Ecotricity ranked #1 by Citizens Advice
Press enquiries
If you are a journalist with a media enquiry, please contact our Press Office by email at pressoffice@ecotricity.co.uk
For all other general enquiries, please call 0345 555 7100 or email home@ecotricity.co.uk.
Ecotricity has the best customer service in the energy industry, according to a new ratings system launched by Citizens Advice today.
The new online tool allows people to compare energy companies’ customer service at a glance – based on complaints handling, ease of contact, bill clarity, and switching.
Gillian Guy, Chief Executive of Citizens Advice, said: "Customers shouldn’t feel like they have to take a leap of faith when choosing a new energy supplier.
“The new star rating will make it easier for people to tell how good a supplier is at customer service so they can make sure they find the company that best suits their needs: on price and service.
“We also hope the tool will encourage suppliers to improve their level of customer service with customers now able to scrutinise their performance across a range of different service factors - from complaints to ease of switching.”
Dale Vince, founder of Ecotricity, said: “Firstly, it’s great to be ranked number one – we put a huge amount of effort into making our customer service the best in the industry, and it’s improving further as we develop our app and online services.
“But it’s also great to see an organisation like Citizens Advice pull together a ratings system that’s about more than just price – comparison sites and the media seem to only focus on price, but that’s just part of the story.
“We think there are three things that people look out for – greenness, customer service, and price. The order will depend on the individual – but comparison sites should help people compare energy companies across all three of those areas.
“In our experience, a growing number of people are looking for a green outcome from their energy spending – increasingly so as our government seems to have abandoned the green agenda and turned instead to fracking and nuclear.
“And it’s no coincidence that greenness and good customer service go hand in hand either; both are the result of being driven by ethics – not the bottom line.”
The new Citizens Advice customer service tool uses a star rating system from 1 to 5, with the number of stars awarded to each supplier based on a combination of different factors:
Complaints – how well energy suppliers handle customer complaints
Ease of switching – number of switches the supplier successfully carries out within 21 days
Ease of contact – how highly people rate their supplier’s customer service
Bill clarity – how easy people find it to understand their bills
Switch Guarantee – whether the supplier is signed up to the switch guarantee that commits them to switching a customer within 21 days.
The criteria were developed by Citizens Advice using research carried out with customers who were asked what they valued most from their energy supplier.
The tool will be updated quarterly with the latest information and star rating.
Similar articles
June's positive climate news
Climate news can often feel heavy and discouraging. While it’s crucial to understand how our actions impact the planet, it’s just as important to highlight the people and projects making a positive difference.
More
Travel green: Sustainable travel tips for 2025
Planning your next getaway? Before you book that flight or pack your bags, take a moment to think about the environmental impact of your travels.
More
Grid Faeries power the LIDO festival to sustainable success
The recent LIDO 2025 festival in London’s Victoria Park ran over two weekends in June, featuring a host of amazing headliners and supporting acts, including Jamie xx, Charli XCX and London Grammar.
More