How we treat our customers

A Bristol Energy Customer Service advisor helping a customer using a laptop

Our vision for our customers

Bristol Energy was set up to make a positive difference. We want to help people power and heat their homes at fair prices.

We 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 your energy supply, and get advice from Citizens Advice.

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, 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.

Find out how to make a complaint, and our performance so far.

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.

Contact us.

Or if you're in Bristol, pop into the Bristol Energy Hub for a chat.