Making comments and complaints

Customer service team dealing with customer complaints

Exceptional customer service is at the heart of our mission to change the energy sector for good. We want to deal with any comments and complaints you have effectively and thoroughly. 

Our customer principles are fair, accessible, straightforward and transparent. We are committed to upholding these principles to all our customers.

On this page: 

Let us put things right

If something is not quite right, in the first instance please contact our customer care team and we’ll do everything we can to help you. 

If you feel let down, we will investigate any issue swiftly and aim to provide you with a solution the first time you contact us.

Wherever possible we’ll give you a named contact for reference and they will personally help to put things right.

We'd also like to hear from you if you're happy with the service you've received, so please get in touch. Or you can share your positive experience by recommending us.

How to make a complaint

If you wish to make a complaint, please contact our customer care team.  

You can either do this yourself or arrange for someone to contact us on your behalf by phone, email or post. 

If you already have an account with us, having your account number to hand will help us process your complaint. This can be found on your welcome letter or any bills or statements for your account. 

Bristol Energy will make a record of your complaint and any agreement reached between us to resolve this.

If we are unable to resolve your issue when you first make your complaint to us, we’ll try to keep in touch with you regularly, so you are kept up to date on our progress. 

Find out more about how we treat our customers. 

Need to speak to someone else?

If your complaint has not been resolved to your satisfaction you can ask to speak to a team leader via the contact details above. Please quote your account number when contacting us.

Our aim is to respond to you within one working day, setting out the course of action that we propose to take. Where appropriate, this may also include a goodwill gesture if we find you have been adversely affected by our actions or errors.

If you are dissatisfied with the handling of your complaint at any stage during our investigation, you can ask for an internal review of that investigation. A manager will endeavour to contact you as soon as possible to conduct a review.

Please be advised that Citizens Advice consumer services can be consulted at any stage during the complaints process.

Still not resolved?

If you are unsatisfied with the responses from us and we have told you that there is nothing more that we can do, we will issue a letter explaining that we have reached a deadlock. You can then take your complaint to the Energy Ombudsman. 

You can also refer your complaint to the Energy Ombudsman if it has not been resolved within eight weeks of the date that you first raised your complaint with us. However, you may be referred back to Bristol Energy if you have not followed the steps laid out above.

The Energy Ombudsman is a free and independent service, offering advice and an impartial investigation of complaints.

Contacting the Energy Ombudsman

Ombudsman Services: Energy

PO Box 966

Warrington

WA4 9DF

Telephone: 0330 440 1624

Email: osenquiries@os-energy.org

website: www.ombudsman-services.org/energy

You are not bound by the Energy Ombudsman’s ruling and may seek further advice if you wish to do this.

The Energy Ombudsman can direct us to provide an apology or explanation, a service or action that will benefit you, or provide a financial award. Bristol Energy will stand by any decision made by the Energy Ombudsman.

We will co-operate with Citizens Advice and the Energy Ombudsman if you wish to involve them in resolving your complaint.

Know your rights

Contacting Citizens Advice

Citizens Advice provides free, confidential and impartial advice on consumer issues. You can obtain more information by reading their consumer rights checklist (PDF), calling them, visiting their website, or filling in the web form.

Telephone: 03454 04 05 06

Website: www.citizensadvice.org.uk/energy

Quarterly Complaints Reports

 

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