Key Takeaways
- Spain’s third-largest utility. Formerly Gas Natural Fenosa — a major incumbent with wide reach and long history in Spain’s energy market.
- PVPC and bono social available. As a comercializadora de referencia, Naturgy can supply the regulated PVPC tariff and apply the bono social discount — unlike many smaller free market suppliers.
- No English support whatsoever. Website, app, and phone support are Spanish-only. This is a hard barrier for expats without solid Spanish.
- Aggressive sales tactics are a documented problem. RTVE, FACUA, and multiple reader reports confirm Naturgy agents have switched customers from cheaper PVPC contracts to more expensive free market tariffs — sometimes without clear consent.
- Best for gas + electric bundles. If your property runs on natural gas and electricity, Naturgy’s combined contract can offer bundled savings — but you need Spanish to manage it.
- Not recommended for non-Spanish speakers or anyone uneasy about aggressive sales approaches.
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Naturgy is Spain’s third-largest energy utility and the country’s dominant natural gas supplier. If you’ve lived in Spain for any time, you’ve almost certainly encountered their branding — or their sales agents. This review covers who they are, what they offer, and, critically, the documented concerns around their sales practices that every expat should understand before engaging with them.
Who Is Naturgy?
Naturgy was formed through the merger of Gas Natural and Fenosa and operates as one of Spain’s “big three” energy utilities alongside Endesa and Iberdrola. They supply both electricity and natural gas to residential and business customers across Spain.
Because Naturgy holds the status of comercializadora de referencia, they’re authorised to supply:
- The PVPC tariff (the regulated indexed electricity rate)
- The bono social (the discounted rate for eligible low-income households)
- Free market electricity tariffs
- Natural gas supply
This combination makes Naturgy one of the few options for households that need PVPC or bono social — and one of the most logical choices for properties with both gas and electricity, where a combined supply contract can simplify billing.
Naturgy’s Tariff Options in 2026
PVPC (Precio Voluntario para el Pequeño Consumidor)
The PVPC is the regulated electricity tariff set by the government. It tracks wholesale market prices hourly, meaning your bill fluctuates with the market. In lower-demand periods or when renewable generation is high, PVPC can be extremely cheap — sometimes under €0.05/kWh. In peak winter or summer demand periods, it can exceed €0.20/kWh.
PVPC is generally better than fixed free market rates for light users, and can be significantly cheaper in years with favourable energy market conditions. See our PVPC vs fixed rate guide for a fuller comparison.
Free Market Tariffs (Mercado Libre)
Naturgy also offers fixed and indexed free market electricity tariffs. These carry set margins above the regulated rate and typically run €0.14–€0.18/kWh for the energy component in 2026, plus fixed power charges. Combined gas and electricity packages offer discounted rates versus taking each service separately.
Natural Gas
If your property is connected to Spain’s gas network (more common in apartment buildings and urban properties than in rural Andalusian villas), Naturgy is one of the largest gas suppliers. They offer regulated TUR (Tarifa de Último Recurso) gas pricing as well as free market rates. Combined gas+electric contracts typically offer a 5–10% discount on one or both services.
Bono Social
Eligible households (low income, large families, people with disabilities, victims of domestic violence, and others defined by regulation) can access the bono social through any comercializadora de referencia including Naturgy. The discount ranges from 25% to 65% depending on the vulnerability category. Application requires documentation submitted to your current supplier.
The English Language Problem
This is not a minor inconvenience — it’s a structural barrier for many expats.
Naturgy’s website is entirely in Spanish. Account management, tariff comparisons, contract changes, and billing queries all require navigating Spanish-language interfaces. There is no English language option.
Phone support is Spanish-only. Their customer service line does not offer English-speaking agents. If your Spanish is basic or non-existent, you cannot effectively resolve a dispute, query an unusual charge, or change your tariff by phone.
The Área Clientes app is Spanish-only. Tracking consumption, viewing bills, and managing your direct debit are all done through a Spanish-language interface.
For expats with strong Spanish, this is manageable. For everyone else, it represents a genuine practical problem — especially if something goes wrong. Readers consistently report that without a Spanish-speaking gestor or neighbour to help, dealing with Naturgy is extremely difficult.
The Sales Practices Problem
This section requires plain speaking, because the issues are documented and material.
