It was very sad to know that GOTO has left the energy market. For me it was excellent in every way. The service, attention and bills were clear and transparent. I am now with SHELL ENERGY and I am... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Having been with this co 12months feel their customer service is good and Friendly and accessible. Seem to follow usage very closely increasing debit Well ahead of time thus customer is almost al... See more
Company replied
With a scheduled tariff renewal coming up GoTo gave us plenty of notice, clear written comparisons and called to check we had all the info we needed. I reviewed prices on the open market and found Go... See more
Company replied
How can one review an energy supplier ? Easy to submit readings and get monthly reminders. Bill appears a few days later. Update and call when tariff is ready to expire , offer the next best deal.... See more
Company replied
Company details
Information provided by various external sources
A trusted supplier of green energy to the U.K domestic market offering transparent, sustainable value for money to our members while focusing on providing high levels of service in a competitive market.
Contact info
Innovation House, Discovery Park, Sandwich, Kent, CT13 9FF, Sandwich, United Kingdom
- 0800 056 4843
- customerservices@goto.energy
- goto.energy
It was very sad to know that GOTO has…
It was very sad to know that GOTO has left the energy market. For me it was excellent in every way. The service, attention and bills were clear and transparent. I am now with SHELL ENERGY and I am very unhappy. I wish GOTO would come back, the best company
February 24, 2022
Unprompted review
A Very Sad Day
Yesterday I was contacted by Shell Energy to say they were taking over our account as GoTO energy had ceased trading, Yet again a fantastic new company has gone to the wall, I was before with Yorkshire energy, who went the same way, looked for a new company and found Goto have been with them for nearly a year and there service was fantastic, bills always correct to the meter readings given and sent through within a few days, direct debits checked every 3 months and reduced to keep you only paying what you where using to balance out the yearly use age, I feel very sorry for the staff who through no fault of there own are now looking for new jobs, lets hope that we do not end up like the good old days with the BIg Six carving up the whole country between them, with no other companies keeping them on there toes as far as pricing is concerned and the big sixes customer service is rubbish, hope the likes of goto have a chance to start up again when the market allows WELL DONE GOTO for all your hard work
October 22, 2021
Unprompted review
As there is an energy shortage there…
As there is an energy shortage there are no offers from other providers. Applying directly to the big four proves to be more expensive. Thus goto.energy are the best option and they have been very good in the past.
October 18, 2021
Since switching to GoTo i cannot…
Since switching to GoTo i cannot commend this company highly enough. I pray that the reported difficulties pass. As a green company it wouod be awkward for boris if it were to fold just before COP26.
October 13, 2021
Unprompted review
Reply from goto.energy
Good afternoon,
Thank you for your 5* review.
I'm delighted to see that you can't commend us enough and that you're happy with the service provided. It's understandably a concerning time for energy customers at the moment due to the rise in wholesale gas prices which is affecting the UK energy market. We’re committed to doing our best for our customers and we're continuing business as usual. Please be assured that you are fully protected by Ofgem regulations, so if anything were to happen to goto.energy, your supply will not be interrupted at any point and any credit balance is also protected.
If there is anything else that we can do for you, please let us know.
Kind regards,
Simon M
Customer Services Assistant
Still good since 2019
It's October 2021. I joined Goto Energy at the end of 2019. I was worried about media reports concerning a lot of energy companies going bust at the moment, so I rang in the morning and asked Goto to send me some documentation I could use to prove my account credit status to Ofgem in the event they too fell victim to the prevailing economics, purely as a precaution, because I'm a cautious individual. Phone answered pretty much straightaway by an intelligent person who was easy to talk to and who understood & didn't belittle my concerns. They emailed me back before the end of the day with a good account history over the last year. Service like this is rare & worth it's weight in gold. They seem to remain ok economically and expect to remain in business for the forseeable future. I have zero plans to leave right now.
October 12, 2021
Unprompted review
Reply from goto.energy
Good afternoon Mr Font,
Thank you for leaving us your 5* review and for taking the time to do so.
I'm delighted to see that you were able to quickly get through to us via the phone and that we were able to help with your concerns about your credit balance. We appreciate that it can be frustrating to wait on hold, so we always aim to answer our calls as quickly as possible.
It's understandably a concerning time for energy customers at the moment due to the rise in wholesale gas prices which is affecting the UK energy market, so I'm happy to see that my colleague, Hollie, was able to reassure you and help to resolve your worries.
Please rest assured that you are fully protected by Ofgem regulations, so if anything were to happen to goto.energy, your supply will not be interrupted at any point. Your credit balance would also be safe and transferred over to the Supplier of Last Resort.
We truly appreciate your kind feedback and it's great to know that you're very happy with the service provided.
Please get back to us if we can help with anything else.
Kind regards,
Simon M
Customer Services Assistant
good recommends clearly explained
October 12, 2021
Reply from goto.energy
Good afternoon Mr Apse,
Thank you for kindly taking the time to leave us your 5* review.
