Something not right with your EV charger installation?

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

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 wish to take your complaint further, your Customer Support Specialist can escalate your complaint to a Manager. They will review your complaint in full, and advise if there's anything else we're able to do.

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 Their service is free, independent and confidential.


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

You can find our complaint reporting here:

Hey I'm Constantine, welcome to Octopus Energy!