What Has Been Reported
Naturgy’s sales agents — both door-to-door and telephone — have been the subject of sustained complaints about misleading or deceptive practices. This is not anecdotal: RTVE (Spain’s national broadcaster) and FACUA (Spain’s consumer rights organisation) have both reported and documented cases of Naturgy agents switching customers from the cheaper regulated PVPC tariff to more expensive free market contracts without obtaining clear, informed consent.
The pattern reported is consistent: an agent visits or calls, presents an offer that sounds beneficial, and the customer ends up on a more expensive contract they didn’t consciously choose. In some documented cases, contract switches were made based on verbal agreement with customers who didn’t fully understand what they were signing up for, or who signed documents without clear explanation of the tariff change.
Expat community feedback strongly reinforces this pattern. Readers have reported:
- Receiving calls from people presenting themselves as Naturgy representatives, claiming to offer a “better” or “updated” tariff, that resulted in a contract change.
- Door-to-door agents being persistent to the point of pressure.
- Discovering they were on a free market contract they did not knowingly choose after receiving higher bills.
- Difficulty resolving the situation through Naturgy’s customer service.
What This Means Practically
If you are already a Naturgy customer on PVPC, be aware that unsolicited contact from Naturgy agents — by phone or door-to-door — may be an attempt to move you to a more expensive free market tariff. You are not required to agree to anything during an unsolicited call or visit.
If you believe a contract change was made without your proper consent, your routes of complaint are: Naturgy’s customer service (by written complaint — correo electrónico or burofax), the Consejo Consultivo de la Comisión Nacional de Mercados y la Competencia (CNMC), and FACUA.
This is not a reason to avoid Naturgy entirely — they’re a large, regulated utility and a legitimate supplier. But it is a reason to manage your relationship with them carefully: confirm your tariff type in your Área Clientes account, and be cautious about any unsolicited offers.
Customer Service: What Readers Report
Setting aside the sales practices issue, Naturgy’s day-to-day customer service receives consistently poor reviews from expats and Spanish customers alike.
- Long wait times. Readers report extended hold times when calling, frequently exceeding 20–30 minutes.
- Complaints not resolved on first contact. Complex billing queries — incorrect meter readings, disputed charges, direct debit failures — often require multiple contacts before resolution.
- Online complaint process is slow. Written complaints submitted through the website or Área Clientes portal can take weeks to receive a substantive response.
- Billing can be confusing. Naturgy’s bills contain multiple line items for the various regulated and commercial charges. Readers without strong Spanish find them difficult to interpret.
Naturgy’s Trustpilot profile is notably poor — consistently around 1.3–1.5/5 with a high volume of complaints centred on exactly these issues. Their Google review scores follow a similar pattern.
Where Naturgy Does Make Sense
Despite the concerns above, there are scenarios where Naturgy is a reasonable or even optimal choice:
Spanish-Speaking Expats with Gas + Electric Properties
If you’re fluent in Spanish (or have reliable gestor support), own or rent a property with both gas and electricity, and want a single provider to manage both, Naturgy’s combined contract is genuinely practical. The bundled discount is real and the administrative simplicity of one supplier and one bill has value.
PVPC and Bono Social Eligibility
If you’re eligible for the bono social, a comercializadora de referencia is required — and Naturgy is one of the options. If you want PVPC pricing and happen to already be a Naturgy customer, there’s no compelling reason to switch purely on principle.
Properties in Areas with Limited Supplier Choice
In some rural areas, the practical options for supply are limited. Naturgy’s extensive network means they service areas where smaller free market suppliers may not operate.
Who Should Look Elsewhere
- Non-Spanish speakers — the absence of any English support makes Naturgy genuinely difficult to manage without help.
- Anyone particularly concerned about aggressive sales contacts — while not universal, the pattern of unsolicited contract changes is well-documented enough to be a legitimate consideration.
- Expats who want renewable energy supply — Naturgy offers some green tariffs but is not a renewables-specialist supplier. Options like Holaluz or Octopus Energy Spain will serve this need better.
- Those wanting easy English-language account management — you won’t find it here.
For alternatives, our electricity providers guide for Costa del Sol expats covers the main options with a comparative view. If you’re considering switching away from Naturgy, the process is covered in our guide to switching electricity in Spain.
