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Our Customer Champion
Sharon, our customer champion
Mistakes happen, they can happen to anyone. What matters is what you do about it. For when we make a mistake we have a Customer Champion.
Our Customer Champion is someone who sits outside of our organisation, but who has access to every department and every team member - at all levels. If you have a problem, get in touch with our Customer Champion and she will be in touch with you straight away, often the same day.
Her job is to get to the bottom of the issue, find out just what went wrong and why - and resolve it promptly.
The result is an impartial, factual account communicated openly and honestly to both the customer and to us. And of course the problem is fixed, usually in just a few days.
We're here to help
Which is why our Customer Champion will aim to give you a response within a few days - often the same day.
It's truly unique, and it works. But you don't have to take our word for it…
What our customers say
Dear Sharon
Just a quick note to thank you for your letter of 27 October, which was a prompt and helpful reply to my letter.
One of the great things about Ecotricity is that we feel we are getting a personal service from people who want to help (in contrast to the remote, impersonal and unhelpful "service" from British Gas and the other big companies).
Many thanks.
AI, London
Dear Sharon
I wanted to drop you a note to say thank you for your response dated 4th March to my earlier complaint letter. Also thank you for the kind gesture of the flowers which we received yesterday.
I would like to say how refreshing it is to find a company who actually listens and takes seriously customer complaints. You have already gone a huge way to restoring my faith in your company by the manner in which you have dealt with my complaint.
Both you and your company deserve recognition for excellent complaint handling.
Thank you.
JS, Sheffield
Dear Sharon
Many thanks for your prompt response to my letter. I appreciate your taking the time to reply so fully and am happy to stay with Ecotricity as a result of your actions.
Kind regards.
KF, London
Thanks very much for your help and continuity in resolving this problem it makes a refreshing change from lots of different contacts and automatic answer phone systems, much appreciated.
RA, Suffolk
Getting in touch with our Customer Champion
The easiest way to contact our Customer Champion is to follow this link.
Or you can e-mail:
customer.champion@ecotricity.co.uk
Or write:
Customer Champion
Ecotricity
Axiom House
Station Road
Stroud
Gloucestershire
GL5 3AP
When getting in touch
Please try to include the following details when you contact our Customer Champion.
- Your name
- Address (with postcode)
- The details of your problem.
Please provide as many details about the problem as you can, as this helps us our Customer Champion solve your problem more quickly.