I'm happy to see that you have been provided with good recommendations and that everything has been well explained for you. If you require any further help, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
An excellent utility supplier
Goto energy have always provided great service when needed especially when my fixed tariff came to an end. Its so easy to enter your metre reads and the billing is clear and simple.
October 7, 2021
Unprompted review
Reply from goto.energy
Good afternoon Mr Kneale,
Thank you very much for your 5* review, we greatly appreciate it.
I'm pleased to see that goto.energy has always provided you with great customer service and that we could assist with your renewal. It's great to see that you're impressed with the ease of submitting meter readings and that you find our billing easy to understand.
Please don't hesitate to get back to us if we can offer any assistance.
Kind regards,
Simon M
Customer Services Assistant
Whenever I have called for support…
Whenever I have called for support staff are always very friendly, reliable and helpful. Very customer focussed.
October 7, 2021
Reply from goto.energy
Good afternoon,
Thank you for kindly leaving us your 5* review, we appreciate it!
I'm delighted to see that you're happy with the customer service that you have received. I'm glad that you've always found us to be helpful, reliable and friendly.
If we can be of any further assistance, please don't hesitate to get back in touch.
Kind regards,
Simon M
Customer Services Assistant
Avoid
I switched to Goto Energy about nine months ago and, after some very poor customer service and incomprehensible alterations in monthly payments, have now abandoned ship and moved to EDF. I would not recommend using Goto Energy.
October 2, 2021
Unprompted review
Reply from goto.energy
Good morning Mr D'Aguilar,
Thank you for taking the time to leave us your review, we appreciate and welcome all feedback.
I'm sorry to see that you haven't been impressed by the customer service that you've received. goto.energy has been ranked as #1 for customer service by Citizens Advice, out of all energy suppliers. We are always happy to help as best as we can with any queries or concerns that you may have.
As per the Terms & Conditions of your agreement with us, we do periodically conduct payment schedule reviews. These reviews are carried out every 3-6 months and take into consideration your energy consumption (based on the meter readings provided to us), the account balance and your tariff costs.
The original Direct Debit amount is calculated using the estimated annual consumption figures provided to us upon your application. However, these figures are updated, based on your usage. This is done to help prevent your account from falling into a debit balance during months in which you may consume higher amounts of energy. This also stops any surprise bills being generated for you and a large debit being accrued.
We have a duty of care to all our customers, and we will only adjust a customer’s Direct Debit if there is reason to do so. You can find further information regarding your tariff and Direct Debit in your Terms and Conditions, which were sent to you when we first received your application. These are also available on our website.
If you have any further queries, please don't hesitate to get back in touch.
Kind regards,
Simon M
Customer Services Assistant
Reply from goto.energy
Good afternoon Ms Horsey,
Thank you for your 5* review.
I'm delighted to see that you've been happy with the customer service and that AB, the advisor with who you recently spoke, was able to provide clarity around your change of tariff.
If you have any further queries, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
On the whole I received clear and…
On the whole I received clear and understandable facts and advice. The persons I spoke to were both very polite and helpful.
September 24, 2021
Reply from goto.energy
Good morning Mrs Smith,
Thank you for taking the time to leave us your 4* review.
I'm pleased to see that you recently decided to renew with us for another 12 months on a fixed rate contract. It's great to see that you received clear and understandable advice from my colleagues and that they were polite and helpful. If we can be of any further assistance, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
Fixed Tariff renewal
As my fixed contract was coming to an end shortly I called the service desk to discuss renewal with an agent. On receipt of an updated quote, as the one initially sent to me was no longer available, I noticed that it did not agree with the MSE Energy Club Comparison site and asked the agent to explain the difference, which was material. After checking that the unit rates and estimated usage were the same and that the tariff name and version were the same he was still unable to explain the discrepancy in the estimated monthly direct debit rate! He was however most able, very polite and patient. However he was unable to resolve the issue but gave me sufficient information to enable me to make a decision in these very difficult and exceptional times.
September 24, 2021
Reply from goto.energy
Good morning Mr Spradbery,
Thank you for leaving us your 4* review, we appreciate it
I'm delighted to see that you've decided to renew with us for another 12 months on a fixed rate tariff. We will only ever offer you the most competitive tariff that we have available at the time. Our tariffs can expire at any time, so we always urge our customers to lock in the quoted unit rates as quickly as possible.
I would like to advise that we calculate your monthly Direct Debit by equally splitting the estimated annual cost of your consumption by 12 months. We multiply your estimated annual consumption by the unit rates in your tariff to calculate the annual cost. If you have any further queries, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
I received excellent service from the…
I received excellent service from the customer services team this is one of the reasons why I continue to recommend this company to my friends and family.
In the current economic climate when lots of gas and electric companies are going bust it's good to know that we can rely on a company like this for good service.
Thank you for a great service.
Mr Umesh Raichada
23rd September 2021
September 23, 2021
Unprompted review
Reply from goto.energy
Good morning Mr Raichada,
Thank you for taking the time to leave us your 5* review, we appreciate it.
