Ecotricity logotype
/Support/Make a complaint

Make a complaint

Already a customer? Log in or create an online account

If something goes wrong

1. Let us know

If something isn’t right, please give us a chance to correct things for you. Give us a call or send us an email to home@ecotricity.co.uk and we’ll do everything we can to fix things as quickly as possible.

Give us a call on 01453 756 111. We’re here Monday to Friday 08:30 - 18:00

If we find that we’ve made a mistake, we’ll hold our hands up, say sorry, take action to put things right, and give you a full explanation. Where appropriate, we’ll compensate you as a matter of course, and offer interest-free payment plans for any debt left outstanding too.

2. Customer Champion Team

If the issue hasn’t been resolved or you’re not happy with the solution and wish to raise a formal complaint, give us a call on 01453 756111 or email complaints@ecotricity.co.uk, or write to us (FAO Complaints, FREEPOST ECOTRICITY) and we’ll assign one of our expert investigators to work with you to reach a resolution. A formal complaint can be made at any stage of contacting us.

3. Internal Review

If you’re not happy with progress or resolution at any point then ask to have your complaint escalated to one of our case managers for review.

4. Final Review

If you remain unhappy with the resolution we have offered then ask for your case to be escalated for a final review and if we feel we have done all we can we will issue you with the appropriate sign posting letter that will allow you to take your case to the energy Ombudsman.

5. Independent Help

It’s rare for problems to get to this stage, but if we’re not able to sort things out to your satisfaction within our internal process, then there are a number of different bodies you can go to for independent help depending on where you live:

England and Wales

Citizens Advice is the official source of free and independent energy advice and support in England and Wales. Citizens Advice Consumer Service is a government-funded telephone and online service offering information and advice on consumer issues. Go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133.

Scotland

Advice Direct Scotland is the official source of free and independent energy advice and support in Scotland. Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660.

Northern Ireland

Consumer Council is the official source of free and independent energy advice and support in Norther Ireland. Go to consumercouncil.org.uk the Consumer Council on 0800 121 6022.

The Energy Supply Ombudsman is an independent body that adjudicates between customers and energy companies if your complaint is unresolved after eight weeks, or if you’ve been unable to reach a resolution with us and have been issued with the relevant signposting letter.

You can find contact details for independent help on our website.

Related FAQs

Important Documents

Get the book!

Manifesto out now

Shop

Zerocarbonista.com

Our founder Dale Vince shares his thoughts on the green revolution

Explore the site

Don’t just take our word for it…

Ecotricity is recommended by
  • Our story
  • Our mission
  • Our manifesto
  • 25 years of Ecotricity
  • Ecotricity innovation
  • Walking the talk
  • Our partners
  • Our news
Ecotricity logotype
Jobs

Climate Clock

The Climate Clock is a version of the Doomsday clock that has been running since 1947 - this tracks the risk of global man-made disaster, through man made technology (like nuclear weapons) - displaying the minutes and seconds left before midnight, when disaster strikes. The climate crisis is a small part of the calculations made.
The climate clock uses a similar approach, but, focuses only on the climate crisis - which is the biggest and most urgent existential threat we face.
"The Climate Clock is a countdown to the biggest man-made disaster we face - but also a measure by which we can track our progress - moving from fossil to renewable energy. It shows we have no time to lose - the clock is ticking…" Dale Vince, OBE.
Ecotricity is a sponsor of the Glasgow Climate Clock that will run every night until COP26.