We’re ranked No.1 for customer service by Citizens Advice – again!
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We’re delighted to announce that we’ve been ranked as the top energy supplier for customer service for July - September 2025 by Citizens Advice.
Citizens Advice is one of the most trusted, independent consumer organisations. They compare customer service performance from large energy companies four times a year, creating a star rating to help people cut through the marketing claims.
Why did we come out on top?
We’re proud to offer green, ethical energy without compromising on quality or support.
Our friendly customer service team is based in Stroud, Gloucestershire and our telephone lines are open at times to suit our customers, seven days a week: Monday to Friday 9am - 7pm, Saturday and Sunday 9am - 5pm. Citizens Advice award their scores based on performance. Highlights from our chart-topping result include:
Average call waiting time of 54 seconds
92.5% of emails responded to within two days
Full marks for performance on our Switch Guarantee and Vulnerability Commitments.
Our founder, Dale Vince, says: “We’ve always believed that doing the right thing delivers the best results – for our customers and the planet. This ranking proves it. Green energy and great service can go hand in hand.”
How do Citizens Advice work out their scores?
Citizens Advice use a tried and tested method for creating their Star Ratings, with different categories contributing different amounts to the overall score. They take a look at the number of complaints and average call centre waiting times alongside other types of response times and customer commitments such as the Energy Switch Guarantee.
It’s not just Citizens Advice
Ecotricity has been a Which? Eco Provider for energy for the past five years. This independent rating from the UK’s consumer champion is based on strict sustainability criteria, from generating renewable power to selling green gas.
We also hold a customer satisfaction score on Trustpilot of 4.2 stars out of 5, from over 6,300 independent reviews.
Help us end fossil fuels
Our fantastic customer service is part of our ethical approach to energy. Instead of paying dividends, we invest your bills in building new forms of green energy. This makes joining Ecotricity one of the biggest things you can do to help fight climate change.
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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