“Once I was talking to Kai, a human being, it was all very straightforward. Their mail server failed on numerous occasions to send me anything to start my account creation, but once that was bypassed, it was very simple.”
“Very efficient in dealing with my switch and patient in moving through a use case that was non-standard. Very impressed, if this is a sign of customer service to come then I have definitely made the right choice in switching to Octopus!”
“Spoke to Sophie today, very friendly, efficient and didn’t take long to get the answers I needed. Unlike many other suppliers, dealing with Octopus Energy is always a stress free experience.”
“Nipho a call centre worker in their south Africa office provided me with incorrect information I then asked for a call back from his manager as he wasn't available at the time who goes by the name of Aphiwe he then emailed me today telling me there's been a confusion etc and that I will have to wait for them to sort this out. I left my property over a month ago and they took out money without my knowing and now they can't even sort it out. Please avoid at all costs I did recommend them to a family member and a friend who will also be leaving them.”
“Concerning Sales Communication & Extremely Poor Complaint Handling – Proceed with Caution
I chose Octopus because of their reputation for transparency and customer-first values. Unfortunately, my experience was quite the opposite—unclear sales communication, extensive delays, and a refusal to take full accountability when challenged.
The Issue
During a sales call about solar panels, I was led to believe that an EV charger would be included as part of the package. The exact words used by the representative were:
“If you get an electric car in the future, just let me know and we will give you an EV charging point, so, we will give you a charger and then we will switch your tariff to be something called Intelligent Octopus tariff.”
When I later asked about the charger, I was told I had misunderstood—even though at no point had additional costs been mentioned.
What Happened Next?
• When I questioned this, I was repeatedly told the call recording confirmed no such promise was made.
• After months of pushing, I finally obtained the recording through a Subject Access Request—and it confirmed exactly what I had remembered.
• Octopus’s response? Instead of acknowledging any misunderstanding, they simply claimed the wording was “unfortunate” but not misleading.
• Even worse, they outright stated that even if their representative had explicitly promised the charger for free, they would not be required to honour that promise. So, in their own words, they do not feel responsible for what their salespeople say on calls. This was a shocking response.
Extremely Poor Complaint Handling
Beyond the original issue, the way my complaint was handled was frustrating at best:
• I was promised callbacks that never came.
• Weeks went by with no updates.
• I had to chase relentlessly just to get basic responses.
• My concerns were repeatedly minimized and dismissed.
• By the time I got an actual response, months had passed.
Final Thoughts
Octopus has decided that I wasn’t misled—despite the clear wording on the call. That’s their stance. But if you’re reading this, listen to the wording yourself and judge whether or not I was given a reasonable expectation of a free charger.
Ultimately, I didn’t take this to the Ombudsman because I was exhausted by the process. And that, I suspect, is exactly what Octopus counts on—people giving up.
This isn’t just about the cost of a charger. It’s about trust. Octopus has made it clear that what their salespeople say on calls does not necessarily have to be honoured. If that’s the case, how can any customer ever feel secure in what they’re being told?
If you’re considering Octopus, proceed with caution. Ask for everything in writing. Don’t assume that verbal assurances from their sales team will be upheld—because, by their own response, they won’t necessarily stand by them.”
“I have just switched my gas supply to Octopus and this was handled by Emily who was absolutely brilliant. She called me back twice and exactly when she said she would which is rare these days! it was easy to get through and she was extremely knowledgeable. Such a good experience. Thank you for being so helpful.”
“Spoke with Dexter today in regards with opening an account with Octopus. He was great, full of energy, explained everything perfectly and gave 5 star customer service.
Thank you
Dayne”
