“I am only leave a 2 star review as I am still awaiting an answer to my bill, I believe you are still investigating so it’s is not good timing to ask for review when I have not received feedback to the issue.”
“Appalling customer service. How disappointing that Octopus energy seems to have gone the same way as the other big energy providers. I have been with Octopus for many many years and recommended them in the past. However, two recent experiences have shown that with their growth has come an attitude that they are too important to care about their customers, their professionalism, or even their own competence. Their customer service reps are rude and arrogant and treat customers with contempt.
I will never recommend them again.”
“Octopus has grown too big too fast, and now is "the arrogant establishment" of fuel providers. They have treated us absolutely dreadfully, and it's ongoing.
All the global corporation hallmarks are present. Arrogance, lack of care, impossible to deal with anyone who can make a difference, and an attitude of slightly bored contempt towards customers.
It's so sad. They used to be great, we've been with them for years. As soon as I've resolved this complaint, I'm out.”
“Ben was so hopeful gave me all the relevant rates for our decision on which tarif to go on for gas . He was excellent and corrected our missing export credit straightaway . Pleasure to deal with .”
“When I wanted a smart meter fitted there idea they kept on making excuses as to why it couldn’t be fitted one of the engineers told me it would cost me a few thousand pounds I said I’m not paying that.3 engineers came on separate occasions none of them willing to do the job absolutely ridiculous I changed my provider and had my meter fitted without any problems whatsoever very helpful guy and extremely professional and polite”
“Octopus energy customer service is absolutely amazing. I couldn’t pay a bill one month because my father passed away and they totally understood. Didn’t give me any hassle. Any questions and even sent flowers and a card in the post for the next day I have never had customer service anywhere as good as they give. Stacey”
“Octopus installed a heat pump at my house in May 2026. When the waste was collected, 14 sacks of gravel and garden waste were not collected, along with some other waste. I have reported this to Octopus 5 times over the last two weeks and all my emails have been ignored without acknowledgement. The worst part is that the gravel and garden waste wasn't even from my install! I've been unable to use part of my driveway for over two weeks because Octopus dumped someone else's waste there!
One of my downpipes was also rerouted during the install and has been leaking every since, and the install also left a large circular stain on my landing carpet.
Unfortunately this is not the first time that Octopus have completely ignored a problem that I've had, but it is certainly the most frustrating.
Starting to wish I'd got a heat pump installed by a different company that still acknowledges the existence of their customers once they've received the money.”
“Octopus approved my heat pump installation, took a £500 deposit, let me remove my shed, rip up the paving and dig a trench, then did not turn up on installation day.
I signed the contract on 22 May 2024. Octopus later confirmed the installation date as 13 October 2025, almost 17 months after the contract was signed.
By that point we had already gone through planning permission, architect drawings, surveys, a pre-installation check, builder meetings, and major preparation work in our front yard. I had to remove my shed, rip up the paving, and have a large trench dug for the proposed route.
On the actual installation day, Octopus did not turn up. I had not been told the installation was cancelled. I had to contact them myself, only to be told something serious had apparently been missed and further checks were needed.
After multiple surveys/checks had already taken place, they then said they needed yet more inspections. They also failed to attend the scheduled follow-up inspection.
Octopus eventually refunded/reimbursed the direct expenses, but the goodwill gesture for the wasted time, disruption, missed appointments, failed installation and complaint handling felt insulting.
Their communication throughout was absolutely abysmal. We were repeatedly given incorrect and contradictory information, and were left with a huge trench and piles of dirt in our front yard for nearly three months. After almost two years of dealing with Octopus, we ended up exactly where we started, with nothing to show for it.”
“They are professionals, they know their products and make things simple to follow.
The only downside is the cost, and now again an increase coming, which they must
pass on to their customers.”
“Needs minus stars! Worst energy provider I’ve had.
I filed a complaint on the 17th March and they didn’t respond (now 18th May). The complaint was because they only half serviced my heatpump but never came back to replace a part they said was faulty in Nov, and I had no reply to my January email asking about the follow-up appointment the engineer said he’d arrange. All that time Im still paying £9 a month for this supposed service plan, upholding my side of the contract.
Only one I posted a bad review on Trustpilot did anyone contact me. The response was days!! Ridiculous they have more staff dealing with bad publicity than their direct formal complaints!
Awful company. Avoid!”
“Nothing but issues with Octopus. Errors made on my account which were picked up but not rectified. Refund requests totally ignored. Installed a smart electric meter but didn't replace or commission the gas meter. The engineer was under the impression I didn't have gas! Now several weeks of messing around, issues not fully resolved and account now in debit as they've finally noticed the error they made when I switched. Customer service people are polite but I shouldn't need to be contacting them if Octopus had provided the service I expected in the first place, i.e. accuracy! Smart monitor useless as it doesn't pick up gas.... but apparently that's my fault due to the construction of my house and not having the monitor within a meter of the gas meter, etc, etc. Trees, parked cars, you name it! It's always something other than their shoddy equipment. I will never go with Octopus again. I'm currently looking for a decent deal to switch to”
