Complain to Octopus Energy
UK renewable energy supplier known for green tariffs and tech-focused approach
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Common Octopus Energy Complaints
Incorrect or Estimated Bills
Bills based on wrong meter readings or estimates that don't match actual usage
Smart Meter Issues
Meter not sending readings, incorrect data, or installation problems
Tariff or Price Changes
Unexpected price increases or wrong tariff applied to account
Direct Debit Problems
Incorrect amounts taken, difficulty changing payment amount, or credit balance issues
Switching Problems
Delays switching to/from Octopus, final bill disputes, or account closure issues
Poor Customer Service
Unresolved queries, long wait times, or unhelpful responses
Laws That Protect You
Consumer Rights Act 2015
Energy services must be performed with reasonable care and skill. You're entitled to a remedy if service falls below acceptable standards.
Ofgem Standards of Conduct
Suppliers must treat customers fairly, provide accurate bills, and handle complaints properly. Breaches can be reported to Ofgem.
Energy Ombudsman Scheme
Free dispute resolution after 8 weeks of unresolved complaints. Can award up to £10,000 in compensation.
Ofgem Guaranteed Standards
Automatic compensation for missed appointments, delayed supply restoration, and billing errors. £30-£150 per breach.
Back-Billing Rules
Energy suppliers cannot charge for unbilled energy more than 12 months old if they're at fault for the delay.
Tips for Octopus Energy Complaints
- Submit meter readings regularly via the Octopus app or website to ensure accurate billing
- If your smart meter isn't working, request a manual meter reading and log the fault
- Octopus must respond to complaints within 8 weeks - mark this deadline
- After 8 weeks without resolution, escalate free to the Energy Ombudsman (ombudsman-services.org)
- Keep screenshots of app errors, incorrect readings, and all email correspondence
- Check if you're on the best tariff - Octopus has several including Agile and Tracker
- Request a 'deadlock letter' if Octopus can't resolve your complaint - this lets you go to the Ombudsman early
- For billing errors over 12 months old, cite Ofgem's back-billing rules
Contact Emails
hello@octopus.energy
Customer Service
complaints@octopus.energy
Complaints
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Create My Octopus Energy ComplaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Octopus Energy or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.