We make it easy to get help, with human support and an AI assistant available 24/7 in the app. If you raise a complaint, a senior agent takes ownership through to resolution. Below are our latest complaints figures, the most common issues customers raise and what we’re doing to address them.
| Reporting period | Complaints received | Received, per 100k customer accounts | Complaints resolved | Resolved, per 100k customer accounts | Resolved the same or next working day | Resolved within 8 weeks | Resolved after 8 weeks |
|---|
| Q1 2026 | 231 | 50 | 231 | 50 | 3 | 214 | 14 |
| Q2 2026 | 187 | 31 | 187 | 31 | 4 | 94 | 89 |
Fuse Energy is rated 4.8 out of 5 on Trustpilot, based on over 12,800 reviews, with 92% rated five stars. Our senior management team reviews Trustpilot feedback daily to understand what’s working and where we need to improve. Figures correct as of 28 September 2026.
Read our customer reviews on Trustpilot.
Meter connectivity
Smart meters occasionally drop offline or struggle after an install or switch. Most of these cases are already resolved. We reconnect remotely where we can, and arrange a meter exchange when that isn’t enough.
Bill corrections
Bills can change when a late meter reading arrives or we fix an estimate. We run proactive high-bill checks and reach out where a correction is needed, rather than waiting for someone to complain. We’re also improving how corrections show in the app so the numbers are clearer.
High bills
A sudden jump in cost is worrying, so we investigate properly: usage history, appliances, and whether the meter itself is at fault. If something looks wrong, we send an engineer. We’d rather take the time to get the answer right than close it quickly with a guess.
Disputed meter readings
When a reading doesn’t look right, we check it against industry data and ask for a photo or a fresh read if we need one. Once we have what we need, we correct the account.
Credit checks & prepayment
Some joins require a prepayment top-up based on a utility credit assessment. We explain why, stick to our published terms, and a senior agent handles it if it becomes a formal complaint.
