Ecotricity

Company Overview

What customers complain about

Complaint categories

1. 1
   Billing and payments

   Billing is one of the categories Ecotricity itself reports on in its complaints performance data, alongside payments and credit management. Citizens Advice scored Ecotricity weakest on billing and metering for January-March 2026.

   Ecotricity complaints-performance page category list; Citizens Advice supplier detail page (Jan-Mar 2026).
2. 2
   Customer service and correspondence

   Customer service and communications/correspondence are reported complaint categories. Ecotricity states an average email and app response time of two working days.

   Ecotricity complaints-performance category list and complaints page.
3. 3
   Metering and smart meters

   Metering is a reported complaint category, and Ofgem has kept Ecotricity under reduced compliance engagement on smart-meter installation and operating-in-smart-mode obligations.

   Ecotricity complaints-performance category list; Ofgem smart-meter compliance publication.
4. 4
   Account set-up and transfers

   Customer set-up and transfers (switching in or out) appear as distinct reported complaint categories in Ecotricity's own reporting.

   Ecotricity complaints-performance category list.

Latest statistics

• 21.5per 10,000 customersComplaints per 10,000 customers (to Citizens Advice services and the Energy Ombudsman)January to March 2026
• 3.36out of 5Citizens Advice customer-service star ratingJanuary to March 2026 (ranked 7th of suppliers compared)

Citizens Advice publishes a quarterly customer-service star rating for larger domestic energy suppliers. Figures below are the most recent published quarter (January-March 2026) from the Citizens Advice supplier comparison. Ecotricity also publishes its own quarterly complaint volumes and category breakdown on its complaints-performance page, but the underlying table figures were not machine-readable at the date checked and are not reproduced here to avoid error.

Contact methods

• Customer service / start of a complaint (domestic)01453 761482
• Formal complaints (domestic)01453 761482
• Business customers01453 761482
• Energy Ombudsman (independent escalation)

Complaint journey

1. 1

   Contact Ecotricity

   Raise the issue with the Stroud customer team by phone or email.

   Typical response2 working days (email/app average)
   What happens

   Start by calling 01453 761482 (Mon-Fri 9am-7pm, Sat-Sun 9am-5pm) or emailing home@ecotricity.co.uk (business@ecotricity.co.uk for business accounts). Ecotricity says its average response time for email and app queries is two working days. Explain the problem and the outcome you want, and note the date and who you spoke to.

2. 2

   Raise a formal complaint

   If it is unresolved, escalate it to the dedicated complaints team.

   Typical responseVaries
   What happens

   If the issue is not fixed or you are unhappy with the solution, ask to raise a formal complaint. Use complaints@ecotricity.co.uk, call 01453 761482, or write to FAO Complaints, Freepost ECOTRICITY (business.complaint@ecotricity.co.uk for business). Ask for a complaint reference/ID as proof it has been logged and keep it for any later escalation.

3. 3

   Ask for an internal review

   Request that a manager or reviewer look at the case again.

   Typical responseVaries
   What happens

   If you are not satisfied with the complaint handler's response, ask for the case to be escalated for a final internal review. If Ecotricity concludes it has done all it can, it will issue a deadlock (signposting) letter that lets you go to the Energy Ombudsman straight away.

4. 4

   Go to the Energy Ombudsman

   Take an unresolved complaint to the free, independent ombudsman.

   Typical response8 weeks
   What happens

   You can take your complaint to the Energy Ombudsman if it is unresolved eight weeks after you first raised it, or sooner if Ecotricity issues a deadlock/signposting letter. The Energy Ombudsman is free, independent and its decisions are binding on Ecotricity if you accept them. Ofgem, the regulator, sets Ecotricity's licence rules but does not resolve individual disputes.

Response times

If your complaint isn’t resolved

If Ecotricity can’t put things right, you can escalate — free of charge — to an independent body:

• Energy Ombudsman

Recent news

• 16 June 2026

  Ofgem published the outcome of its smart-meter compliance engagement covering Ecotricity (with So Energy and Tomato Energy). It found no formal breach but kept Ecotricity under reduced ongoing compliance engagement on smart-meter obligations, including meters not operating in smart mode (NOSM).

  Read more
• 31 March 2026

  Citizens Advice's January-March 2026 supplier comparison rated Ecotricity 3.36 out of 5, ranking it seventh, after it had topped the table for the two previous quarters.

  Read more
• 31 December 2025

  Ecotricity announced it had again topped the Citizens Advice customer-service league table for October-December 2025, a second consecutive first place after also leading for July-September 2025.

  Read more

Know your rights

• Gas and Electricity Supply Licence conditions (enforced by Ofgem)

  Ecotricity holds Ofgem supply licences and must follow standard licence conditions, including complaint-handling rules and smart-meter obligations (SLCs 39A/49 electricity, 33A/43 gas) - the subject of Ofgem's recent compliance engagement. This is general information, not legal advice.

• Energy Ombudsman scheme (statutory alternative dispute resolution)

  As a licensed supplier, Ecotricity must belong to the Energy Ombudsman scheme, which can investigate your complaint after 8 weeks or on a deadlock letter and issue a binding remedy. This is general information, not legal advice.

• Consumer Rights Act 2015

  Energy supply and related services must be provided with reasonable care and skill; if Ecotricity's service falls short you may be entitled to have it put right. This is general information, not legal advice.

Frequently asked questions