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
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, 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.
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 your details with the relevant independent certification body, NAPIT or RECC.
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. We’ll let you know whether to proceed with NAPIT or RECC at this stage.
Progressing your complaint
Generally, if your complaint is about technical aspects of the installation of Heat Pumps or Solar Panels then you can refer your complaint to NAPIT who is our MCS certification body. If NAPIT find that Octopus Energy has not acted in a manner that achieves compliance in a timely manner, then they will tell us what we are required to do in order to put things right. This can include an explanation and/or an apology. It can also include actions that we have to take, which may include compensation.
If you have a complaint about the advice given prior to sale, the standard of service received or any other aspect of your contract with us for solar or heat pumps, please get in touch with Renewable Energy Consumer Code (RECC). You can read more about the consumer code here. As part of RECC's dispute handling procedure, they will provide a free mediation service for customers and will attempt to resolve the issues between us.
How to raise complaint with NAPIT
If you have any problems filling in this form please contact NAPIT Customer Services on 0345 543 0330.
How to raise your complaint with RECC
Phone: 0207 981 0850
Post: If you are unable to register a complaint online, the complaint registration form can be posted on request by phoning RECC.
Both are free and independent services, and they 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.
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/
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