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
Step 1: Let us know
If something isn’t right, the first thing to do is tell us. We’ll do all we can to fix things as quickly as possible – and we’ll put one of our experts on the case who’ll keep in touch with you until everything’s back the way it should be.
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.
Step 2: Complaint review
If you’re not happy with the outcome of that first contact, or if you feel there’s something we haven’t dealt with properly, we’ll get our experts on the case.
Our experts will look at every query and every issue from a customer perspective: they are impartial, they review each issue objectively on a case-by-case basis, and their mission is to resolve any problem in a fair and objective way.
Step 3: Independent help
It’s rare for problems to get to this stage, but if your issue hasn’t been resolved in eight weeks, or if you’re not happy with the resolution that we’ve presented following a review of the complaint, we’ll let you know how you can get independent help from Ombudsman Services: Energy.
There are a number of other organisations that can offer you independent help – you can find their contact details here.
If you've been in touch with a problem or complaint, and you’ve followed the complaint process through to final review then we will have issued you with the appropriate signposting letters to external bodies who can help.
If you not raised a formal complaint and been through our review process, please give us a call or email us at complaints@ecotricity.co.uk. We’re here Monday to Thursday 08:30 - 18:00 and Friday 8.30 – 16.00
We're confident that we can fix any problem you might have.
Independent advice
Citizens Advice is a government-funded telephone and online service offering information and advice on consumer issues.
They deal with enquiries formerly dealt with by Energy Watch and can be contacted directly on 0345 404 0506 or citizensadvice.org.uk/energy/
This is a free and independent service that can be used at any stage in the complaints process. Residents of Northern Ireland need to contact the Consumer Council on 0800 121 6022 or consumercouncil.org.uk
Independent adjudication
Ecotricity is a member of the Ombudsman Services: Energy, which provides independent adjudication to resolve ongoing disputes between customers and their energy suppliers.
The Ombudsman can be contacted through their website, ombudsman-services.org/ or by calling 0330 440 1624 or writing to:
Ombudsman Services: Energy
3300 Daresbury Park
Daresbury
Warrington
WA4 4HA
This service is free, independent and the decision is binding for the supplier but not the customer.
Important Documents
Terms and conditions
You can access our full terms and conditions here. They include:
❯ Our Ethical Price Promise
❯ Price Information
❯ Dual Fuel Discount
❯ Getting Started
❯ Deposits
❯ Your Supply
❯ Your Meter
❯ Your bill
❯ Paying your bills
❯ Struggling to Pay
❯ Pay As You Go
❯ Disconnection
❯ Complaints
❯ Moving home
❯ Cancellation
❯ Your information
❯ Legal Stuff
If something doesn’t make sense, just get in touch with Consumer Services on 0808 223 1133.
There’s also a glossary at the end, providing definitions of some of the most important terms we use throughout.
Every year we publish a Complaints Report, where we look at the number of complaints we received across the year (from October to September), why we received them, and what we can do to improve our performance.
You can read our full reports here.
We have a duty of care to all of our customers to ensure their needs are met, and that information about our services are accessible and understandable.
The Codes of Practice below provide a description of the service you can expect from us, and practical advice if you have any difficulties.
Our codes are also available in both large print and audio cassette upon request.
We always provide the best service we can, and as part of this it’s important that you know your rights as a consumer. Read more about your rights here.
If you’d like to speak to someone, you can also call Consumer Service on 0808 223 1133
For Welsh speaking Consumer Service call 0808 223 1144
For free, independent advice about your energy supply, check out the Citizens Advice website.
Alternatively, you can download our 'Know your rights’ documents below.
As part of our Supply Licence, we're legally obliged to meet guaranteed standards relating to billing, metering and customer enquiries.
All of our staff are carefully selected and receive extensive training to make sure you receive the highest level of customer service.
You can read more about our standards of service here or you can download our guaranteed standards documents below.