Ecotricity Reviews 

Helpful and knowledgeable switching customer ops person, Emily.

Well I have been with Ecotricity for a month or so now and I can say I have had no problems from them they have been honest and trustworthy right through the moment I have joined and I’m more then happy to say that the advice Emily she was very helpful and she too her time in explaining what tariffs are available and prices ect so I would like to say a big thank you too her for her help and Emily if your reading this a big thank you too 10/10 stars thank you Emily

No problems with joining and billing. The electricity source seems to be more sustainable than the others.

Received an e-mail to call to provide more information and because I did not call within 7 days they wouldn't honour the rates they quoted on the MSE comparison site. Absolutely shocking.
Received an email to call, called by apparently I was outside the 7day response time from date of email so “would not honour the quote”……you have a recording of the call so I suggest that is where you should start your investigation!!!!

I have always found the online app very easy to use and understand. On the odd occasion that I have had to call I have always been answered promptly and the staff are extremely friendly, helpful and professional.

Very friendly, helpful and competent service from Liyarna

I recently attempted to switch to Ecotricity via the MoneySavingExpert website but unfortunately decided to cancel the switch and remain with my current supplier, due to a disappointing customer service experience.

Because I have solar panels, the switching system generated an error suggesting I had two meters. I was asked to provide my details for a callback, but no one ever contacted me. I then spoke with customer service on two separate occasions and was advised to contact my current supplier to resolve the issue, while also being told to wait for a callback from the switching team. Again, no callback was received.

When I eventually contacted the switching team directly, I was told the issue was likely related to my Solar Export Guarantee (SEG) account and that the appearance of two meter points can sometimes cause confusion. This explanation was helpful, but it came only after several unsuccessful attempts to get support.

Based on that information, I decided to continue with the switch and even received notification from my current supplier that I intended to leave. However, I never received a welcome email, welcome pack, or account details from Ecotricity. I also downloaded the app but was unable to register because I had not been given an account number.

Overall, the lack of communication, missed callbacks, and conflicting advice left me with little confidence in the service I would receive as a customer. While I appreciate the explanation eventually provided by the switching team, the overall experience was frustrating and ultimately led me to cancel the switch.

I hope Ecotricity can improve communication and customer support for future customers.

Great to talk to an English call centre operator who was very polite and helpful

Great call centre in the UK and not merely following a script. What a difference from British Gas.

I live in a HMO so i should not and do not pay ELECTRICITY BILLS ,this is paid by the company that owns HMO which is Watermint a property management company. There are 6 one roomed flats in the building with 1 meter in the hall cupboard. So can Someone tell me why £4000 was deducted from my benefit money in instalments, when i did not give permission and did not owe it . I expect an answer .

Lauren was fab. Sorted my problems and was kind patient and friendly

I found the customer service team was helpful, friendly and communicated really well.

Excellent phone service, quick, simple efficient, UK based, almost no waiting time. Super professional.

Positive, clear and helpful first call with Liyarna.

Liyarna made the switching process really simple

Thanks for your help and I'm looking forward to cheaper energy bills and joining a company where the profits go into building a better world!

I was interested in this company because of their "Green" ethos. Liyarna was quick to answer the phone and answer my query. She was polite and helpful and discussed the available tariffs with me. For customer service I'd rate Ecotricity way better than average. I've already received confirmation of my new account, set up the app and I know they've notified my previous provider as they've been in touch. As well as the excellent rate they offered I have the assurance of a 12 month fix and certainty about my fuel bills going forwards.

For some reason, they still feel the need to hard credit search new joiners unlike other suppliers. So avoid if you're just about to renew a mortgage as signing up to Ecotricity and them carrying out a hard search on me has dropped by credit rating 300 points.

If I were able to give 0 stars, I would! I tried to switch my gas and electricity to this company via Money Savings Expert on 03/06/2026. On 04/06/2026 I received an email from Ecotricity asking me to telephone their customer service team as they needed to check my details with me in order to complete my switch. I telephoned within minutes of receiving the email only to be told that no one was available to deal with my enquiry and that I would either receive another email or a telephone call. I waited for this contact until 1645 on 05/06/2026 as the fixed rate deal I was interested in expired at 1700 on that day. This time I hung on the phone waiting for a reply until 1657 when I decided that it was too late in any case and the deal had slipped through my fingers due to the lack of customer service by Ecotricity. I have since emailed them, replying to their original email, saying that i no longer wish to switch to their company and have had no response to this email either. They really have no customer service whatsoever!
UPDATE 11/06/2026
Ecotricity eventually did telephone me about my switch request and Once I had explained my issue, they agreed to honour the fixed rate deal that I had applied for. I also received an email stating that their complaints team were looking into things for me. I decided not to proceed with the switch to Ecotricity as my experience of their customer service had been so bad. I received a further email from their complaints team today explaining that they had been caught out by an unprecedented volume of switch requests. I think that confirms my decision not to use them as any decent business offering a deal that is being widely touted by comparison sites as best on the market should be aware of the demand this will create and make the relevant arrangements.

Emily was very helpful and clear. All sorted very quickly. Thanks

I applied for Ecotricity export tariff a while ago but they haven't set it up correctly. I'm exporting electricity since June 1st but they are paying me nothing because (if I understand correctly) the readings of my export smart meter are not coming through. It could well be my smart meter problem but their customer support are not helpful. I've written them twice but I'm not sure I managed even to make them aware of the problem. Even if they are aware of the problem, they haven't explained to me what, when and how it will be rectified.