I'm delighted to see that you regard our customer service as being excellent and that this is one of the main reasons why you would recommend us to people. I'd like to reassure you that goto.energy is currently in a good, stable position within the market and that should anything happen to us, you are protected by Ofgem regulations.
If you have any further queries or we can be of any assistance, please feel free to get in touch.
Kind regards,
Simon M
Customer Services Assistant
Helpful advice
A very helpful and informative chat, with all questions answered well, thank you.
September 23, 2021
Reply from goto.energy
Good afternoon Mr Noble,
Thank you for leaving us your 5* review, we appreciate it.
I'm happy to see that you had a helpful and informative conversation with my colleague, AB, when you called recently. I'm glad that he was able to answer all of your questions and I will pass your kind feedback on to him.
Kind regards,
Simon M
Customer Services Assistant
Prompt reminder about end of contract
Prompt reminder about end of contract. New tariff offered and accepted. Very smooth
September 23, 2021
Been with them for a few months but…
Been with them for a few months. Not entirely happy with their policy of raising the monthly amount due in order to build up credit. This policy was not explained at the time of signing up. Not happy to think that the credit I have with them might disappear if they go under, and worryingly I can find no info on their business viability. Otherwise, I have sent readings immediately on receipt of email requests, and yesterday a meter reader turned up, so I feel it would help if they activated the smart meter already installed, or arrange a replacement. So all in all, sad to report, I am generally not entirely happy.
September 22, 2021
Unprompted review
Reply from goto.energy
Good morning,
Thank you for taking the time to leave us your feedback.
I would like to advise that we calculate your monthly Direct Debit by equally splitting the estimated annual cost of your consumption by 12 months. Therefore, we anticipate that there will be some months where the cost of your consumption is higher or lower than the Direct Debit amount. Therefore, in the summer period, your bills are likely to be lower than your Direct Debit. However, this should build a credit on your account, which can be used to offset the additional consumption cost in the winter period.
This said, we do regularly review the adequacy of the Direct Debit amount every 3-6 months. If you are anticipated to consume more energy than was originally quoted then we may have to amend the Direct Debit amount to accommodate the additional cost of your consumption.
We have a duty of care to all of our customers and we will only adjust a customer’s direct debit if there is reason to do so. You can find further information regarding your tariff and Direct Debits in your terms and conditions, which were sent to you when we first received your application.
I'd like to assure you that, in situations where companies go under, customers are allocated a SOLR (supplier of last resort). This means that the customer is transferred to an alternative supplier so they are not left without gas/electricity. The SOLR would also inherit the account credit/debit balance, meaning that you are protected.
I have registered your interest in having new Smart Meters installed and our Metering team will be in touch to arrange installation when it is available.
If you have any further queries, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
First class company
First class company, they work out the monthly payment well.
I only hope I can get another good deal off them when my present contract runs out
September 21, 2021
Unprompted review
Reply from goto.energy
Good morning Mr Eisner,
Thank you for leaving us your 5* review, we appreciate it.
I'm delighted to see that you regard us as a first-class company and that you're happy with your monthly payments. We will only ever offer you our most competitive tariff that is available at the time of renewal. If there is anything that we can do to help, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
Reply from goto.energy
Good morning Mrs Webborn,
Thank you for leaving us your 5* review.
I'm pleased to see that you've been happy with the service provided and that you find your account easy to use. If we can offer any further assistance, please don't hesitate to get in touch.
Kind regards,
Simon M
Customer Services Assistant
Efficient and helpful
During the year I have been with them, GoTo energy have been unfailingly helpful and efficient. Their on-line billing system is clear and works well. Of course the wholesale rates for gas have increased hugely this year, leading to a substantial increase in the tariff and in my monthly costs, but this is an industry-wide problem outside GoTo's control.
Their people are well trained and well-informed and I've been happy to renew with them for a further year.
September 20, 2021
Reply from goto.energy
Good afternoon Mr Ross,
Thank you for taking the time to leave us your 5* review.
I'm happy to see that we have been unfailingly helpful and efficient over the last year that we have been supplying your energy. I've delighted to see that you have decided to renew with us for another year on a fixed rate tariff. Although the market cost of energy is increasing, your unit rates and standing charges won't be affected within your fixed-rate tariff. It's great to see that you like the online account and billing system too.
If we can offer any further assistance, please get back in touch.
Kind regards,
Simon M
Customer Services Assistant
Carolina was very knowledgeable and…
Carolina was very knowledgeable and very helpful
September 20, 2021
Reply from goto.energy
Good afternoon Mr Bell,
Thank you for taking the time to leave us your 5* review.
I will pass on your kind feedback to Karolina, who you recently spoke with regarding renewal. I'm delighted to see that you've chosen to renew with us on a fixed tariff for another 12 months. If we can be of any further assistance, please get back in touch.
Kind regards,
Simon M
Customer Services Assistant
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.