Something not right?
We're sorry to hear that and we really want to sort it out. Thank you for talking to us; we always want to ensure that we are aware of issues, that way we can correct them, not just for you but for others too. We will always do our best not to make the same mistake again.
We will do all we can to resolve your complaint quickly by:
- Understanding what went wrong and why it happened
- Fixing it
- Explaining to you the issue, what we have done and what happens next
- Asking you what you would like as a resolution
Our aim is to get to a mutually acceptable solution and we want you to have this as quickly as you can. We will keep you updated along the way and let you know what we are doing to fix it.
Step One: Get in touch
Please call the Octopus Energy team on 0808 164 1088. Our office hours are 9am to 5pm Monday to Friday, you can email us anytime at email@example.com, or if you prefer, you can write to us: Octopus Energy Ltd, 2nd Floor, UK House, 164-182 Oxford Street, London W1D 1NN.
If you contact us on the phone, we will want to understand all of the context of the issue and work to resolve the concern there and then on the phone.
No matter how you get in touch with us we ask that you provide us with:
- Your contact details or account number - we may have to contact you in order to get more information in order to resolve your issue.
- The background information on the issue.
- The impact the issue is having on you.
- What you would like as a resolution.
Using this information we will raise a complaint on your account and if we can fix this immediately we will. If we cannot resolve it right away, then we will give you a time frame that we will work to get your issue fixed.
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 your custom.
Step Two: If you need to escalate your complaint
If you are not happy that the problem is resolved and need to take this further, then please get in touch through any of your preferred ways and say you'd like to escalate your complaint. Your complaint will then be sent to a senior member of the team for them to review the actions taken and to resolve your issue.
Step Three: If you need to make a formal complaint
If you are not happy with the second offer made and wish to further your complaint we will then pass all the information on to our Operations Managers. They will review your complaint in full, they will then advise you of our third offer.
If after this point we cannot find a mutually acceptable solution, we will write to you to explain our position and our final offer. If the final offer is declined we will issue you a deadlock letter allowing you to contact the ombudsman for an independent investigation.
You are free at any point after you have raised your complaint to contact Chief Executive, firstname.lastname@example.org, he will do everything in his power to resolve your issue. Please let him know your account number, contact details (including address) and the background to the problem.
If you need independent advice at any time, you can contact Citizens Advice by phone 0808 223 1133 or via their website; https://www.citizensadvice.org.uk/consumer/energy/energy-supply.
Their service is free, independent and confidential.
You can also contact Resolver and they will help you with your complaint. Their website is https://www.resolver.co.uk/complaints/energy-complaints.
Step Four: If you need to go beyond Octopus Energy
In the event we issue a deadlock letter, or the issue has dragged on for eight weeks, then you can refer the issue to the Energy Ombudsman. We will let you know when your complaint has reached 8 weeks via email. If you would prefer to be advised of this by letter please let us know.
You can get in touch with the Energy Ombudsman by phone on 0330 440 1624, by email email@example.com or through their website or you can write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF.
It is a free and independent service 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 the Ombudsman finds that Octopus Energy have not acted correctly, 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. Their decision is binding on us, but not on you.
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