Great Service

We treat our customers the way we like to be treated ourselves. And we work hard to make sure the service we give them is the best we can make it.

  • We answer the phone ourselves and we do it quickly
  • The first person you speak to resolves nearly 90 per cent of all queries right there and then
  • If we promise to do something, we do it
  • And when something does go wrong, we have our own Customer Champion to fix it – in most cases within 24 hours.

 

 

And complaints, or rather the lack of them

Each year, Ofgem requires all energy companies to publish the number of complaints they’ve received.

Unfortunately Ofgem won't publish them in one place for easy reference – we don't know why. So we've done it ourselves. Below you'll see figures for each supplier for 2010 to 2014. We've presented the number as complaints per 1,000 customers to make all companies easily comparable.

As you'll see, our complaints level is 24 times lower than the best of the Big Six.

You can read our Complaints Report.

   No. of complaints per 1000 customers 2014 2013 2012 2011 2010
1 Ecotricity 0.86 0.55 0.51 0.55 0.69
2 Ovo 11.36 15.56 15.23 13.04 22.50
3 Co-Operative Energy 12.03 3.89 0.81 2.20 -
4 SSE 20.81 14.89 11.95 12.10 10.64
5 E.ON 20.89 10.51 8.02 7.63 8.01
6 British Gas 24.73 19.17 20.10 12.37 9.54
7 Good Energy 24.80 3.35 2.97 5.81 9.56
8 EDF 26.63 29.47 15.80 8.86 6.32
9 Scottish Power 32.53 19.60 15.55 17.89 18.06
10 Npower 38.27 29.30 16.04 18.45 16.80

Source: Ofgem defined a complaint for this purpose as being any expression of dissatisfaction that has not been resolved by the end of the working day following the day of receipt. All energy companies are required to publish an annual report showing the number of complaints received that have not been resolved by the end of the working day following the day of receipt. Complaint numbers and customer figures are taken directly from suppliers own websites or in the case of the latter from other publicly available sources.

You don’t need to take our word for it as one of our customers tweeted:

@ecotricity is the best customer service experience I have ever had from any company, not just utilities.

Read more comments from happy customers

More evidence than you can shake a stick at

You can read our latest  annual complaints report – it shows the number of complaints we received and didn’t fix within 24 hours (probably the acid test). And finally,  hear what our customers have to say about us.

It's all proof that we don't mince our words when we say how hard we work to give our customers the very best service – and this year we’re proud to top the  Which? Energy Consumer Satisfaction Survey 2014.

We asked our customers what they thought about our service. The results of our customer survey are here. The ultimate proof perhaps can be found in the statistics that Ofgem requires to be published each year. Our annual complaints report is here. Perhaps the best people to tell you what our service is really like, are our customers. See what they have to say on our testimonials page.


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