Octopus Energy

Advised we will be leaving and will no longer require Octopus services. The requirements needed to get your refund sent back to your business bank account change - dealing with New Zealand team who are very local to the UK.

Octopus do not believe the customer - must have photographic evidence have no engineer they can send to site to verify.

Any change to supply should be done by the provider - Octopus cannot do it.

Message to confirm repayment. Next message to say we need more information from you to complete the request.

Appalling attitude - messages by text by email - never interested in you the customer.

Love and Power - absolute BS

I strongly advise caution when dealing with Octopus. They failed to bill me correctly not once, but twice, with errors totaling over £2,500. Despite these significant mistakes, it took them a long time to issue an apology or see my POV.

The first time this happened, I canceled my direct debit to prevent them from taking the full amount. In response, they had the audacity to report missed payments to Experian despite the fact that I was still paying manually. Absolutely disgraceful. Their handling of the situation was not only unfair but completely incompetent.

After leaving the company, I was suddenly hit with a £1,370 debt. Rather than acknowledging their errors, they chose to hide behind something they call back-billing. Frankly, that's an unacceptable excuse. I might be able to overlook one mistake, but repeated failures show a serious lack of competence and accountability.

It's frustrating how energy companies seem to get away with these kinds of issues, protected by vague industry terms and loopholes. It's about time regulations were urgently overhauled to prioritize customer protection over corporate convenience.

Avoid this company as this could easily happen to you.

My Experience with Octopus Energy A Company Ignoring Consumer Rights & Compliance?

My experience with Octopus Energy has been nothing short of frustrating, riddled with poor communication, refusal to address legitimate concerns, and potential legal non-compliance.

1. Failure to Provide Adequate Responses & Ignoring Consumer Rights

Despite multiple formal requests for clarification regarding their policies, Octopus Energy has either ignored or sidestepped critical questions.

This lack of transparency is unacceptable for a regulated energy provider, especially when dealing with important consumer rights issues. Ignoring Requests for Clarity When asked for details about their legal authority in specific areas (such as forced smart meter installation and warrant procedures), Octopus has failed to provide clear, satisfactory responses. Failure to Acknowledge Cease & Desist Notices I explicitly instructed them to cease specific actions and only contact me through designated channels, yet they continued to communicate via unauthorized methods.

2. Potentially Unlawful Practices

Octopus Energys conduct raises serious questions about their adherence to UK consumer protection laws and regulatory compliance.

Failure to Provide Proof of Claim Under the Consumer Rights Act 2015, companies must act fairly and transparently in their dealings with consumers. Octopus refusal to address key questions suggests they may be avoiding accountability. Potential Breaches of Data Protection (UK GDPR) Octopus failure to justify why my personal data was shared with third-party agents without my express consent is concerning. This could be a direct breach of Article 5(1)(a) of UK GDPR, which requires lawful and fair processing of personal data.

Unfair Business Practices Under the Energy Ombudsman Guidelines Octopus is regulated by Ofgem, yet their failure to adhere to consumer complaint handling processes could put them in direct breach of the Standards of Conduct for Energy Suppliers.

3. Attempting to Evade Consumer Protections

Instead of resolving the issue amicably, Octopus has ignored key legal arguments presented in previous communications, instead relying on delays and vague responses rather than clear and transparent explanations. Avoiding Accountability When confronted with questions about their legal obligations, Octopus conveniently failed to address them, choosing instead to respond with generic, irrelevant statements. Disregarding Fair Resolution Procedures Their handling of my concerns has lacked the professionalism and diligence expected of a reputable energy supplier.

Final Verdict Octopus Energy Needs to Be Held Accountable

If a company like Octopus Energy cannot operate within clear legal frameworks, fails to respond to legitimate consumer concerns, and appears to hide behind vague responses, how can consumers trust them?

I strongly caution others before engaging with Octopus Energy, especially if they are failing to comply with consumer rights laws and regulatory requirements. Regulatory authorities such as Ofgem, the Energy Ombudsman, and the Information Commissioners Office (ICO) should be formally investigating their practices.

Since moving into our property last year, our Octopus bills have been all over the place. Credits, debits and unexplained "adjustments".

I asked a simple question: to have our total usage and charges be calculated for the period (about 7 months) so that we could compare that to what we'd been charged monthly during that period. Octopus told me they'd have to do this manually as their system couldn't do it manually...SERIOUSLY?? I thought that's what algorithms had been invented to do but what do I know?! Anyway, after 4 months of consistently being told they could do this and that I'd get a quick resolution, I've gotten nowhere.

I call and I'm promised callbacks that don't materialise. Loads of emails with promises but no resolution.

Completely fed up and looking at switching provider. Perhaps that will spur Octopus on to get their abacus out but I'm not holding my breath.

What a shambles. They used to be so good.