We topped Citizens Advice customer service rankings again
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.
We’re pleased to share that Ecotricity has once again been ranked the best energy supplier for customer service by Citizens Advice. The latest ratings cover the period October to December 2025 and place us firmly at the top of the table - after also securing the number one spot for July to September 2025.
Citizens Advice is one of the UK’s most trusted independent consumer organisations. Four times a year they assess how the largest energy suppliers are performing, publishing a star rating designed to give customers a clear and reliable comparison of service standards across the industry.
What helped us take the top spot?
Delivering green, ethical energy is what we’re known for – but we also believe great service should always come with it.
Our customer service team is based in Stroud, Gloucestershire and we’re available seven days a week to support our customers. Our phone lines are open:
Monday to Friday: 9am – 7pm
Saturday and Sunday: 9am – 5pm
Citizens Advice bases its rankings on real performance data and our latest results include:
An average call waiting time of just 46 seconds
93.5% of customer emails answered within two days
Full marks for our Switch Guarantee and vulnerability commitments
Our founder, Dale Vince said: “It’s great that Citizens Advice has ranked Ecotricity number one for customer service at a time when people need it most. It’s a testament to the work we put into looking after our customers.”
How the Citizens Advice ratings work
Citizens Advice uses a well-established methodology to calculate its supplier rankings. The overall score is based on a range of performance measures including complaint levels, call centre waiting times, response times to customer enquiries and commitments such as the Energy Switch Guarantee.
These ratings are designed to give consumers an independent view of how suppliers are performing, helping people make more informed choices about who powers their homes.
Recognition beyond Citizens Advice
We’re proud that our approach is recognised by other independent organisations too. Ecotricity has been named a Which? Eco Provider for energy for the past five years, an accreditation awarded to suppliers meeting strict sustainability standards.
We’re also recognised as both a Good Shopping Guide Best Buy and an Ethical Consumer Best Buy, reflecting our strong performance on environmental impact, ethics and responsible business practices.
In addition, our customers have rated us 4.2 out of 5 stars on Trustpilot, based on more than 6,400 independent reviews.
Helping to end fossil fuels
Great service is part of our wider mission to change the way energy is made and used.
We reinvest our customers’ bills into building new forms of green energy, helping to accelerate the transition away from fossil fuels. We call this ‘Bills into Mills’.
That means switching to Ecotricity isn’t just about choosing a different energy supplier – it’s one of the most effective ways to support the fight against climate change.
Ready to start turning your Bills into Mills?
Switch to Ecotricity and we’ll use your bill money to build new sources of renewable energy and build a greener Britain.
Similar articles
The ethical accreditation guide
There are many badges for energy suppliers to show their ethical standing, but what are the main ones and what do they mean?
More
Our day with the Young Green Briton Challenge
Four members of the Ecotricity team recently took the hot seats as Eco Dragons at Stroud High School for the Young Green Briton Challenge. Here’s what happened.
More
Ecotricity Business joins forces with the Utilities Intermediaries Association
The UIA represents Third Party Intermediaries (TPI) - its members who are the energy brokers and consultants who play an essential role in helping businesses navigate the energy market.
More