Something not right with your 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
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

For the fastest response, fill out this easy form to raise any issues regarding low carbon tech installed by Octopus. Alternatively, you can email the Octopus Energy Services team on solar@octopus.energy for complaints regarding a solar installation, or heat@octopus.energy for issues regarding heat pumps. Or call 0808 196 6842, our phone lines are open 9am - 5pm, Monday to Thursday, and 9am - 4pm Friday.

For complaints regarding an energy tariff that links to your solar, EV or heat pump, please follow the standard complaints procedure found here, and email hello@octopus.energy for support.

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.

If you have no hot water or heating following your installation, you can also fill out the form, or call our aftercare emergency team on 0808 175 1696. We will 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 will aim to do this within 5 working days of your initial complaint.

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.

Complaints regarding solar finance with DivideBuy

As we have no direct relationship with the finance product, we are unable to address any finance-related complaints, and you will need to reach out to DivideBuy directly.

You can contact DivideBuy by post:

Customer Relations DivideBuy
First Floor, Brunswick Court
Brunswick Street
Newcastle-under-Lyme
ST5 1HH

Or by email at complaints@dividebuy.co.uk

Step Two: 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 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 details of the relevant independent certification body.

If, before 8 weeks, it becomes apparent that we're not able to agree on 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 relevant certification body for independent investigation.

Progressing your complaint

If you are 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 - HIES Consumer Code (hiesscheme.org.uk)

How to raise a complaint with HIES:

Website: https://qaschemesupportservices.formstack.com/forms/installer_complaint

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.

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.

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/

Hey I'm Constantine, welcome to Octopus Energy!