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Ecotricity tops the Citizens Advice Customer Service table

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By Imogen Ford
24 Jun 2024

The results are in for the last quarter, and we’re thrilled to announce that we’ve been named number one in the Citizens Advice star rating for energy suppliers! 

citizens advice

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 scores are calculated by data-driven, unbiased reflection of customer service in the energy industry. They measure: 

  • 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.  

Here are some of our highlights, just to name a few: 

  • 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. 

Earlier this year, Ecotricity was one of just three suppliers to achieve the coveted Which? Recommended Provider status, earning the highest customer scores. There’s a clear pattern emerging here - we’re committed to excellence” - Dale Vince, founder of Ecotricity. 

Ready to start turning your bills into mills?!

Switch to Ecotricity and we’ll use your bill money to build new sources of renewable energy and build a greener Britain.

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