Ecotricity Reviews 6.480

The switch from scottish power was seamless. I called Ecotricity to ask a couple of questions and got thru to a very helpful and polite human being.
The in house display quickly updated to show the new tariff and I submitted my smart meter readings. Let's see how the billing goes, but so far, excellent service

Quick and easy phone call with Emma. Knowledgeable, friendly and easy call about changing tariff as my current one is ending.

Brilliant customer service, quick phone pick up, answered all my questions, went above and beyond to help me with a change of tariff .
To sum up ….. Fantastic…..

I was interested in switching to Ecotricity. When I tried to get a quote, I got Service Failure, and a request to contact them. I did so, and received no response for a week and emailed. Then I was told I needed to supply my MPAN and Meter Serial Number. I sent these by email 9 days ago, and no response. Overall it is nearly three weeks now and no quote. Other companies have provided a quote within three minutes.

I had 2 issues to resolve today and expected to have a longish waiting time as a famous Consumer Advisor had recommended on TV switching to a fixed term tariff due to Iran war. Emma answered the phone rapidly in under two minutes. She actively listened to my 2 queries and replied in plain, easily understandable English. It was a pleasure to discuss them with her. Needless to say, both were resolved. I really wish more companies were as good.

I signed up for a fixed annual contract and paid my direct debit as agreed. Halfway through the year, Ecotricity reduced my monthly direct debit.

Naturally, I assumed this was because my payments were more than covering my usage or that my account was in good standing. At no point was it made clear that this reduction could leave me significantly underpaying.

Fast forward six months when I decided to switch energy suppliers. Out of nowhere, I’m told my account is £650 in debt. No warning, no clear communication beforehand that my payments were insufficient — despite them being the ones who reduced the direct debit in the first place.

Then it gets worse.

Ecotricity simply took £650 directly out of my bank account with no prior email, no phone call, no heads-up whatsoever. Just a sudden withdrawal. For most people, an unexpected charge of that size can cause real financial stress, and the lack of communication is completely unacceptable.

When I called to raise a complaint about how poorly this had been handled, the customer service experience was just as bad. The representative’s response was essentially: “What do you want as a resolution?” I wasn’t even asking for compensation — I simply wanted to log a complaint about the process and the lack of communication.

Instead, it felt like she was trying to shut the complaint down rather than listen to it.

Overall, this experience has left me extremely disappointed.

The lack of transparency around direct debit changes, the sudden large withdrawal, and the dismissive attitude when trying to raise a complaint all point to poor customer service and questionable practices.

If Ecotricity want to position themselves as an ethical energy company, they need to start by treating their customers with basic transparency, communication, and respect not just running people's cards for £650 without so much as an email!

Awful service.

My husband and I much prefer to talk to someone on the phone rather than use the internet for things like looking at tariffs. We were really glad to get through quickly to Emma who was so friendly, courteous, un-derstanding, patient and helpful. She really put our minds at rest with practical advice, and listened to our concerns. We're very glad Emma suggested we could take time to think things over and even offered to call us next week. Brilliant!

No communication. I'm disappointed to say despite chasing them multiple time in the last six months about the lack of a display for our smart meter, not only we still don't have the display but we haven't even gotten email replies to our queries which is frustrating and unprofessional. This is really a shame.

The customer service team was very helpful , Eleri answered everything I requested and was courteous and polite and a real credit to the team.

Whenever I have any future questions , issues or concerns I will be asking for her:)

Very helpful staff with good this and competitive price.

This gentle man made me understand a lot better about all things I am of a great age and he did his best to make me understand his name was Jack so thank him very muchPDStafford

I called Ecotricity to discuss an email that indicated the monthly direct debit would be increasing. As I monitor energy use very closely it was not something that I agreed with so I called Ecotricity to discuss this. Previous experience of other energy providers in such situations has not been good so I was expecting a battle.

When I called and briefly explained the situation I was pleasantly surprised when the call handler agreed and said she would reset the direct debit to the original amount. She was very polite, professional and understanding.

Well done Ecotricity.

Really friendly, down to earth staff. No long phone queue when I rang them. Really easy switch and a better deal!

Very helpful answered all of my questions.

Great comms, understood my query and closed out immediately. Friendly and professional....6 stars if I could !

Stupid, pathetic and thieves.

If I had only spoken to Jackie throughout process of setting up new tariff my review would have been 5.
Jackie listened carefully to some issues I had and resolved these all with professionalism and without judgement.
Credit to Ecotricity

The switch to Ecotricity was unbelievably easy. I barely had to do anything, and the changeover happened within 4 days and overnight. Even my IHD updated automatically... something OVO never quite managed.

Their electric‑only tariff is extremely competitive, especially considering it’s a fully green tariff. That was a pleasant surprise.

I also had to call customer services to update my direct debit details and got through to Chris immediately. He was very friendly, knowledgeable, and sorted everything out on the spot, including a few extra questions I had. No waiting, no hassle.

Ecotricity do a hard search on your credit record (which I was pre-warned about in the T&C's), but mine was automatically removed 2 business days later (no effect to credit score).

The only reason I’ve given 4/5 stars is the limited functionality within the app when it comes to viewing energy usage. I’m quite meticulous about tracking my consumption and like to see half‑hourly readings directly in the app, which Ecotricity doesn’t seem to support. From a billing and account‑management perspective though, the app does everything else well, including access to historic usage.

The staff at Ecotricity are just superb, especially the sales team! I was looked after by Liyarna who was incredibly helpful, polite and professional. Best in class would be an understatement.

I switched solely because Ecotricity offers the market's leading tariff for solar export (16p per kWh) for Solar only (non- battery) systems, which ticks all the right ethical boxes. As long as they continue to lead the market on SEG payments, we will stay with them.

If there was one constructive criticism, it is that their referral program does not cover fixed tariff referrals - this should be sorted right away to enable word of mouth referrals to help Ecotricity thrive.

My disappointment with Octopus Energy's ethics (installing Chinese wind turbines, unethical JA Solar panels and now cutting SEG) has led so many to consider leaving. I'm glad we found a more ethical company.

I have been with Ecotricity for 10 years now, and am 100% satisfied with the service and the value for money. In addition I feel like I am helping make a positive impact on the environment which as an individual contributor is rare, keep up the great work Ecotricity team :)