Ecotricity Avis 

We used uswitch to try and secure a better rate for our electricity. Previously we were with octopus, who were great and always gave good customer service. However, we went with the slightly better rate and agreed to the new tariff. I then received emails from exotricity confirming the switch but the tariff costs were incorrect as well as some other info like my name. I tried to call them but ended up in an endless cycle of automated long-winded messages and options to press this number and that number. Eventually I gave up and emailed them, receiving an auto reply that it would take 5 days for a response- by which time the switch would have happened. I called octopus, got straight through to a human and put a stop to the switch and sorted out a new tariff with them. Sometimes, it’s best to pay a slight bit more but get better help, accurate service and not be misled on your tariff.

Tried to switch to Ecotricity using MSE Cheap Energy Club. Silence for 2 weeks. Spent an absolute age trying to get hold of them to be told "contact your existing supplier" - which I knew was rubbish but they wouldn't help in any other way. Contacted my current supplier (OVO) who were really helpful and said there was no reason they would reject the switch but they hadn't received a request

Spent another hour trying to get hold of Ecotricity before giving up and letting them know via email to cancel the switch.

Hoping I've dodged a bullet there as the customer service is absolutely woeful. Don't be drawn in by "slightly" cheaper pricing . . . .

Switched online and they emailed me asking to call. 45 minutes on hold and they tell me the system is down. Call again and I’m still on hold after 10 minutes. Very poor customer service so far

1 star – An astonishingly poor level of customer service

I have spent months trying to get Ecotricity to resolve what should be a very straightforward billing issue.

Despite being provided with tenancy information directly from my letting agent, Ecotricity continued billing me for a period when I was no longer responsible for the property. I have made payments which still do not appear to have been properly accounted for, received conflicting correspondence and been pursued for an outstanding balance that I dispute.

Most frustratingly, Ecotricity has now confirmed in writing the dates for which I was responsible, yet they still seem unable to reconcile the account correctly.

I have repeatedly provided information, explained the situation and tried to resolve this reasonably. Instead, I have spent an extraordinary amount of time dealing with something that should have required one competent person to look at the account from beginning to end and correct it.

I have now made a final formal complaint and will refer the matter to the Energy Ombudsman if Ecotricity cannot resolve it.

The issue isn't just an incorrect bill – mistakes happen. It is the apparent inability to take ownership of those mistakes and put them right.

Based on my experience, I cannot recommend Ecotricity. One star.

It was so easy to set up the call handlers were very helpful and polite and explained things in simple terms with no hoopes to jump through.
Thank you.

Hello
I spoke to Emily today, who was very helpful on the phone. She explained all the charges to me and helped me to switch my account to Ecotricity.
Thank you Emily.

I instigated a switch via the MSE site on the 4th September. They came back to me for further information and since then have been impossible to contact. I have sat on the phone for hours listing to their on hold chimes but never had an answer. I have mailed but received no response. I am now stuck with no knowledge if the switch is happening and according to the MSE website unable to go to another supplier until it has been confirmed that the switch has been cancelled. To do this I have to contact them! It's impossible! If this is the experience for new client I hate to think of it would be going forward.

Update: I have finally spoken to the team (although it took 45 minutes of holding) , and once you are through to them the switch could not be simpler. Dealt with Liyarna who apologised for the delay and it was just the confirmation of my details that they required. Have taken the chance to continue as they have the best rates. I'll review again after 3 months but they really need to sort out their customer contact strategy as there was no response to my mail after 10 days and the only option appears to be to hang on until they answer!

Switching was simple as to be expected. Their app and website is hopeless. Since switching I cannot view bills or view my tariff along with other features. I was also told 3 different times that the cheaper EV applied to for overnight charging.

