Know Your Energy Supplier: Ecotricity

September 18th, 2020

Compare Ecotricity Energy prices and save up to £318*

Ecotricity claims to be the UK’s greenest energy supplier. They provide tariffs for e-vehicles and business and are the only vegan energy supplier.

This provider uses a wind, solar and hydro energy mix and also provides an e-car charging network. Founded in 1996 by green energy maverick Dale Vince, they’re the only energy supplier with Vegan Society approval and are regarded by their 200,000 strong customer base as the ethical choice.

So is it worth making the switch to this green energy provider? Read on to find out more about this supplier.

Who is Ecotricity?

Ecotricity became the world’s first green energy company when they started supplying green electricity in 1996. In 2010, they introduced the concept of green gas and evolved into a fully fledged energy company who create their own gas from biomass. Customers can choose to invest in the company by buying ecobonds and all profits are put into research and development of new clean energy sources.

Ecotricity Energy customer service rating

New Rating	Old Rating

4-star reviews	3-star reviews

Is Ecotricity a good company?

Ecotricity has a strong anti-fracking stance and a commitment to green transportation and the environment. Customers praise their transparent and accurate billing and ethical stance of the company although customer service is a mixed bag, with a string of negative reviews on TrustPilot. Energy prices are also higher than competitors.

Ecotricity were named one of the 1000 Companies to Inspire Britain by the London Stock Exchange in 2018 and support Forest Green Rovers, winners of the ‘Green Heart Hero’ Sustainability in Sport Award.

Ecotricity Energy fuel mix and UK average fuel mix

Ecotricity Energy
UK Average

Octopus Energy

UK Average

Ecotricity Energy historical Fuel Mix

Energy Source	2019	2018	2017	2016	2015
Coal	0%	0%	0%	0%	0%
Gas	0%	0%	0%	0%	0%
Nuclear	0%	0%	0%	0%	0%
Renewable	100%	100%	100%	100%	100%
Other	0%	0%	0%	0%	0%
CO2 Emission	0 g/kWh	0 g/kWh	0 g/kWh	0 g/kWh	0 g/kWh
Nuclear Waste	0.00000 g/kWh	0.00000 g/kWh	0.00000 g/kWh	0.00000 g/kWh	0.00000 g/kWh

What are Ecotricity energy tariffs

Ecotricity offers three main tariffs:

Green Gas and Electricity: If you’re looking for dual fuel energy and gas and electricity supply from the same green source then Ecotricity’s one simple tariff includes 100% green electricity and carbon neutral gas. There’s no contract and no exit fee
Pay As You Go: if you need more flexibility then you can top up what you need when you need it with no contract and no exit fee
Fully Charged Bundle: if you’re an e-vehicle owner, this tariff offers discounted electricity, an exclusive discount on a Rolec Wallpod EV charger and half price charging on the Electric Highway

There’s also a business tariff for businesses who want to hit their sustainability targets.

Complaint handling and customer service

Reporting period in Q/Y	Q2 2020	Q1 2019	Q4 2019	Q3 2019	Q2 2019
Total complaints received	1849	2089	1349	1269	1271
Received per 100k customer accounts	1237	1328	856	786	771
Total Complaints resolved	1658	1940	1333	1222	1248
Resolved per 100k customer accounts	1109	1233	856	757	757
Resolved within 48 hours	23.00%	33.00%	47.00%	52.00%	55.00%
Resolved within 8 weeks	99.00%	99.00%	97.00%	98.00%	99.00%

Top 5 complaint reasons in percentages

Billing – 41%

Customer service – 30%

Credit Management – 7%

Payments – 5%

Prepayment/PAYG – 10%

Metering – 10%

Customer set up – 2%

Comms/Correspondence – 0%

Transfers – 5%

Account management

The Ecotricity website is clear and well laid out and customers can log in to give a meter reading, view their latest bill or pay their bill online if they don’t have a direct debit. But the website and the app lack some key features. For example, you won’t be able to see your usage online.

Is it easy to switch?

With its commitment to green electricity Ecotricity could be the ethical provider for you. Just compare energy tariff prices then switch with us – it couldn’t be easier and EV owners could save over £215 in the first year.