Did you get notified you were leaving your energy company but don’t remember signing up with another supplier? 

You’ll know this has happened if you get a ‘We’re sorry to see you go’ email, even though you didn’t apply to switch away from us.  

This happens sometimes – we call it an ‘Erroneous Transfer’ in the industry. They’re generally an accident and tend to happen if the wrong address is selected on sign up, so we end up taking over the wrong supply, or if there’s a data error in the shared industry database. 

The most important thing to know is that 

We’ll sort it all out with the other supplier so that you stay with the supplier you want like nothing happened. 

It can feel a little bit frustrating when an erroneous transfer happens, but don’t worry – we’ll put it right. If we think there’s been a mistake during your switch, here’s what we’ll do:

If you spot that you’ve been signed up to another supplier or you’re still getting billed from an old one

, let us know as soon as possible. Our team deals with this kind of stuff all the time so you’re in safe hands: we’ll get it sorted without any stress on your side.

What is an Erroneous Transfer (ET)?

If you have questions about the security of our products and services, you can always 

, and our friendly customer service teams will be happy to help.

Not sure if it's really us? Take a look at our 

advice on spotting genuine emails, and what to do if you receive a fake one.

If you have a security-related question or concern with your energy account, please 

Reporting a security issue with our services

If you think you have found a vulnerability or security issue with our services that we should know about, please report this to our Vulnerability Disclosure Program via 

, or by reaching out to our security engineers using 

We'll aim to respond to your initial report within 2 business days and will keep you up to date with any new information relevant to the report issue, should there be no changes we'll contact you at least every 2 weeks.

Security at Octopus Energy

 and we'll provide you with a fixed price quote. You can speak to our team about any questions you have, and if you choose to accept your quote, we'll take a £200 fully refundable advance payment and book in your home survey.

During the home survey, our experts will check the heat loss of your home and discuss where your heat pump will go. We'll use this time to finalise your heating design and double check that a heat pump is suited for your home.

We'll then send you an assessment of the home survey in a final sales agreement. Our team will be available to answer any questions you may have. If you accept the agreement, our install coordinators will be in touch to arrange and manage your install. We'll then take your final payment after installation

After installation, our dedicated aftercare team will be available by phone or email, 7 days a week, to help with any queries you have. Once your heat pump is installed and you have a working smart meter, you can 

Your heat pump comes with a 5 year warranty, and 2 year warranty for the other products we install (like your hot water cylinder and radiators).

What's the process to get a heat pump with Octopus Energy?

The Energy Company Obligation (ECO) is a government scheme to help eligible households save money on their energy bills.

Octopus works with the ECO scheme to help fund energy-saving home improvements, like cavity wall insulation, loft insulation, ​​replacing broken boilers or heaters.

You may be eligible if you own or privately rent your home, or live in social housing. When you apply, we'll ask for some details about your property and the benefits you're getting. We have more information about eligibility criteria and the application process at our 

The Energy Company Obligation (ECO) scheme

If something goes wrong, we’ll do everything we can to make it right. If you’d like to raise a complaint with us, or you’d like an update on an ongoing complaint, you can find more information about our 

Our complaints process

If you suspect you’ve had a scam email, or received a fraudulent call, please note as much info as you can - including a screenshot of the email, or what the number dialling you was - and get in touch via 

If you think you’ve been a victim of fraud or cybercrime, please contact the 

National Fraud and Cyber Crime Reporting Centre

 or fraudulent calls will try to get personal information such as usernames, passwords, and bank details. Providing these details may lead to you being a victim of identity theft.

They try their best to look and sound genuine, but they are usually full of grammatical and spelling mistakes, or offer some type of payment or compensation from  providing personal details.

What should I do if I think I've received a scam or phishing email?

Dealing with the affairs of a loved one who has passed away can be a really difficult time.

There's no cost to you: we pay for the service. Settld work on your behalf to notify all of the different companies that need to know, so you can focus on more important things during this time.

 to notify us and we'll take care of the rest.

If you don't want to use this service, that's no problem.

If you need to let us know that one of our customers has passed away, just 

 with the following information, and we'll help:

If there was no will and you're not sure who the administrator is, don't worry - just give us whatever information you have at the time.

Other

What can we help you with?

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