Ecotricity Avis 

Sam was great, went above and beyond explaining the credit check and chatting about how we are both working on our credit scores!! Easy enough switch with a friendly voice to help you through it, would recommend. Thank you!

Its a pleasure to interact with Ecotricity staff - they are kind, well informed and very helpful. My bills are well priced. I wouldnt use any other company.

I used Uswitch service on qTuesday 12/5 with the promise it would save me money, on Saturday 16/5 I called Ecotricity to cancel the switch over. With the severity of my anxiety issues I asked the agent I spoke with to explain what would happen next and what I needed to do. He explained to me that because switch hadnt happened as connevtion date wasnt until Monday 18/5 there was nothing to do. He then explained as it was a Saturday the cancellation wouldnt be completed until the Monday, and I asked him for reassurance, and he confirmed that I was well within the cooling off period so there would be no balance to pay and i will recive a confirmation email. The email explained that I had 3 options, complete the switchover, stay with Utilita or sign up with another company. There would be no disruption to my services if I chose to stay with Utilita like the agent had explained when I called them, but even with rhis I informed Uswitch I had changed my mind.10 days later Ecotricity then billed £849.31 and after another phone call I've been emailed and messaged several times since by them demanding payment. I called them again this afternoon to once again explain this, only to be told by the woman that she can see the payment team are looking into the matter, and I had been connected to them for 7 days, and it is probably because there was no meter reading when the connection had started so she will find out where investigation is up to, but I will still need to pay outstanding bill to resolve the matter. I have emails and call log with dates showing evidence too. Makes me wonder how many people they have taken payments off in this way before now.

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.