Something not right with your installation?
FYI: If you're looking for troubleshooting or support with your heat pump or solar installation, head to our heat pump help page or solar power hub for all the information you'll need to run your smart tech efficiently.
How to raise a complaint
We're sorry to hear that you're looking to raise a complaint and we're really keen to sort it out. Thanks for taking the time to talk to us, we always want to make sure that we’re aware of any issues. That way, we can find a fix, learn, and do our best to make sure it doesn’t happen again, for the benefit of you and our 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 ask if there is any particular resolution you would prefer, and take that into account
- 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 1: Get in touch
We 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 to get more information so that we can resolve your issue
- Background information on the issue
- The impact the issue is having on you
- Your preferred resolution
How to contact us
Please fill out this easy form to raise any issues. Alternatively, you can email the Octopus Energy Services team on solar@octopus.energy for complaints regarding a solar installation, or heat@octopus.energy for heat pumps. Or call 0808 196 6842, our phone lines are open 9am - 5pm, Monday to Thursday, and 9am - 4pm Friday.
If you have no electricity, hot water or heating following your installation
You can also fill out this form, or call our aftercare emergency team on 0808 196 6842. We'll aim for an engineer to visit your property within 24 hours of your complaint.
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'll aim to do this within 5 working days of your initial complaint.
You need help with an energy tariff that links to your solar, EV or heat pump
Please follow the standard complaints procedure and email hello@octopus.energy for any support.
If you need help with the solar finance product provided by DivideBuy
As we have no direct relationship with the finance product, we're unable to address any finance-related complaints once your application has been submitted, so we ask that you reach out to DivideBuy directly.
You can contact DivideBuy by email at complaints@dividebuy.co.uk or by post at:
Customer Relations DivideBuy
First Floor, Brunswick Court
Brunswick Street
Newcastle-under-Lyme
ST5 1HH
If you need help with the heat pump finance product provided by Novuna
As we have no direct relationship with the finance product, we're unable to address any finance-related complaints once your application has been submitted, so we ask that you reach out to Novuna directly.
Novuna's complaints team is available on weekdays between 9am and 5pm and can be contacted on 0344 375 5500, by email at complaintsteam@novunapersonalfinance.co.uk or by post at:
Complaints Team
Novuna Personal Finance
2 Apex View
Leeds
LS11 9BH
If you have a complaint about the way the finance offering was handled by Octopus Energy
If you have a complaint about the way the finance offering was handled by Octopus Energy prior to processing your application with one of our finance partners, DivideBuy or Novuna, you can contact us directly.
Please fill out this form to raise any issues. Alternatively, you can call us on 0808 196 6842 or email us at solar@octopus.energy for solar finance or heat@octopus.energy for heat pump finance.
Step 2: We'll investigate your complaint
If your complaint is about the product or installation
We aim to resolve complaints as quickly as possible and if we can fix it immediately, we will. If we cannot resolve it right away, then we'll investigate and get back to you with a summary of actions within 10 working days of the complaint being raised. We promise to keep you informed of our progress until your complaint has been resolved and we aim to resolve any complaints within a maximum timescale of eight weeks.
If your complaint is related to the way we introduced you to one of our finance partners, DivideBuy or Novuna (the finance product providers)
We aim to resolve all complaints within 3 working days, however, this may not always be possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We aim to resolve your complaint within a maximum timescale of eight weeks.
If your complaint is related to the finance application itself, DivideBuy or Novuna will be able to provide you with more details about their complaints procedure and timelines for resolution.
Step 3: We'll work to resolve your complaint
Yo'll receive a final response email from us once we have resolved your complaint. This will explain what your complaint was about and the steps we have taken to resolve it.
If we have resolved the complaint to your satisfaction 🎉
We're pleased to have helped and appreciate that you have raised the issue with us to fix. It's not always easy but it's important to us that we have the opportunity to put things right for you. Thank you for your patience and we're happy to have you as an Octopus customer.
If you are not happy with the resolutions offered 👎
If you wish to take your complaint further, your installation support specialist can escalate your complaint to a team manager. They'll review your complaint in full, and advise if there's anything else we're able to do.
Step 4: If you'd like to take your complaint further
If you're unhappy with the resolution offered or your complaint is open for longer than 8 weeks, you may be able to raise a complaint with an independent certification body.
If your complaint is about product or installation
If you remain unhappy with the proposed resolutions, then you can refer the matter to an independent conciliation as a way of resolving the situation. We must agree to conciliation if that is your wish. The Conciliation Service used is that offered by home insulation & Energy Systems Contractors Scheme (HIES) and is described in their consumer code. It aims to reach a non-legal solution to the dispute in a reasonable timescale. For more information on HIES Alternative dispute resolution please visit Alternative Dispute Resolution at the HIES Consumer Code website.
If your complaint is related to the way we introduced you to one of our finance partners, DivideBuy or Novuna (the finance product providers)
You may be entitled to raise a complaint with the Financial Ombudsman Service. On resolution of your complaint, you'll receive a final response email, this will advise if you're eligible to raise a complaint and details on how to do this.
If your complaint is related to the finance application itself, DivideBuy or Novuna will advise you of what you can do, in the event that you're not happy with the resolution of your complaint with them.
How to raise a complaint with HIES
Website: Find the complaints form here
Phone: 0344 324 5242
Post:
Centurion House,
Leyland Business Park,
Centurion Way,
Farington,
Leyland
PR25 3GR.
HIES 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.
How to raise a complaint with Financial Ombudsman Service
The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK.
You can contact the FOS, if you're eligible, after you've received your final response email from us or 8 weeks after your complaint was raised with us, if you're unhappy with the resolution of your complaint. If you contact the FOS if you're ineligible, before you have received your final response email from us, or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to us to resolve your complaint.
We'll let you know in our final response letter if you're eligible to refer this complaint to the Financial Ombudsman Service.
The full contact details for the Financial Ombudsman Service are detailed below:
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.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:octopus.energy/policies/quarterly-performance-reporting/
Hey I'm Constantine, welcome to Octopus Energy!
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