Octopus Energy Complaints
Octopus Energy has one of the lowest complaint rates in the energy suppliers sector.
What customers experience
Octopus Energy received 15,000 complaints in the 2024-H2 reporting period -- that is roughly 82.0 complaints per 100,000 customers, which is below the sector average of 181.9. Compared to other energy suppliers, Octopus Energy receives fewer complaints per customer. Encouragingly, their complaint rate has been falling.
When customers do escalate to the ombudsman, 21% of disputes are found in the customer's favour -- a relatively low uphold rate, suggesting most complaints are handled reasonably before escalation.
Total Complaints
15,000
In 2024-H2
Rate (per 100,000 customers)
82.0 ↓
Ombudsman Uphold Rate
21%
of disputes found in customer's favour
Sector Average
181.9
per 100,000 customers
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Electricity supply | 7,200 | 48.0% |
| Gas supply | 5,100 | 34.0% |
| Billing | 1,900 | 12.7% |
| Smart meters | 800 | 5.3% |
Complaint Rate Trend
How does Octopus Energy compare?
Complaint rate per 100,000 customers
How to Complain About Octopus Energy
Complaints Contact Details
Phone
0808 164 1088Post
Octopus Energy Complaints, 33 Holborn, London, EC1N 2HT
Online Form
Submit complaint online →Steps to Escalate Your Complaint
Contact Octopus Energy complaints team
Email complaints@octopus.energy, call 0808 164 1088, or use the online form. Octopus Energy aims to resolve complaints quickly and will assign a dedicated handler.
Wait for a final response or request a deadlock letter
Octopus Energy has 8 weeks to resolve your complaint. If they cannot resolve it, ask for a deadlock letter to escalate sooner.
Escalate to the Energy Ombudsman
If your complaint is unresolved after 8 weeks, or you have a deadlock letter, contact the Energy Ombudsman at ombudsman-services.org or call 0330 440 1624.
Need to write a complaint letter?
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Octopus Energy must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Energy Ombudsman.
Bottom Line
If you are considering Octopus Energy, their complaint record is reassuring. They perform better than most energy suppliers and customers are less likely to need to escalate issues. That said, no company is perfect -- if something does go wrong, you have the right to complain.
About This Data
Data sourced from official UK regulators for the period 2024-H2. Complaint rates are calculated per 100,000 customers. Ombudsman uphold rate from the Energy Ombudsman. Full methodology