Complaints

Something not right?

We know that sometimes things go wrong and we really value your feedback. Letting us know when you are not happy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers. We promise to:
  • Treat your complaint fairly.
  • Try to resolve complaints when you first contact us.
  • If we cannot resolve your complaint straight away, we will send you a response in writing.
  • Keep you informed of our progress.
  • Learn from our mistakes to make things better.

Get in touch

Please email the Octopus Energy Collective team at [email protected] explaining your issue and quoting your Octopus Energy account number (if you have one). We will handle your complaint as quickly and thoroughly as possible and we aim to respond and resolve all complaints within 3 working days of receipt. Sometimes, thoroughly investigating your concerns might take longer. In such cases, we will:
  • We will send a written acknowledgment within 5 working days upon receiving your complaint.
  • If it takes longer than 3 working days to resolve your complaint, we investigate your complaint further and provide a response within 8 weeks from receipt of your complaint.
  • Throughout the 8 week period, we will keep you updated about the status of your complaint. We aim to resolve complaints as quickly as possible, however if we have not resolved your complaint within 4 weeks, then we will provide you with an update and an estimated timeline for resolution.
After completing our assessment and making a decision, we will send you a final response that includes the full reasons for our decision. If you are unsatisfied with our final response, you can refer your complaint to the Financial Ombudsman Service at no cost.

If we have resolved your complaint to your satisfaction

We are pleased to have helped. It's not always easy but it's the most important thing we can do. Thank you for your patience and as ever, we are grateful for your custom.

The Financial Ombudsman Service

We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair. Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you can refer the matter to the Financial Ombudsman Service. However, be mindful of your timings. You only have six months from the date you receive our final response to be eligible to refer your complaint to the FOS. The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. The FOS has produced a useful information leaflet which you can access here (http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm). The full contact details for the Financial Ombudsman Service are detailed below:
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567 (free from landlines); or 0300 123 9 123 (national rate)
Email: [email protected]
Website: www.financial-ombudsman.org.uk
It is a free service and they will undertake a full review of your concerns and the actions that Octopus Energy Collective took in order to try to reach a resolution. If they find that the Octopus Energy Collective have not acted correctly, then they will tell us what we are required to do in order to put things right.