Now you've received your bill
Here's some useful stuff for you on how to pay your bill, why it's good to take meter readings, how to contact us, where to get safety advice, what to do if you're moving and our Codes of Practice.
Paying your bill
Paying promptly helps us to keep our costs down.
By Direct Debit
It’s easy and environmentally friendly. You can simply click here, or call us on 0345 555 7 300.
By telephone or internet banking
Here are our bank details to set up payment:
- Our sort code: 40-14-13
- Our account number: 62606380
- Our account name: The Renewable Energy Co. Ltd
- Your payment reference: please use your account number from the front of your bill.
By standing order
Please call us on 0345 555 7 300 to agree your payment details.
By credit or debit card
We can take a card payment online or over the phone. You can easily pay you bill here, or call us on 0345 555 7 300 with your credit or debit card details.
Please make your cheques payable to ‘Ecotricity’ and write your account number (from the front of your bill) on the back, and send it to us free – simply address the envelope to ‘Freepost ECOTRICITY’.
At any PayPoint outlet
You can pay at any PayPoint outlet – you just need the barcode on the last page of your bill.
Find your local store online at paypoint.com.
If you think your bill is incorrect
We will need an up-to-date meter reading. Please have this available when you call, but please do not return your bill to us.
Any problems or concerns about paying your bill?
Please talk to us – call us on 0345 555 7 300 as early as you can. We’ll discuss your options, and we’ll do everything we can to make paying your bill as easy as possible for you.
Reading your meter
Help us to make your bills accurate
Please send us regular meter readings to help keep your bills accurate – we recommend once a quarter.
If your meter has circles with pointers please read each circle from left to right.
To provide your meter reading:
- Register for an online account
- Download our free Ecotricity app for iOS or Android.
- Fill out a form online
- Call us on 0345 555 7 200
- Please make sure you provide both meter readings if we supply your gas and electricity
Estimated meter readings
Your energy consumption will be estimated if we don’t have an up-to-date meter reading from you. Any difference between your actual energy consumption and the estimated amount will be corrected when we next receive a meter read. This will be shown on your next bill.
For general enquires
Call us on 0345 555 7 100 (Mon - Thur 8.30am - 7.00pm, Fri 8.30am - 6.00pm and Sat 9.00am - 4.00pm)
Prefer not to use 0345 numbers? Call 01453 761482 or email firstname.lastname@example.org.
If you’d like to contact us by Textphone, please call us using Typetalk on: 18001 0800 999 6262.
Moving – please contact us
Moving home? Take Ecotricity with you! We can supply your energy wherever you live. Before you move, please call 0345 555 7 500 or check out our web page here. We need at least two days notice. If you don’t give this notice, we’ll have to charge you for the energy used up until the first of these dates:
- the second working day after you contact us
- the date of the next meter reading
- the date someone else takes over the energy supply.
Putting things right
If we’re not meeting your needs or if you have a problem with our service, please call 0345 555 7 100 or click here for further information..
Customer Champions Team
If you feel you’re not getting the answers you need, please contact our Customer Champions Team who will look to get to the bottom of the issue, find out what went wrong and why – and resolve it promptly. To contact them, simply email email@example.com.
For free impartial advice on your rights or making a complaint about your energy supplier, you can call the Citizens Advice consumer service at any stage during the complaints process on 03454 04 05 06 or visit their website www.citizensadviceguide.org.uk/energy.
If you’re still not satisfied, contact the Ombudsman Services who provide free independent advice and investigate complaints. Their decision is binding for the supplier but not for the customer. Call 0330 440 1624 or visit www.ombudsman-services.org/energy.
We realise that some of our customers, such as the elderly, disabled or chronically ill, need extra care and services. If you do, we recommend you join our Priority Services and call 0800 999 67 67 or register online. You can also use textphone to contact us using Typetalk on 18001 0800 999 62 62.
Your bill explained
Click here for help understanding your bill, .
Terms and conditions
We supply energy to you under our terms and conditions of supply. For a copy of our latest terms and conditions, please call 0345 555 7 100 or view them online.
We can help you save money on your bills and make a positive contribution to the environment. Check out our free energy efficiency advice, or call us on 0345 555 7 100.
Codes of Practice
You can view our Codes of Practice (including for complaints) online, or for a free copy call us on 0345 555 7 100.
Our Fuel Mix
See the latest information about our fuel mix here.
See our useful information about the safe use of gas appliances and other gas fittings, gas safety checks and carbon monoxide poisoning.
Standards of service
For details of the level of service you can expect from us in relation to metering and appointments, the service you can expect from your energy network operators and compensation you may be entitled to, call us or see further information online. You’ll also find your network operators’ addresses there.
Right to change
It’s great to have you with us. We don’t want you to leave, but we’re obliged to tell you that other suppliers are available, although we think you’ll already know that! We don’t lock you into a contract and we don’t charge exit fees. If we’re not meeting your needs for any reason please call us. For impartial advice about switching suppliers call the Citizens Advice consumer service on 03454 04 05 06 or visit www.citizensadvice.org.uk/energy.
Energy Consumer Information
It’s easy to get free independent advice so that you “Know your rights” as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To “Know your rights” visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service on 03454 04 05 06.