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Symbio Energy Review Summary
- Competitive pricing
- Environmentally friendly electricity and gas
- Priority Services Register available to help vulnerable customer
- 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Ofgem from acquiring new customers on 6th March 2020 for failing to comply with licence requirements although the ban was revoked on 11th May 2020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.
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.
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.
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 430 reviews on TrustPilot where they are rated as poor with only 2.7 out of five stars. 50% 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.
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”.
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.
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.
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.
Symbio Energy are planning to roll out smart meters to its customers by the end of 2020. Customers who want a smart meter will be the installation of a smart meter free of charge via Symbio Energy’s website or app. They are not currently servicing smart meters, though.
Do Symbio Energy offer a recommend a friend referral scheme?
Symbio Energy customers get a £10 Amazon voucher or a £10 discount applied to their next bill when they refer a friend or family member. There is no limit to the number of referrals that can be made.
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: email@example.com
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
How do I switch to Symbio Energy?
The easiest way to switch to Symbio Energy is through Energy Helpline’s comparison website here. 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.