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/The legal stuff/Independent help

The legal stuff

The legal stuff

Independent help

If you've been in touch with a problem or complaint, and we've been unable to resolve it to your satisfaction, there are two independent bodies you can go to for further assistance. We've put the details and links to them below.

But if you've not yet spoken to our Customer Champion Team, you really should. We're confident that they can fix any problem you might have.

Independent advice

For free, independent advice about your energy supply, check out Citizens Advice website, for customers living in Scotland, Advice Direct Scotland and customers living in Northern Ireland need to go to Consumer Council.

You can get help with energy problems including:

  • Issues with your bills or meters

  • Asking for help if you’re struggling to pay for the energy you use

  • Getting the best deal

  • How to make a complaint

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. Citizens Advice Consumer Service will also deal with enquiries formerly dealt with by Energy Watch.

Go to or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.


Advice Direct Scotland is the official source of free and independent energy advice and support in Scotland.

Go to or contact Advice Direct Scotland on 0808 196 8660. Calls are free.

Northern Ireland

Consumer Council is the official source of free and independent energy advice and support in Norther Ireland.

Go to the Consumer Council on 0800 121 6022. Calls are free.

Independent adjudication

Ecotricity is a member of the Ombudsman Services: Energy, which provides independent adjudication to resolve issues between customers and their energy suppliers.The Ombudsman can be contacted via their website, by calling 0330 440 1624 or by writing to:

Ombudsman Services: Energy
3300 Daresbury Park

This service is free, independent and the decision is binding for the supplier but not the customer.

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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.