures. You cannot make a payment via My Symbio.

It is a similar story with Symbio Energy’s app. This is available for Android and Apple’s iOS devices. At Google’s Play Store it only achieves 2.2 out of five stars. Apple’s App Store it yet to rate the app because nobody has downloaded it to date.

What billing options are available?

Symbio Energy prefer payment is by monthly direct debit. Symbio Energy say this helps them to keep costs low and this means that they can pass on those cost savings to their customers via lower bills.

The first bill is sent a month after the switch has taken place and the payment is taken four weeks later. The initial bills are based on estimated energy consumption. Future bills are adjusted to take actual consumption into account.

Customers can opt for a Seasonal Fixed Direct Debit. Under this scheme, the direct debits are adjusted to take into account the fact that customers use more energy during the winter months. This means that they are not overpaying during the summer months and do not go into arrears during the winter months.

Customers can also pay by bank transfer or by sending a cheque in the post. Pre-payment accounts are not available.

Do Symbio Energy offer smart meters?

Yes, if you’re a Symbio customer then you can request a free smart meter installation from them. To do so you currently need contact their support team, although they are in the process of updating their customer portal so you can request one that way instead.

Do Symbio Energy offer a recommend a friend referral scheme?

Symbio Energy customers used to get a £10 Amazon voucher or a £10 discount applied to their next bill when they refer a friend or family member. This offer appears to no longer exist as on March 2021.

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

Do they work with pre-payment meters?

Symbio Energy do not currently accept pre-payment meters although they plan to do so at some point in the future.

Do they accept Economy 7?

Symbio Energy do not accept Economy 7.

Are they signed up to the Warm Home Discount?

Symbio Energy are not currently signed up to the Warm Home Discount but are working on it and hope to be able to offer the discount soon.

Are they signed up to the Energy Switch Guarantee?

Symbio Energy are not signed up to the Energy Switch Guarantee although they say that switches should take place in between 14 and 21 days.

Do they mention about the Priority Services Register?

Symbio Energy operate a Priority Services Register to help their vulnerable customers.

Do they offer a ‘Dual Fuel’ discount?

Symbio Energy do not offer a ‘Dual Fuel’ discount.

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

Symbio Energy will not pay any exit fees charged by a customer’s previous energy supplier. Those fees will remain the responsibility of the customer.

What happens if you move home whilst with them?

If you move home while you are with Symbio Energy you need to contact the company. There is no way to manage the move of your energy supply via the Symbio Energy website or app.

Do they offer any incentives for joining? 

Symbio Energy do not offer any incentives for joining.

How to contact Symbio Energy

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

Customer Email: customerservices@symbioenergy.co.uk

Telephone: 0333 050 9372

Office Hours: Mon–Fri, 9am to 6pm. Saturday, 9am to 3pm. Closed on Sundays

Office Address: 103 Mansion House, Building Research Establishment, Bucknalls Lane, Watford, WD25 9XX

Website

Facebook

Twitter

How do I switch to Symbio Energy?

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

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9 Comments
  1. User of 10,500 kw/year.Dreadful customer service. First few months went without too many issues until we received an email informing our variable rate is ending in July 2021. Symbio advertises they have other tariffs, but email said our new tariff would be 59% higher from August 1st. No indication of access to an alternative tariff. Tried three times to phone symbio customer service [tele. 0333 050 9372] to revise our tariff but each time after 15 minutes listening to their ‘guitar noise’, get a verbal to leave a message. Customer service is none existant and a website portal chat has also been removed. Consequently there is no means of selecting another symbio tariff. We will look to change supplier because we will not accept a 59% kW symbio energy price increase and contacting symbio customer sevice seems to be impossible.

  2. Reply Avatar for DON
    DON'T USE SYMBIO FOR ELECTRICITY SUPPLY May 9, 2021 at 6:18 pm

    Symbio’s customer service and complaint process is none existent. Symbio refused to reduce my over estimated consumption rates which were even worse when my circumstances changed to make matters worse they stopped even using my meter readings you have to provide with photographs. I was hundreds of pounds in credit and decided to leave at the end of my first year back to one of the big six my joint Gas & Electric is now 75% less than just electric with Symbio’s inflated estimated use policy and help yourself attitude to my bank account.

    Don’t use this company whilst the unit rate is appealing they bill you for what you haven’t used. Symbio call it advance billing, I call it unauthorised borrowing from customers. When I left in January I hadn’t even used the estimated use they had calculated for June yet they still helped themselves to more money from my account.

    Three and a half months later I feel I will never get my money back, they have agreed the final bill but despite repeated requests I have not been refunded. With fines to pay to Ofgem and wholesale suppliers I guess ex-customers will be at the end of a long line of creditors when they inevitably cease trading.

    Hopefully this honest review will help others avoid my mistake.

    Symbio if your reading, in the conversation we had in February your operative confirmed there was nothing you could do to resolve our dispute. You have since issued my correct final bill and I have asked for the refund twice in teh last four weeks now still not a word. I hope I have some luck with the Ombudsman.

  3. Symbio have grossly overestimated my electricity usage and have ignored three emails asking them to correct this – so they have helped themselves to much more of my money than is necessary to cover the electricity that I am using. I haven’t changed my habits – I presume that they are either incompetent in making reasonable estimates, or are deliberately overestimating to help their cash flow. Ofgem seem to offer no way of listening to concerns about bad supplier behaviour until 12 weeks after you start to try and resolve it – crazy. I know that customers of previously-failed energy companies have been reimbursed for deposits held by the failed supplier, and pray that I would be covered if Symbio failed. But it still troubles me that nobody seems to be doing anything to limit the amount of money that the public will end up paying out if Symbio follows the pattern of other companies: offer low prices, build up lots of credit balances, go bust.

  4. why oh why is a company like this allowed to trade without Ofgem intervention? Caoiutaklism at its worst!

  5. Omg they are worst. Took over £200 too much from my DD in one month. 2 mths to get it repaid. At end of contract they didn’t take last DD. I didn’t notice, closed the DD 6 mths later. A year after leaving, they sent me 2 emails that went into my spam then took me to ‘money claim’ adding £90 to the bill. I paid it. Just couldn’t bear to interface with them !

  6. Currently they are not answering phone – it just rings out and finally cuts off – no message or menu. Neither are they answering emails to customer service. They have ceased to send out emails requesting meter readings – this stopped 3 months ago so bills now based on estimates and no reply to email asking why. After first month when this occurred I did get through to someone who denied it hadn’t been sent but next 2 months proved it true. I suspect they have sacked all their staff to save money. Also their preferred method of payment is Direct Debit?? This was not asked for by them – I requested it as was so frustrated with trying to understand their bills – they are a nightmare. But today received bill which has changed – now only states last reading and this one – both estimates. No idea what is going on with them but doesn’t look good.

  7. Shocking company avoid at all cost!

  8. Thanks David, you’ve confirmed, sadly, what I already know (from experience) these peoleare bordeline bandits!

  9. do not trust this company symbio,they will not cancel an account and still charge you when you leave,they keep sending emails asking for money they have not supplied energy for.They also don’t have a cooling of period?Be very careful,you have been warned.D Collins

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