Ecotricity Reviews 

In January this year, I looked to switch from the horrible EDF to another provider. I contacted ecotricity. spoke to someone called sam bennett. she lied to me. wasn't transparent at all. did not disclose to me that their company probably wasnt the right one for me as i'm low income and they do not cap their rates. i had told sam i was vulnerable and she still did not disclose anything. i found out a week later, on my own. i then quickly switched to another provider. i thought everything was fine. nobody told me otherwise. now we're in mid march, and i realised, again on my own, that my gas was never switched to the new supplier. ecotricity are trying to blame the new supplier, claiming they never requested my gas to be switched to them. my new supplier sent me screen shots proving otherwise. so they lied again. they also claim that if i switch now, i am slapped with a £75 fee for ending a 12 month contract early. furthermore, they cannot tell me how much i owe for gas, as i havent paid them a penny, as until now, i thought my gas was with the new supplier. they also would not give me my own account number by phone due to "data protection." they have done nothing to resolve this mess that isnt my own fault. it has left me terribly distressed when i have health issues. appalling.

Phoned expecting a long wait and problems discussing why my direct debit was increasing by 50% when my estimated annual cost was decreasing. ( emails 3days apart)
Phone answered on third ring by a human! Over the course of a long phone call the customer service representative was patient, courteous and professional. Explained the situation to my satisfaction and we agreed a compromise on the charges.

We’ve just switched our home energy to Ecotricity and couldn’t be happier with the experience so far.

We had been waiting for our previous fixed tariff with another supplier to end so we could make the move, and we’re really pleased to now be supporting a company that is actively building new wind and solar energy in the UK.

The switch process has been smooth, the communication clear, and it feels good knowing our energy is coming from renewable sources.

For us, choosing suppliers whose values align with our own matters, and Ecotricity are doing genuinely important work in helping build a greener energy system.

We’re very glad to now be part of that journey.

The lady I spoke to about some advice to set up a direct debit for my future electric bills was very friendly and very helpful in sorting out direct debits for my future bills. I have been with this electric company now for 5yrs have never had any problems at all with this company.

Avoid, terrible experience.

Updated 31 Mar. Taking an extra star off for zero communication after repeatedly ignoring requests for my ihd to be commissioned and, despite sayingthey'd look into my concerns after this review, doing precisely nothing.

Original review
Really wishing I hadn't bothered moving from Octopus despite projected slight saving on tariff. I've been with Ecotricity since 4th Feb.

The Ecotricity app is light years behind the Octopus app in terms of displaying energy use innfo and it also insists on checking which property i want to see the information for each time I log in. I just have one property, save it as the default!

I requested an In Home Display (IHD) from Ecotricity which turned up after a couple of weeks. I duly rang customer services to get it commissioned. It is still not commissioned. It looks like a piece of hardware from the 90s. The Octopus mini worked first time without having to chat to customer services.

I had a latest gen smart meters installed last year. I did have a welcome message from Ecotricity on day of switchover so thought all would be well. However my first bill shows as estimated bill! I have asked customer services and they said they are receiving info from the electricity smart meter but not from gas. Well they both worked with Octopus and are industry latest standard smart meters so that's a bit pants! If it worked with Octopus then it should work with Ecotricity. I guess I will have to take meter readings each month which is obviously not a world ending inconvenience but it's friction I didn't expect from the move.

It's all just a bit aggravating. I don't have any renewables but if I did I would be tearing my hair out with the lacklustre technology from Ecotricity. I already have the date marked in my diary for next year to move back to Octopus. If I didn't have the stupid leaving penalty I would move back immediately.

I would say that customer service people I speak to are lovely and you don't wait on the phone too long when you ring, but they can't seem to sort the technology. But customer service at Octopus are also great so it's not a differentiator.

Needless to say all the annoying things came to light after the period during which i could cancel the move so I'm stuck feeling annoyed.

Had a simple question and received a straightforward answer in a friendly, informative and jargon-free conversation. What a breath of fresh air!

⭐⭐⭐⭐⭐ 5 Stars for Ecotricity – Outstanding Service from Jackie Moore
I recently contacted Ecotricity and was assisted by Jackie Moore, who delivered some of the best customer service I’ve experienced in a long time. From the very start, she was polite, warm, and friendly, while still maintaining complete control of the call. She showed genuine interest in the reason for my call and was empathetic throughout, making the whole experience feel personal and reassuring.
Jackie used my name consistently and handled everything proficiently, resulting in a smooth one‑call resolution. I ended the conversation feeling confident, valued, and genuinely inclined to stay with Ecotricity based solely on this first interaction.
It was incredibly refreshing to receive proper Yorkshire customer service straightforward, sincere, and delivered with care. Jackie is a credit to the company!

On 20th of February we went with Ecotricty for my Daughters little bungalow through Uswitch. She is a single mother so money is tight. Today, 9th March they have contacted her to say they are not honouring the deal. They wont give her a fixed contract and the Tariff is 6 p more money. They wouldnt have done this if the Iran war hadnt kicked off. Avoid this company like the plague, disgusting

Eleri was fantastic! She set up my new account and started the process of changing my prepayment meters to credit meters. She rang back when she said and made the whole process really easy. Thank you!

Incredible level of service received over the telephone. The response was personable, efficient and my issue was resolved quickly and professionally. Couldn't recommend Ecotricity more highly.

Spoke to a real person who was polite and helpful, answered all my questions professionally and explained everything really well.

Excellent service on recent call(s). Operators very courteous, clearly understood issue and resolved it well. Short wait times too.

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!