Helpful but difficult to get in touch with them in the first place, had to try over and over again to get to chat with somebody. Would have preferred to be kept on hold

expensive and difficult to get thru in the past. just now i had an amazing experience with your online chat but in the past very frustrated. so I am still gonna say no... to recommending you to someone. Her name online was Kaye and you should give her pay rise. she was the only one who communicated well in the last year.

I have been satisfied with Spark previously. However, I arranged to transfer the electricity and gas supply for my son's new flat in London, for which I pay the utilities, and after some time my own supplier notified me that someone else was taking over from them. Spark had made a mistake and my electricity supply had already been transferred before I was aware, which is causing more trouble in getting it back again. Spark have been helpful in sorting out this mix up, but it should not have occurred in the first place/.

Have been building up credit on our account so we had over £500 in credit. We e-mailed Spark on 3 occasions without any useful response. I noticed the web chat and contacted them via that. SR took the call and agreed to revise our Direct Debit and return the £566 excess in the next 28 days or less. The call was handled very efficiently and hopefully we will get our over payment refunded as promised. If only we had had service like that in the past. Sparks bills are not the easiest to understand!

Each quarter I get a standard letter from Spark stating that my monthly direct debit is to increase from £75 to around £180. This is clearly ridiculous as, based on meter readings, the direct debit I pay should give me a 'cushion' through the winter. At first I thought it was to do with a back-dated muddle about meter readings. But no - it transpires that the onus is on the customer to provide monthly meter readings, otherwise this 'standard' estimation is used. The customer service staff member I spoke to today explained how the system works and he took me through a process that came up with a reasonable figure for the direct debit (for now). I also discovered today that the person who comes to read the meter does not tell Spark what the readings are - I still have to do that every month to prevent Spark arbitrarily hiking my direct debit by 240%. Go figure... The guy I spoke to was friendly, polite and clear. He also listened very well and had buckets of empathy. He called me back to save my phone bill (really thoughtful). I can only imagine the outpouring of anger and frustration that he must receive due to Spark's customer-unfriendly systems and my heart goes out to him. It is solely because of him that I am not switching to another provider today. I am not somebody who goes for a supplier based purely on cost - I value environmentally friendly energy (Spark, as I understand it, is doing okay here); I also value customer service and, despite the helpful staff, I think that Spark may lose this customer based on their insane and unfair direct debit system.

subbmitting a meter only had errors spoke to SR on live chat, very helpful and polite got it sorted in no time

Through an error by an estate agent that I had began renting a flat from, I recieved a brief notelet from 'Spark' out of the blue, informing me of their taking over the utilities supply to my home. Having never heard of them I actually phoned their help line initially thinking they must be a part of one of the existing power suppliers that I had previously signed up with. The first agent I spoke to was particularly unhelpful - giving the impression of 'the computer says this, so that's all that can be done'. Not impressed with the negativity, I forced the point that there was a clear mistake here. The best I could establish was to send an email from the estae agent explaining the error and that the supply would remain with my current suppliers. Requesting, I was told Spark would then send me confirmation of them not taking over the supply. However this communication never arrived and indeed I later recieved notifications from my suppliers of my decission to leave their services(!) Phoning 'Spark' again (3 days before the switch date) and expecting the same negative attitude - I was pleasently surprised to be treated in the complete oposite! The agent I spoke to was understanding, appologetic and sympathetic to the situation! More over, confirming that my prev contact had basically never been acted on, she was able to quickly and stresslessly remidee the problem. Confirming the erronious supplier switch would not occur and was cancelled: she following it up with a clear confirmation email explaining what she had done. How easy was that! If all Sparks agents were as personable as her may get to hear from me again. In reality the initial negativity is hard to forget...

It's good customer service, via live chat, but costs too much a month. Every other month I would get an email and a letter through the post advising my bills were increasing by silly amounts but I live on my own and only ever burn 1 light bulb, a TV and perhaps a laptop/computer at any given time yet they wanted to charge me £75 a month, at one point. Far too much for such little electric, especially when I live on my own.

Not sure why but it seems I always have to request my bill multiple times after submitting meter readings. I never receive a response if I Submit a request on the Web page, calling cost me money and takes forever, so I found the best contact method is via the on-line chat. Lady on there just made my bill up in a few seconds so no idea why this doesn't happen automatically. My bill for period ending 31 July appeared on my account on 18 Sep and after submitting meter readings on 26 Sep and contacting Spark three times I finally just got my bill on 10 Oct. My last bill (ending 31 Jul) was so late I though it was my current bill! The result is my account is very high in credit so I now need to request a refund.

advisors have always been very helpful and friendly, however, I recieve an email asking for meter readings as they are preparing a bill, so I give them the meter readings it then takes a further 3 months for them to produce my bill! I also then have no notification that the bill is ready to be viewed online so I am left constantly having to check online to see if my bill is avaliable yet!

SR was good and friendly, but the company takes too long to refund your money if you overpay. The company is at fault here and not the staff member.

The rates of this provider are quite good compared to the market and they'll give a good reliable service. the cost saving is obviously made in their procedures and administration. i get infrequent bills and quite a high direct debit initially. the online chat support is helpful, informative and very quick and simple, without sitting on hold for ages like many organisations. they are very quick and skilled at sorting out the above. my advice is definitely use this company, the lower costs is worth having, but be prepared to monitor your account, submit meter readings and make sure that you get a bill generated each month, keep an eye on the direct debit amount and get them to correct things, with the brilliant customer service this only takes a few minutes and is worth the extra savings.

Been with Spark for 2 years, the bills/statements are usually wrong. I check my account monthly and make monthly meter readings, but they still can't seem to get it right. A simple monthly statement/bill would be the best. Makes you wonder that they are not sure of what they are doing. Their customer service is always brilliant - if you talk to someone or use the chatline - they always manage to get my account back where it should be. It takes up time - I would prefer to have a company that can provide accurate information on my account webpage without having to resort to interaction( pleasant though everyone is). Would I recommend - well probably not - though all the energy companies seem to have their problems. I've just changed onto a new tariff with Spark. If they manage to get this one right I'll stay. Otherwise I can see myself looking at other options.

As a new customer, i hit a few teething issues, but the customer service was excellent as i could use live chat on their website to speak to somebody quickly and to get the job done.

tried to increase my bill from 150 to 213 - inaccurate readings taken by operator

Excellent customer service! Live chat is very helpful and you can find a solution to your problem on the spot! However I think that the company is very expensive comparing to other energy providers.

The person i chatted with was really nice and provided me with great feedback. but over the last year, i noticed that im paying too much compared with other companies

The billing coule be easier to understand. Debit credit what we have used or not...

A fairly simple process, and dealt with well by the representative, although his grammar left a little to be desired - your and you're should not be confused! I am not very pleased that it may take up to 28 days to process the refund though - another example of a corporate body holding on to customers funds in order to profit from interest, etc. It is particularly galling as I have the ability via my bank account to make instant transfers to other accounts, and receive funds likewise (paypal or credit cards are good examples of this). In summary, Rep - Good, Service - Quick, Refund Timescale - Appalling.

I received very quick answer for my problem with the bill online by using the live chat. Very happy with the service in that sense.