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 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'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.

How to contact us

If your complaint is about product or installation

For the fastest response, 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 issues regarding 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 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.

You need help with 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.


If you need help with solar finance product provided by Dividebuy

As we have no direct relationship with the finance product, we are 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 have a complaint about the way the finance offering was handled by Octopus Energy prior to processing your application with Dividebuy, you can contact us. For the fastest response, fill out this form to raise any issues. Alternatively, you can email us on solar@octopus.energy or call 0808 196 6842.

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Step 2: We will investigate your complaint

If your complaint is about product or installation

We aim to resolve complaints as quickly as possible so 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 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 Dividebuy (provider of the finance product)

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 will aim to resolve your complaint within a maximum timescale of eight weeks.

If your complaint is related to the finance application itself, Dividebuy will be able to provide you with more details about their complaints procedure and timelines for resolution.


Step 3: We will work to resolve your complaint

You will receive a final response email from us when 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 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.


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 4: 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 by email which you can take to the relevant certification body for independent investigation.


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.


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.


Formal complaints regarding solar finance

You may be entitled to raise a complaint with the Financial Ombudsman Service. On resolution of your complaint, you will receive a final response email, this will advise if you are eligible to raise a complaint and details on how to do this.

If your complaint is related to the finance application itself, Dividebuy will advise you of what you can do, in the event that you are not happy with the resolution of your complaint with them.


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 after you have received your final response email from us or 8 weeks after your complaint was raised with us, if you are unhappy with the resolution of your complaint. If you contact the FOS 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.

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: https://octopus.energy/policies/quarterly-performance-reporting/

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Hey I'm Constantine, welcome to Octopus Energy!

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