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/Support/Make a complaint

Make a complaint

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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 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, 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 two bodies you can go to for independent help: Citizens Advice Consumer Service provides independent advice and you’re able to contact them if were not able to resolve your complaint by the end of the next working day, they can be reached on 0808 223 1133 or at at any stage of the complaints process.

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.

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