Ecotricity was the first company to offer ‘green electricity’ made from renewable sources. In 2010 it started offering ‘green gas’, which is biogas it generates from grass. It offsets the carbon emissions from the rest of its gas supply making it carbon neutral.
A few years later, in 2013, it launched a 100% green electricity tariff for all its customers.
It now claims to offer ‘vegan energy’, which it explains means that no animals or animal by-products are involved in the production of its electricity and gas.
Ecotricity is a not-for-dividend company and uses its profits to fund the building of new green-energy projects, its opposition to fracking and its network of electric vehicle (EV) charging points.
Ecotricity customer score
Ecotricity came in 14th place out of 25 energy companies rated by 7,460 members of the public in the annual Which? customer survey.
It beat all of the traditional big energy companies but has moved down the ranks from joint-seventh place last year and is now in the bottom half of the table.
Ecotricity score breakdown
Below we show the breakdown of Ecotricity's score from our latest survey. Scroll down to read our expert verdict and find out more about Ecotricity's bills and what its customers think of its service. You can also find out what fuel mix Ecotricity uses in comparison with the UK average.
Which? verdict on Ecotricity
Ecotricity offers one tariff for gas and electricity for direct debit customers, one for pay-as-you-go and one for EV owners. Its electricity is 100% renewable – it generates the equivalent in renewable energy that its customers take out of the national grid – and its gas is carbon neutral.
Ecotricity invests in windmills and solar panels, and has planning permission to build its first ‘green gas mill’ in Hampshire to generate gas by fermenting grass.
If you have an electric vehicle, you could be eligible for a discount on your electricity bill. Ecotricity has also built electric vehicle charging stations around the country as part of its Electric Highway, which let you charge at half the price of the normal rate if you're a Ecotricity energy customer. See our round-up of the .
Ecotricity's biggest selling point is its green energy, and customers noted this when justifying its tariff prices. One customer explained 'they are not the cheapest supplier overall, but they have a fair price for 100% truly renewable energy that they generate themselves'. That's perhaps why value for money was rated a poor two stars out of five.
Ecotricity’s best rating was for its bill accuracy, which was rated four stars out of five by its customers. In fact, two fifths of respondents said this was 'excellent', compared with a third on average across all companies included in the survey. It only received three stars for bill clarity though.
Its customers also gave it an overall three-star rating for customer service.
In our latest snapshot investigation into energy companies' call waiting times, Ecotricity kept callers on hold for an average of 14 minutes 6 seconds, which was significantly slower than the median call waiting average time of 5 minutes 57 seconds.
But there were several others that had longer waiting times, including British Gas (23 minutes 32 seconds) and Boost (40 minutes 58 seconds).
Ecotricity was the slowest company of the 12 we contacted by email or online form to give a human response, taking 4 days 21 hours on average.
Ecotricity received a slightly above-average level of complaints among the companies included in our research in the first half of 2020 and resolved only 21% of them within two working days. The best companies managed to resolve 90% or more in that time.
In our survey, it was among the companies with the highest levels of customers who said they had experienced problems with their energy provider in the previous 12 months, at 37%.
Unfortunately, we didn't receive enough responses to rate Ecotricity’s complaints handling.
Pros: It provides 100% renewable electricity and carbon-neutral green gas, plus it’s innovating on renewable energy generation and electric cars
Cons: Expensive compared with other suppliers
Ecotricity electricity sources
Ecotricity in the news
Ecotricity in 2020
November: Ecotricity founder Dale Vince's first book was published. In Manifesto he talks about his life and his passion for sustainability. The company ordered four new fully electric cars from Peugeot to add to its fleet, reinforcing its green credentials.
September: The Sunday Times PwC Top Track 250 league table placed Ecotricity as one of the 250 leading mid-market private companies in the UK. It was ranked 111th.
April: Ecotricity's Electric Highway EV charging network was found to be the worst charging network in the UK by a survey of EV owners carried out by Auto Express and came bottom in all four categories: charging cost, charging speed, ease of use and reliability.
February: Despite an increase in turnover, Ecotricity failed to turn a profit in the 2018-19 tax year.
Ecotricity in 2019
September: Ecotricity increased the cost of charging on its Electric Highway EV network by 30%. Prices rose from 30p/kWh to 39p/kWh.
May: After declaring a climate emergency, Ecotricity announced its commitment to become a carbon-neutral business by 2025.