“Five days before Christmas, Octopus reported incorrect information about my wife and trashed her credit rating. We notified them straight away and asked them to raise a formal complaint. We have had numerous emails with promises to call us but nobody has ever called back. They have 'promised' to solve the issue but have done nothing, and despite our many telphone calls to them, all we ever get in return is lengthy emails full of meaningless platitudes and buzz words. They are useless and very dangerous people and have ruined our Christmas and they will pay for this!”
“Utterly useless. Meter failed in November 2022 and is still not working. Engineer finally came in August 2024 and made it much worse. They are deliberately dragging their feet to try and get out of the smart EV tariff. Escalated to the Ombudsman who was a complete waste of time. No prospect of it ever being fixed. The sooner this whole corrupt deregulated industry is restructured the better.”
“I am a new customer as I have taken over from the previous owner of property who was with Octopus. I was giving meter readings on my new home. Amaan
was very helpful and patient. So I feel satisfied to continue with Octopus.”
“I was refered by a friend to Octopus after comments made on how the experience had been very good for them. I like how the app is designed compared to another brand I switched from. The wait time was was not very long before I spoke to a representative who clearly explained the process and i was amazed that it was done in under a week!”
“Connor, was very helpful and understood what my needs were today. He followed up with emails and added my property to my account that I already had. I have now applied by completing two of the links applications concerning tariffs and exporting. The reason for 4 star not 5 is that I have been 'burnt' by another electricity provider in the past and cannot quite believe that it is going to be that easy.....It seems too good to be true!!”
“Great customer service by Thomas who talked me through my switching options to Octopus. The whole process was efficient and transparent, clearly explaining the unit rates/standing charges and annual charges, resulting in an overall saving from my current supplier.”
“Spoke to Joshua and he was simply brilliant in helping to transfer my business electricity to octopus!!!
He made it simple and clear and thats how i like to do business!!!
i am already a residential customer and am very happy with octopus and am even more happy the way they handled my business transfer.
well done octopus and well done Joshua!!!”
“I chose Octopus Energy as my supplier based on its positive reputation and the praise it receives for supporting customers. However, I am disappointed by my recent experience.
Eight weeks ago, Octopus Energy cancelled a payment plan I had agreed upon with a manager. The payment plan was unexpectedly terminated, and my debt was cleared with my credit due to a change in policies. This has caused significant difficulty, as I am currently unemployed and struggling to manage bills.
I raised a formal complaint and requested to speak with a manager but received a response offering a £100 goodwill credit for poor communication. I was also informed that this would be a final offer and advised to escalate the matter to the Energy Ombudsman if I did not accept. I was further warned that the goodwill credit would be retracted if the case went to the Ombudsman.
This approach feels dismissive and lacks empathy, particularly at a time of year when financial pressures are heightened, and I am responsible for supporting my family, including two children. As a loyal customer since the transition from Avro Energy, I am deeply disappointed by this response.
I am seeking a more considerate resolution and trust that Octopus Energy can address this matter with the fairness and ethical standards it is known for.”
