Keeping your account details safe
We do everything we can to keep your information secure. Unfortunately, fraudsters sometimes target members of the public by email, text, phone or social media to try to obtain personal or financial information.
Here’s how to stay safe and what to do if you’re unsure.
Online security FAQs
If you suspect a scam or phishing attempt, record as much information as possible, for example, take a screenshot of the email or note down the phone number that contacted you and get in touch with us at home@ecotricity.co.uk
If you believe you’ve been a victim of fraud or cybercrime, contact the National Fraud and Cyber Crime Reporting Centre immediately.
All legitimate communications from us will come from one of the following domains:
@ecotricity.co.uk
@email.ecotricity.co.uk
@e-mail.ecotricity.co.uk
We will never ask you to log in anywhere other than:
We will never request your passwords or ask you to confirm them.
Phishing emails often attempt to obtain sensitive information such as usernames, passwords or bank details. They may look convincing but often contain spelling or grammatical errors, unexpected attachments or offers of compensation in exchange for personal information.
What to watch out for:
Emails you weren’t expecting or that ask you to do something unusual, such as making an unscheduled payment
Messages that are not personalised or address you simply as ‘the customer’
Email addresses that claim to be from Ecotricity but do not use our official domains
Requests for passwords, PINs, bank details or other sensitive information - we will never ask for these by email
Links that do not point to an ecotricity.co.uk webpage – hover over them before clicking
Attachments you weren’t expecting
Messages that create a sense of urgency or threat, such as telling you your account will be suspended unless you act immediately
Incentives such as gift cards, discounts or refunds in exchange for quick action.
If you’re ever unsure, please reach out - we’re here to help.
If you think you’ve received a suspicious text:
Take a screenshot
Email it to home@ecotricity.co.uk so we can investigate
Then delete the message
Do not reply, click links, or call any numbers included in the text. You should also block the sender.
Scam callers can be difficult to identify because fraudsters often mask their number or claim to represent legitimate companies.
If someone calls claiming to be from Ecotricity:
Ask them where they are calling from
Remember: we will never ask for one-time passcodes, passwords, PINs or your bank details over the phone
If you feel pressured, uncomfortable, or uncertain, hang up immediately
Make a note of the number if possible and then contact us using the official numbers on our website.
Scammers can keep the phone line open for several minutes after you hang up. If you want to call us to check the call was genuine:
Use a different phone if possible, or
Call someone you know first to ensure the line is clear, or
Wait 10–15 minutes before calling back.
Fraudsters sometimes create fake profiles that appear to represent legitimate companies.
On our official social media channels:
Always look for verification marks where applicable
If something feels off or a profile seems suspicious, do not respond
Contact us directly through our official channels if in any doubt.
Here are our official social media channels:
Your paper statements contain personal information that could be used to access online accounts or compromise your identity.
Always shred statements before recycling or disposing of them.
If you need to post copies of your statements, use recorded delivery and send only to trusted addresses.