Our service to you

Exceptional customer service is at the heart of our mission to change the energy sector for good. Our experienced, hand-picked customer care team will understand your energy needs and take pride in giving outstanding service. 

To maintain our high standards, we actively invest in regular training, new technology and keep abreast of developments in national policy. This ensures the team working for you are knowledgeable and fully informed. 

Putting you first

We’re here to look after you. Our customer principles are fair, accessible, straightforward and transparent. We are committed to upholding these principles to all our customers.

Fair - We treat you fairly. We are on your side and will always act in your best interest. We take responsibility and do everything in our power to resolve any issue you may have. 

Accessible - We’ll make sure you have access to us, whoever you are and whatever your circumstances. Every single one of our customers is treated as an individual. 

Straightforward - We make the complex simple. We’ll explain everything in plain language so you can make the best choices for you. 

Transparent - With us, you’ll have full visibility. We go further to ensure all our messaging is clear and helpful.

Helping you understand our service 

We’ve designed our website with you in mind.

You can find helpful information on understanding your bills, how to submit accurate meter readings and how to take us with you if you move house

We have provided details of the special services we provide to vulnerable customers, how we treat our customers fairly and how we respond to customer complaints

Still have questions? You can browse answers to common questions from our customers.  

We want to make sure you receive the highest standard of service, so please let us know if there are ways in which we can improve. 

The personal touch

We’re committed to making your energy management needs as simple and straightforward as possible. Bristol Energy knows that to make this happen, we need to understand what you need - and this means a personal touch. Our customers can expect: 

  • Personal assistance over the phone from our specialist Bristol based team Monday to Friday 9am to 5pm.
  • Face-to-face customer service at the Bristol Energy Hub on Bristol's Harbourside.

Sam, Stacey, Brian and Notch are just some of the people you might speak to when you get in touch with us. They’re committed to answering your calls and addressing your queries in a friendly and timely way.

If you have any queries, please email us at customercare@bristol-energy.co.uk. or call us free on 0808 281 2222.