Ecotricity reviews: What do customers think?

Ecotricity is a small energy supplier based in Stroud, Gloucestershire, that claims to be ‘Britain’s greenest energy supplier’. The company, which serves around 100,000 customers - both residential and businesses - was the first in the UK to offer 100% green electricity, sourcing its energy from wind, solar, and hydroelectric power. While being a green energy provider is helping raise awareness of the environment, in this post, we’ll look at what their customers think of issues such as price and service.

What tariffs are available with Ecotricity?

Before we look at some Ecotricity customer reviews, we’ll look at the tariffs and rates available and options for payment. By doing so, we will have a good idea of what Ecotricity offers when looking at the reviews of the company and whether it is one of the best green energy providers or whether there are areas for improvement.

Ecotricity offers three main tariffs for both gas and electricity, which are as follows:

• Business tariffs;
• Residential tariffs;
• Electric Vehicle tariffs for EV owners.

For all three options, the company offers no exit fees, meaning customers are able to switch to other energy providers at any time and not pay any penalty costs, which allows flexibility. According to the company, all of the energy is sourced in an environmentally-friendly manner. In fact, Ecotricity says it offers ‘vegan energy’ because no animal byproducts are used.

Is Ecotricity expensive?Customers do have higher bills for energy provided by Ecotricity. Research carried out by Selectra earlier in 2021 found that prices were around 32% higher than the Ofgem price cap. However, green energy is more expensive, so customers should be aware that while they are paying more, they are contributing to reversing climate change and improving the environment.

Is Ecotricity a good company?

According to consumer website, Trustpilot, Ecotricity has more than 3,300 reviews and an average of 3.9 / 5, meaning there is some room for improvement. Of those who left a rating, 58% said the company was ‘excellent’ and a further 8% described it as ‘great’. Of concern for company bosses, however, is the fact that more than a quarter (27%) of customers described the service received as ‘bad’ with a further 4% saying it was ‘poor’.

The main issues highlighted by customers with complaints surrounded two key areas:

• The high costs - other green energy companies offer lower prices;
• Customer service - long wait times, hard to contact.

The table below offers a summary of the pros and cons of Ecotricity:

Ecotricity Pros & cons

Pros of Ecotricity

• 100% electricity from renewable sources
• No exit fees
• Offsets its carbon emissions
• Does not produce nuclear waste.

Cons of Ecotricity

• Long call wait times
• Does not offer green gas
• More expensive than the Ofgem price cap

Ecotricity car charging reviewsIn addition to home and business energy provision, Ecotricity also has more than 300 charging points around the UK for owners or electric vehicles. In a survey carried out by Auto Express, the company ranked 10th out of 10, with numerous areas highlighted for improvement, including: charging cost, charging speed, ease of use and reliability.

Ecotricity customer reviews 2021

Having looked at the services and tariffs available with Ecotricity, in this section we will look at the feedback given by customers - one of the best ways to help you decide whether to switch energy providers or not. A common trend in positive feedback is the fact that the company is 100% green:

I've been with Ecotricity ever since they started providing electricity to home users. I have always found them to be really helpful and true to their 'green' principles; I think the development of green gas is really exciting.

Trustpilot

I have been with Ecotricity for years, now - gas and electric. I have no issues with them whatsoever, prices or customer service. And of course, their ethics are what the future is about, for us all. I also use their mobile phone service, Ecotalk + RSPB, again, no issues with that either. Energy prices and phone prices are more than acceptable. And all your money goes towards a greener future through energy or land and wildlife. I would recommend it to family and friends (and I have).

Trustpilot

We have been with Ecotricity for quite a number of years now. We also get a smart export payment from our solar panels. I am with Ecotricity because they are seriously working towards carbon net zero with electricity and now also gas with their grass fuelled gas mills. It is my opinion that the more people who get on board with ethical energy providers the sooner we will get there.

Trustpilot

I really buy into the ethos of Ecotricity and love being a customer of theirs. My understanding of environmental issues has massively improved and I thoroughly enjoy the regular updates and newsletters. A genuine company at the forefront of saving the planet for the next generation.

Trustpilot

Ecotricity reviews UK: What about negative feedback?

While Ecotricity receives plenty of positive feedback for its position on the environment and being a genuinely green provider, other areas of how the business is run come under more scrutiny from customers:

Literally no one answers phone calls or emails. Impossible to get through to anyone or get any help from them. I appreciate this must be a difficult period, but their customer service is non-existent. What use is this concept of green energy when the company can't even provide a decent level of service?

Trustpilot

I am actually very sad to write this review. I have been with Ecotricity from the get-go, and remember their friendly customer service back in the day. However I have been on the phone now for over two hours, trying to give a meter reading which was wrongly estimated (upwards, of course). I have tried entering readings online, and they are ignored. It is sad because Ecotricity was a flagship green energy company, and in spite of higher energy charges I wanted to support them. But no longer. If the customer is treated with such derision (for want of a better word) I shall take my custom elsewhere.

Trustpilot

Customer service was not the only reason people were unhappy with Ecotricity. The cost of bills also came in for criticism, especially because competitors offer lower prices.

Ecotricity is proud to be green but raised the price three times in a 12 months period (the period of time they said prices are frozen).If you are green why are prices going up? Prices are double from last year.

Trustpilot

Left due to huge bills (150 a month when next door was paying 80-90 pounds). Been trying since March to get an accurate bill, we have made many calls to customer services and sent emails, we are still being sent incorrect bills.

Trustpilot

Customer support: What is it like?

Given the feedback from customers, there is some room for improvement in the area of customer support and communication. On Trustpilot, some messages are met with an automated response claiming the feedback has been passed on and the company will be in touch. However, there is no personal message to each customer, and very few messages are replied to.

According to the Ecotricity website, customer support is available Monday to Friday from 9am-5pm, standard hours in the energy supplier sector. As well as options to contact via the customer login area on the website, customers are also able to contact via email or phone.

Ecotricity does offer extra support for those in need, such as people aged 60 or over, those who have a chronic illness, a disability, or parents with young children under 5 years old.

How to contact Ecotricity?

Ecotricity has many ways to contact their team. In the table below, you can find the main ways to contact them, whether you are already a customer or thinking about becoming one.

Ecotricity Contact Methods
Ecotricity Contact Number: 03 4555 57100
By Internet directly on the Ecotricity Website
By internet through the Ecotricity contact email: [email protected]

Ecotricity Emergency Contact NumberEcotricity provides emergency numbers should you need to contact them immediately. To report an electrical emergency or power cut, call 105. For gas emergencies, dial 0800 111 999. These lines are open 24/7 and are free to call.