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.
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.
Please follow the standard complaints procedure and email hello@octopus.energy for any support.
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
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
You can make a complaint to OEV directly via phone or email as follows.
Phone: +44 (0) 20 4634 20 53
Email: LCTfinancing@octopusev.com
In writing:
Octopus Electric Vehicles,
UK House 5th Floor
164-182 Oxford Street,
London
W1D 1NN
At this time, OEV are unable to respond to complaints over social media.
Please note, OEV are only able to respond to complaints about the finance element of your heat pump. If your complaint is about the heat pump itself, or any element of the install or in life journey, you will need to contact Octopus Energy Services Limited directly using the methods detailed above.
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.
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.
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 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.
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.
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
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/
Octopus Energy Services Limited is authorised and regulated by the Financial Conduct Authority (FCA), firm reference number 1033722.
Company number: 10434397. Registered address: UK House, 5th Floor, 164–182 Oxford Street, London, W1D 1NN. Octopus Energy Services Limited is a credit broker and not a lender.
Cosy heat pump customers on the Cosy Octopus tariff saved an average of £224 last year compared to using a gas boiler running at 85% efficiency on our standard variable tariff
This figure is based on the actual energy consumption of all Cosy heat pump customers on a Cosy Octopus tariff between 1 July 2025 and 1 July 2026, using tariff rates at the time.
We compared this to the cost of producing the same amount of heat with a gas boiler operating at 85% efficiency, priced using our Flexible Octopus (standard variable) tariff at the same time.
Savings from gas standing charges were included only for customers who had fully removed their gas supply (less than 3% of customers). Actual savings vary depending on system design, tariff choice, home insulation, and energy use.
Our typical heat pump price is £4,459, which is lower than the national average of £5,600
This is the median post-survey price from all of our heat pump quotes after the £7,500 Boiler Upgrade Scheme has been applied, between 01/09/2025 and 28/02/2026. The national average is taken from the Boiler Upgrade Scheme statistics: April 2026 – median cost of installation Q4 2025.
Cut carbon emissions by 82% with a heat pump
This is the typical reduction in heating carbon emissions using an electric powered heat pump compared to a gas boiler.
The carbon breakdown
Gas CO2 (tonnes per year) - 2.42
Electricity CO2 (tonnes per year) - 0.43
Carbon saving (tonnes per year) - 1.99
Data sources and assumptions
Gas Energy Usage (kWh) 11500 (Ofgem medium use gas usage (Jun 2026))
Heat Pump Efficiency 312% (typical seasonal coefficient of performance from a fleet of Octopus high temperature heat pumps)
Gas Boiler Efficiency 85% (The typical gas boiler efficiency from a BEIS study)
Gas fuel emissions of (gCO2/kWh) 210 (SAP 10.2)
Electricity fuel emissions of (gCO2/kWh) 136 (SAP 10.2)
Based on these sources, heat pumps typically produce lower operational emissions when heating the home than gas boilers.
For more information, explore our Octopus Cosy heat pump fleet performance dashboard.
We're the largest heat pump installer on the Boiler Upgrade Scheme
Based on Octopus benchmarking against Ofgem reports from 2024, and we've continued to grow since.
Our customers love their heat pumps!
- 93% of people say it's the same or more comfortable than their previous boiler
- 87% say it costs the same to run or less
- 83% say it's the same noise or less than the previous boiler
- 90% say it's just as easy or easier to maintain
We survey all our heat pump customers 3 months post-installation to see how they find their heat pump compared to their previous gas boiler. Survey results are taken from a sample of 2,837 customers:
Comfort: 93% of people say it is the same or more comfortable than their previous boiler.
Running Costs: 87% say it costs the same to run or less.
Noise: 83% say it is the same noise or less than the previous boiler.
Maintenance: 90% say it is just as easy or easier to maintain.
A heat pump is around 4x more efficient than a gas boiler
Heat pumps don't generate heat by burning fuel. Instead, they transfer existing heat into your home. This means they can deliver multiple units of heat for each unit of electricity used.
Based on performance data from a fleet of installed Octopus Cosy heat pumps, typical real-world seasonal performance (SPF or SCOP) is around 3.6. This means around 3–4 kWh of heat is delivered for every 1 kWh of electricity used (an effective efficiency of 300–400%). By comparison, typical UK domestic gas boilers operate at around 85% efficiency, delivering approximately 0.85 kWh of heat per 1 kWh of gas used. On this basis, a heat pump can be around 4× more efficient than a typical gas boiler.
All our heat pumps are independently tested by the Building Research Establishment (BRE), with SCOP values published on the Microgeneration Certification Scheme (MCS) product database. Actual efficiency will vary depending on the property, system design, and usage. For more information, explore our Octopus Cosy heat pump fleet performance dashboard.
The UK's most awarded energy supplier
We've won more awards for customer service than anyone else.
Heat pumps give reliable, consistent heating and hot water
The heat pump user survey report by Nesta from May 2023 summarises that "users are highly satisfied with their heat pumps". It states: "People living in England, Scotland and Wales who own their home and use a heat pump to heat it are satisfied that heat pumps are safe, reliable, quiet heat sources that are effective for space heating and producing hot water." Find the full report here.
The Cosy heat pump is quiet
Heat pump sound power levels are verified by an independent, third-party laboratory as part of the testing process for inclusion on the MCS product database. The laboratory verifies the sound power on the A-weighted decibel curve, as A-weighting closely aligns to how humans perceive "loudness".
All heat pumps are measured using EN14511 standards to ensure uniformity across manufacturers and models. Our Cosy 6 heat pump has a verified sound power level lower than many other heat pumps of the same capacity.
Heat pump heating makes the air healthier in your home
Homes with a heat pump emit far less harmful nitrous oxide (NOx) emissions than those with gas boilers and cookers, significantly reducing asthma and other respiratory illnesses. According to the Sustainable Markets Initiative Cleantech Homes report.
A heat pump can add thousands to your property value
Analysis by the Department of Land Economy at the University of Cambridge suggests a 16% value uplift for new-build homes with enough solar and battery storage to eliminate energy bills. A further study of over five million existing properties indicates a 2-3% value increase for existing homes with solar panels or heat pumps (versus like-for-like gas-heated homes), according to the Sustainable Markets Initiative: Cleantech Homes report, 2024.
As of April 2025, the average house price in the UK is £265,497 according to the Land Registry. Therefore, a 2-3% value increase for an average house priced at £265,497 would be between £5,310 and £7,965.
Heat pumps typically last longer than gas boilers
The expected lifespan of a typical gas boiler is 10–15 years. A heat pump typically has a lifespan of 15–20 years, with UK government research indicating an average of around 20 years. Manufacturer Daikin reports similar ranges. Actual lifespan depends on factors such as installation quality, maintenance, usage patterns, and operating conditions.