Naturgy vs The Other Big Utilities
Endesa and Iberdrola are Naturgy’s main comparables — all three are comercializadoras de referencia offering PVPC and bono social. The key differences for expats:
- Endesa offers slightly better English support (though still not excellent) and has a comparable track record on pricing. Their customer service reviews are poor but marginally better than Naturgy’s.
- Iberdrola has invested more heavily in digital services and their app is generally better regarded. Still primarily Spanish-language.
- Naturgy is the strongest choice for combined gas+electric if you have a gas property — their gas network coverage is unmatched.
None of the big three are known for outstanding customer service. All operate aggressive sales channels. The difference is one of degree rather than kind.
Summary
Naturgy is a major, legitimate utility that has a real role in Spain’s energy market. For Spanish-speaking expats with gas+electric properties, they offer practical value through combined supply contracts, and their PVPC and bono social access is available when needed.
For most English-speaking expats, however, the barriers are significant: no English support, documented aggressive sales practices, and poor customer service reviews. These aren’t reasons to panic if you’re already a Naturgy customer — but they are reasons to approach the relationship with eyes open, monitor your tariff type, and be cautious about unsolicited contact from their agents.
If you’re actively choosing a supplier and English support or green energy are priorities, other options will serve you better. If you need PVPC or bono social and Naturgy is your current supplier, staying put while managing the relationship carefully may be entirely reasonable.
For a broader look at how Spanish electricity tariffs work, see our PVPC vs fixed rate guide.
Frequently Asked Questions
Does Naturgy offer the bono social and PVPC in Spain?
Yes. Naturgy is a comercializadora de referencia, which means they’re authorised to supply both the PVPC (regulated indexed tariff) and the bono social (discounted rate for eligible vulnerable households). This is one of their main advantages over free market-only suppliers like Holaluz.
Does Naturgy have English customer support in Spain?
No. Naturgy’s website, phone support, and app (Área Clientes) are Spanish-only. There is no English language option. Expats without solid Spanish will need a gestor or Spanish-speaking contact to manage queries, disputes, or contract changes effectively.
What are the reported problems with Naturgy’s sales agents in Spain?
RTVE and FACUA have documented cases of Naturgy agents — both door-to-door and telephone — switching customers from cheaper PVPC contracts to more expensive free market tariffs without obtaining clear consent. Expat community feedback confirms this pattern. If you receive an unsolicited visit or call from a Naturgy agent, you are not obliged to agree to anything. Confirm your current tariff in your Área Clientes account if you have any doubt about your contract terms.
Is Naturgy good for combined gas and electricity in Spain?
For Spanish-speaking customers, their combined gas+electric packages offer genuine bundled savings — typically 5–10% discount versus separate contracts. For expats who don’t speak Spanish, the administration of a combined contract is challenging given the absence of English support, but the economic case for bundling is real if you can manage it.
How do I complain about Naturgy if something goes wrong?
Submit a written complaint (reclamación) through Naturgy’s customer portal or by burofax. If unresolved, escalate to the CNMC (Spain’s energy regulator) via their online complaint portal. Consumer organisation FACUA (facua.org) can also provide guidance. Keep records of all communication. Written complaints through official channels are more effective than repeated phone calls.
If I’m already a Naturgy customer, should I switch?
Not necessarily. If your current tariff meets your needs and you’re not experiencing problems, switching carries its own administrative overhead. The main scenarios where switching makes sense: you’ve been moved to a free market tariff without your clear consent (switch back to PVPC if eligible), you want English-language support, or you want confirmed renewable energy supply. Switching electricity supplier in Spain is straightforward — our switching guide covers the process.
Related Guides
Frequently Asked Questions
Is Naturgy a good electricity provider in Spain?
Naturgy is one of several established providers in the Spanish market. The best provider depends on your consumption patterns, whether you prefer fixed or variable pricing, and how much you value customer service in English.
How do I switch to Naturgy from my current provider?
Contact Naturgy with your CUPS code (found on any electricity bill). They handle the entire switch process. It takes approximately 2 weeks with no interruption to supply and no switching fees.
Does Naturgy offer English-language customer service?
English-language support varies. Most major providers have some English capability, but expect primary communication in Spanish. Having a gestor who can deal with utility issues is a practical backup.
Can I switch electricity provider at any time?
Yes. There are no lock-in periods or exit penalties for switching electricity providers in Spain (unless you signed a specific contract with a minimum term, which is uncommon for residential customers).
