How we treat our customers

Our vision

Bristol Energy was launched in 2015 to make a positive difference. We want to help people power and heat their homes at fair prices. We also will deliver social, environmental and economic benefits to local people and businesses. This is how we will treat our customers. 

Fairness and transparency

Bristol Energy operates its business in an honest, transparent and professional way.

We do our best to ensure that all of our actions and communications with you are easy to understand and in your best interest.

We continually seek to improve our processes and the customer experience. This includes working with organisations such as Citizens Advice to find solutions that are best for our customers.

Find out more about your rights relating to energy supply with this document from the Citizens Advice Bureau.

Our prices

We aim for our prices to be fair and to reflect our social objectives, as we're not just about maximising returns for shareholders. The money we make enables us to better support our customers and to achieve our social aims and to champion local sustainable energy projects. Bristol City Council as our only shareholder is also able to reinvest money made into local community priorities such as social care, education, transport and housing.

Handling complaints

We do our best to make sure that all Bristol Energy employees are well informed on the standards our customers expect and the rules that govern the way we operate. However, despite our best efforts, things will sometimes go wrong. If you are dissatisfied with our service, please contact our customer care team and we will do our best to put things right. If you are still dissatisfied, we have made sure that information relating to the next steps available to you is easily accessible.

Talk to us

We’ll always try and make it easy for you to get in touch with us and will treat you with respect.

You can contact us free on 0808 281 2222 or by email at customercare@bristolenergy.co.uk or post:

Bristol Energy & Technology Services (Supply) Limited
1 Temple Quay
Temple Back East
Bristol
BS1 6DZ