Ecotricity tops the Citizens Advice Customer Service table

This isn’t something to be taken lightly – it’s a mark of our outstanding customer service and our dedication to making things easier for our customers. 

• The number of complaints received 

• Response times for emails and app queries 

• How long it takes to speak to someone on the phone 

• How many requests for additional support they (Citizens Advice) receive from our customers 

Over the past year, we’ve made some big changes to the way we do things so it’s great to see them paying off.  

• We’ve extended our opening hours, so you can get through to our Customer Support team between 9am and 7pm Monday to Friday, and 9am and 5pm on weekends and some bank holidays. 

• We've upskilled and trained more of our people to better support our customers  

• We’ve updated our billing system to make it easier for you to manage your energy bills.  

But we’re not done yet. We’re working on some exciting new developments which will help our customers even more – here’s a sneak peek of what’s coming: 

• We’re updating our phone lines with a new voice and clearer direction to simplify the journey for you. 

• We’re still working on getting our Smart Export Tariff (SET) ready so customers with solar panels can be paid generously for excess energy they export to the grid.  

• We've been working behind the scenes on developing and launching a new online account. This will be launched later this year, making it easier for you to contact us and manage your account, without having to call us. 

“The Greenest outcome, the best service and a fair price are our three principles, so it’s great that Citizens Advice has ranked Ecotricity number one for customer service at a time when people need it most. It’s a testament to the work we put into looking after our customers, especially during this cost-of-living crisis.