Transfer from previous energy supplier some 3 weeks ago seems to have gone reasonably... although I'm hoping that the monthly DD payment, which is considerably more, may reduce once a pattern of usage is established.
Less good, though is being pestered to have smart meters, despite my saying from the outset that I am not interested and giving my reasons. My wife has had two unsolicited phone calls - those numbers are now blocked. I contacted Ecotricity asking them to respect our express wishes. Yesterday, an unsolicited email from a third party which my email decided was spam - and I'm in agreement. Maybe Ecotricity cannot call off their third party pals immediately, but I hope that this will not happen for much longer as it feels like harassment.

Been with Ecotricity since the company started. Found the experience so much better than many of the larger companies. More scope for personal communications by phone.

Recently set up Export Account for Solar, a little bumpy initially but Ecotricity kept in communication and it now appears all is running well.

Any problems keep communicating, if frustrated make a complaint and stay polite and help with as much info as possible for them to sort out any problem.

I have found everyone involved to be very polite and helpful, even through initial problems, that needed sorting out.

Remaining with this energy company.

SCAM company. I went on comparison site which I have done possibly 200 times with all matters. Put in Nov 1st 2026 end of my EDF contract. what does Ecotricity do? it switches asap and without warning or consent I am now paying HIGHER tariff with a company and exit fines from EDF and despite over 20 emails they REFUSE to switch me back and some snotty awful girl is emailing me who doesnt know what she is doing. EDF are raising this as a complaint. AVOID AVOID AVOID AVOID AVOID !! MR S SINGH

Really impressed with the service from all the staff I have spoken with especially Sam Explained the process clearly and answered my questions.

Been with Ecotricity for a few years and always thought they were pretty good and most things were reasonable.

Recently moved house and wasn’t offered any option to stay through the moving out process. I assumed that because we were moving, I would not be charged an early exit fee since no communication was made to me from completing the moving out form until a couple weeks later when I received a bill with £150 fees.

Despite querying this and explaining the situation, I was basically told to switch back to avoid the fees as there was nothing that could be done.

Sadly it turns out Ecotricity are just another faceless energy vampire that want money for nothing. Whilst in my communication with them I appreciated the fees existed, I was just very disappointed that their communication errors didn’t result in at least a reduction of the fees. I won’t ever return and will actively dissuade others to use them.

Thanks Matt for you reply below, which changes absolutely nothing, everything above still stands. You refused to reduce the fee despite valid reasons laid out by me.

I left Ecotricity for a competitor in 2025 because they weren't offering an export account at the time, and switched back once they set one up. It's clear a lot of work has gone into that side of the business since — I'm now paid quarterly for export, and since January I've received £400, with £200+ expected for the next payment.

I'm on the EV tariff with a Tesla Powerwall, and the setup works well: it automatically schedules charging for the car and the battery within the 12am–5am cheap window (6.5p/kWh import), and exports at 16p/kWh. Between the two rates and the automation, it's genuinely low-effort and financially worthwhile.

Compared to my previous supplier, who made endless excuses about setting up export payments and never actually paid us, this has been a completely different experience. Good to see the effort they've clearly put into that part of the service.

Changeover was very smooth, slight confusion over prices only.

Good call back system. Query deal with efficiency

Ecotricity are so easy to deal with and contacting them by 'phone to sort out a change of tariff was handled quickly, efficiently and in a really friendly manner. Couldn't ask for more

Smooth switch and a very competitive 2 year fix tariff. Called once and prompt response and very helpful man took my call and dealt with me professionally.

Liyarna was very professLiyarna was very professional, friendly, and helpful throughout. She provided excellent customer service, was attentive to my needs, and made the whole experience smooth and pleasant. I really appreciated her positive attitude and professionalism.
Thank you, Liyarna, for the excellent service!ional and

Had to call twice to start the switch. 30mins each call but got there in the end. Once I got through 2nd call operator was vey helpful and set up the account whist on the phone.
Ecotricity need to sort this as the switch is normally all done online without this hassle.

Review no 2
My account with Ecotricity is open if you care to check and is open from today I believe . Acc no ending 5292