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Other energy companies reviews

Ecotricity

By Sarah Ingrams

Article 8 of 29

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Ecotricity

Ecotricity is a small, environmentally focused energy company. It claims to be Britain’s greenest energy company, selling 100% renewable electricity, and ‘vegan’ energy. 

Ecotricity was the first company to offer ‘green electricity’ made from renewable sources. It started offering ‘green gas’ in 2010, which is biogas it generates from grass. 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 network of electricity vehicle charging points.

Find out how Ecotricity's prices compare with the best deals on the market. Use Which? Switch to compare gas and electricity tariffs.

Ecotricity customer score

Ecotricity came a respectable join-eighth out of 30 energy companies rated by 7,429 members of the public in the annual Which? customer survey – the biggest of its kind. 

It beat all of the 'Big Six' energy companies and Ecotricity's 70% customer score was nine percentage points higher than the overall average for energy companies in England, Scotland and Wales.

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. 

Find out how Ecotricity compares with other energy companiessee the full results of the best and worst energy companies.

Which? verdict on Ecotricity

Ecotricity offers one tariff for gas and electricity. 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 14% renewable.

Ecotricity invests in windmills, 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 is free to use if you have an electric car. See our round-up of the best electric cars.

Ecotricity's biggest selling point is its green energy and customers rated its efforts understand and reduce energy use as four stars – only outscored by the top-ranked supplier.

But in fact Ecotricity’s best rating was for its online customer service, rated five stars by its customers. Plus its customers gave it an overall four-star rating for value for money. Though its tariff is far from the cheapest, it seems that its customers feel happier to pay a little more for a green-focused tariff. 

Our research also found that Ecotricity received among the lowest levels of complaints of any company included in our research. However, it resolved less than 60% of them within two working days. The best companies manage to resolve more than 80%.

Ecotricity’s complaints handling was rated reasonably well though.

When we went undercover to investigate energy companies’ customer waiting times, Ecotricity was one of six companies to take longer than a week, on average, to respond to our email or online form enquiries. 

It wasn't the fastest to let us get through to a human on the phone to customer services either, taking 9 minutes 7 seconds on average. The slowest firm took more than 23 minutes to answer customers' calls in our snapshot investigation; the fastest managed just 10 seconds. See the full results of our snapshot energy call waiting investigation.

Pros: It provides 100% renewable electricity and 14% green gas, plus it’s innovating on renewable energy generation and electric cars

Cons: More expensive than market leaders 

Ecotricity electricity sources

Ecotricity in the news

 

March: Ecotricity increased the price of its variable tariff by £58 a year, on average.

 

December: Ecotricity turned on a new three-windmill site at Alveston, South Gloucestershire, next to the M5 motorway. The windmills will provide enough electricity to power more than 3,000 homes for the next 30 years, with no pollution.

Fed up with high bills and slack customer service? Use Which? Switch to find the cheapest gas and electricity tariff.

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