Something not right?

We're sorry to hear that and we're really keen to sort it out. Thank you for taking the time to talk to us, we always want to ensure that we are aware of issues. That way we can correct them, not just for you but for others too. We'll always do our best not to make the same mistake again.

We'll do all we can to resolve your complaint quickly:

• We'll work to understand what went wrong and why it happened
• We'll fix it
• We'll explain the issue to you, what we have done, and what happens next
• We'll ask if there is any particular resolution you would prefer, and take that into account

Our aim is to reach a mutually acceptable solution and we want you to have this as quickly as you can. We'll keep you updated along the way and let you know what we are doing to fix your issue.

Step One: Get in touch

Please call the Octopus Energy team on 0808 164 1088. Our office hours are 9am to 5pm Monday to Thursday and 9am to 4pm on Friday (the phone lines are closed on bank holidays).

You can email us anytime at issueresolution@octopus.energy, or if you prefer, you can write to us: Octopus Energy Ltd, UK House, 5th floor, 164-182 Oxford Street, London, W1D 1NN.

If you contact us on the phone, we'll want to make sure we understand the issue, so it would be helpful if you could provide some background information. We'll then work our hardest to resolve the issue right there and then on the phone.

No matter how you get in touch with us, we ask that you provide us with:

• Your contact details or account number - we may have to contact you in order to get more information in order to resolve your issue.
• Background information on the issue.
• The impact the issue is having on you.
• Your preferred resolution.

Using this information, we will raise a complaint on your account and if we can fix this immediately we will. If we cannot resolve it right away, then we will give you a time frame in which we will work to get your issue fixed.

All of our Energy Specialists go through extensive training so that can take full ownership of your complaint. They are trained in all areas, from Metering to Billing, allowing them to correct any issues you might face. Our Energy Specialists are also empowered to make management level decisions in order to provide you with the best possible resolution. We run refresher training to keep up with ever-changing technology and provide one to one support so that they can address your most complex concerns.

Our specialist can resolve issues on all areas of your account such as: providing refunds, producing new bills and re-billing accounts, evaluating meter issues, offering appointments, changing email preferences, back billing, offering goodwill and solutions outside of the norm, so they can exceed your expectations. The specialist who raises your complaint will be responsible for your journey with us from beginning to end, which means that they will be better placed to provide a resolution based on your individual issue and needs.

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.

Step Two: If you are not happy with the resolutions offered

If you wish to take your complaint further, our Energy Specialist can pass the information on to a dedicated complaints & customer happiness specialist. They will review your complaint in full, and advise if there's anything else we're able to do.

Step Three: If you need to make a formal complaint

Hopefully we'll be able to solve your issue before this! However, if we're not able to reach an agreeable solution, or your complaint is open for longer than 8 weeks, we'll share the contact details of the Energy Ombudsman.

If before 8 weeks it becomes apparent we're not able to agree a resolution for your complaint, we may reach a position of 'deadlock'. In this case, we'll write to you explaining everything from our view, and make a final offer of resolution. If you decline this offer, we'll issue a formal deadlock letter which you can take to the Ombudsman for independent investigation.

You can get in touch with the Energy Ombudsman by phone on 0330 440 1624, by email enquiry@ombudsman-services.org or through their website or you can write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF.

It is a free and independent service and they will undertake a full review of your concerns and of the actions that Octopus Energy took in order to try to get to a resolution. If the Ombudsman finds that Octopus Energy have not acted correctly, then they will tell us what we are required to do in order to put things right.

This can include an explanation and/or an apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.

Further information

You are free at any point after you have raised your complaint to contact Chief Executive, greg@octopus.energy, and Greg himself, or one of our managers will do everything in their power to resolve your issue. Please let him know your account number, contact details (including address) and the background to the problem.

Independent Advice

If you need independent advice at any time you can contact Citizens Advice by phone on 0808 223 1133 for England and 0808 223 1144 for a Welsh language service.

You can visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.

OR

If you live in Scotland you can contact Advice Direct Scotland; their website is https://energyadvice.scot/ or contact them by phone on 0808 196 8660.

You can find our complaint reporting here: https://octopus.energy/policies/quarterly-performance-reporting/