Ecotricity

This is the second time we've included Ecotricity in our energy companies survey. While it did well in our assessment, it didn't score highly enough to be named a Which? Recommended Provider 

Ecotricty has been an Which? Eco Provider since we launched our Eco Provider assessment in the energy market, and is one of three firms named Which? Eco Providers for energy in October 2024.

Ecotricity was set up in 1995 and claims to be the world's first green energy company, introducing green energy to the market. 

It's a not-for-dividend company, which means it invests customers' 'bills into mills', building solar parks and wind turbines. It's currently building a green gas mill to make gas from grass.

Compare energy prices using our free tool to see if you could spend less.

Ecotricity score

We combine the results of our customer survey with an in-depth assessment of companies' behind-the-scenes practices and policies to give you an overall view. 

Take a look at our table below to see our score breakdown for Ecotricity:

Here's how Ecotricity's customer and policy assessments break down:

To find out how Ecotricity compares with other energy firms, see our full results of the best energy suppliers.

Ecotricity customer review

Ecotricity's customer score is just above average, based on responses from customers in our latest annual Which? survey of 11,984 members of the general public.

It received a good four-star rating in two areas: The accuracy of payments and the usefulness of its communications about energy costs. Ecotricity received three-star ratings in all other areas. 

One satisfied Ecotricity customer said: 'they are extremely ethical. Their communications are clear, prompt and easy to understand. When I need to contact them, a person responds.' Another told us: 'It provides good customer service and fair energy prices.'

Which? verdict on Ecotricity

• Pros Good customer ratings for usefulness of communications and accuracy of payments
• Cons One of the least successful firms in meeting switching targets

Our Ecotricity supplier assessment

In September-November 2024, we looked at five aspects of suppliers' business practices and procedures: 

• Contacting your supplier – including how and when you can get in touch, and the quality of self-service help online
• How well they deal with complaints – how many complaints suppliers get and how quickly they resolve them
• Supporting customers who need it – including web accessibility, those in vulnerable situations, in financial difficulty, who use prepayment meters, and those who need materials in languages besides English 
• Switching – how easy it is for customers to switch
• Smart meter targets performance in 2023 –the most recent figures available.

We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.

Ecotricity had a just above-average score in this assessment. 

It achieved high marks for its support of customers who need help. This includes making services available in various languages (it works with an external provider to offer customer service in 185 languages besides English), its website meeting accessibility guidelines, and its provisions for prepayment customers. It also scored well for providing a variety of methods of contact and self-service support to customers. 

On the downside, it got a low score for its switching performance. 

Ecotricity customer service

Customers are reasonably happy with Ecotricity's customer service. It was one of five firms out of 16 to score three stars. However, seven other firms achieved four or five stars in this area. 

When we looked behind the scenes at its customer service setup, Ecotricity's score was among the highest. It has a full live chat service in development but it had not launched at the time of our assessment. On the plus side, the range of ways to get in touch are monitored until 7pm on weekdays and on Saturday mornings. Its self-help information online covers key customer questions.

Ecotricity customer support fund

Customers who are in debt or struggling to pay may be offered help when they contact Ecotricity. This can take the form of goodwill credits or the writing-off of debt, if they meet the criteria.

Ecotricity common complaints

In our survey, 9% of Ecotricity's customers said that they had made a formal complaint in the past 12 months. 

Complaints were most commonly about the supplier refusing to return excess credit. Almost half (40%) of people who made a formal complaint told us it was about this.

Unexpected price increases (30%) and switching (30%) were the next most common complaints.

Does Ecotricity support prepayment meters?

Yes. Here's what you need to know:

• If you have a traditional key or card prepayment meter, you'll need to go to a Post Office, PayPoint or PayZone outlet to top up.
• If you have a smart prepay meter, you can top up using its automated phone line, in your online account, Ecotricity's app or by text message.
• Emergency credit is available of up to £10 per fuel.
• There are friendly credit hours (when your supply won't go off if you run out of credit) between 5pm and 10am Monday to Friday, all day Saturday and Sunday and bank holidays. You'll pay back what you've used when you next top up.

Friendly credit and emergency credit options are the same, whether you have a smart meter or traditional meter. 

Find out whether prepayment energy is right for you.

How sustainable is Ecotricity?

Sustainability credentials are important when choosing an energy supplier for two thirds of those responsible for choosing their provider. That’s according to our online survey of 3,000 UK adults in August 2024. 

So we factor in a range of sustainability criteria in our annual Eco Provider assessment. 

Ecotricity is one of three firms named Which? Eco Providers for energy in 2024. Here's how it fared:

• Proportion of renewable electricity sold to customers: 100%. 
• Generates renewable electricity. Since 1995, it has built 24 wind parks with 74 turbines, and three solar parks.
• Uses its profits to invest in building new renewable energy. It calls this 'bills into mills'.
• Sells green gas comprising 1% of the gas it sells to domestic customers. It gets this from biomethane anaerobic digestion plants.
• Offers time-of-use tariffs for EV drivers. 
• Installs solar pv and battery storage.

Find out more about the differences between green energy companies, and find out how we assessed energy suppliers for sustainability. 

Based on information supplied by companies in August 2024 and their most recent published fuel mixes, where available. 

Making your home more energy efficient will save money on your bills in the long term and lower your carbon footprint. Get started with our guides to home energy efficiency.