Something not right with your EV charger installation?
FYI: If you're looking for troubleshooting or support with your EV charger installation, head to our FAQs for support or get in touch.
How to raise a complaint
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’re aware of any issues. That way we can find a fix, learn, and do our best to ensure it doesn’t happen again, for the benefit of both you and other customers.
We'll do all we can to resolve your complaint quickly:
We’ll work with you to understand what went wrong and why it happened
We’ll fix it
We’ll explain what we have done, and what happens next
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
The quickest way to talk to the right team and get your questions and issues resolved is via this form.
You can also call 0808 196 6842 or email charging@octoes.com.
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 as quickly as possible. We ask that you provide us with:
Your contact details - 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 it immediately we will. If we cannot resolve it right away, then we will investigate and get back to you with a summary of actions within 10 working days of the complaint being raised.
We’ll always do our best to fix your issue remotely, but if an engineer needs to follow up on your complaint with an inspection, we will arrange this.
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 are not satisfied with our final position, you have the right to refer your complaint to
Which? Trusted Traders for independent review. Which? Trusted Traders offers an
independent dispute resolution service and their decision is impartial. You should refer
your complaint to them within 12 months of the date of our final position letter.
You can contact Which? Trusted Traders using the details below:
Phone Number: 029 2267 0040
Email: trustedtraders@which.co.uk
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/
An EV charged on Intelligent Octopus Go could save you £100s on your fuel costs vs a petrol car.
Use our EV savings calculator to compare today's fuel costs at your local petrol station to current home charging costs on Intelligent Octopus Go and get an estimate for how much you'd save. Octopus Charge is designed to work with Intelligent Octopus Go and many other chargers and EVs are compatible, too. Check if you're eligible for Intelligent Octopus Go here.
Save up to 85% vs public charging when you power up at home with Intelligent Octopus Go.
A slow or fast charge (<50 kWh) with one of the UK’s public charging points costs an EV driver 54p/kWh on average (last checked June 2026). With Intelligent Octopus Go, you smart charge from only 7.6p/kWh and could save 85%.
1 - 7.6/54 = 0.85 or 85%
Charge for up to 70% less than average price cap rates.
With Intelligent Octopus Go, you can smart charge eligible cars from only 7.6p/kWh. The average electricity unit rate of a standard variable tariff, based on the October 2026 Ofgem energy price cap for customers paying by direct debit, is 26.32p/kWh. This represents a saving of 71% compared to the average price cap unit rate (1- 7.6/26.32 = 0.71 or 71%).
Please note that savings apply to unit rates only and exclude standing charges. Standard variable rates vary by region, so your actual percentage saving may vary depending on where you live. Check the price cap for your region here.
The UK's most popular EV tariff
In their latest State of the market report, Ofgem shared that 653k domestic customers were on a Smart Time of Use EV tariff in July 2025. More than half were with Octopus, and the majority of them charged with Intelligent Octopus Go.
Last year, our customers typically saved £771 compared to our standard tariff
Over the last year (May 2025 to April 2026), customers on our fixed Intelligent Octopus Go tariff typically saved £771 compared to our standard variable tariff, Flexible Octopus. Calculations are based on comparing actual half-hourly consumption and costs on Intelligent Octopus Go against the costs the customer would have incurred for that same consumption on our Flexible Octopus tariff.
Savings for individual homes vary based on how much electricity you use for your house and EV, and how much you shift towards off-peak hours. Get a quote to compare your rates.
Trusted and recommended by thousands of happy customers
Based on feedback from 4,427 customers who had an EV charger installed between 25th January and 24th March 2026, 81% gave a 9 or 10 rating when asked how likely they were to recommend us to friends or family (on a scale of 1–10).