Verified: 10 March 2026 06:36 am UK Time
Industry: Energy Supply
Jurisdiction: United Kingdom
Primary Regulator: Ofgem
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Octopus Energy staff will never ask for your account PIN, your online portal password, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through your online account, via email, or by calling their official customer service routing numbers.
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General Enquiries & Complaints: 0808 164 1088 (Freephone)
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Email: hello@octopus.energy
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Source Verification Note: Octopus Energy Complaints Procedure
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Availability: Telephone support is available Monday to Thursday from 9:00 AM to 5:00 PM, and Friday from 9:00 AM to 4:00 PM (UK Time). The phone lines are closed on weekends. Emails are monitored 7 days a week.
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Timeline: Octopus Energy aims to resolve complaints quickly. If they cannot resolve it within 5 working days, they will formally acknowledge it and keep you updated. (Note: Under Ofgem rules, if an engineer misses an appointment or they are late switching your supplier, they must issue automatic compensation credits to your bill).
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it to their central Issue Resolution team. Send a written email or letter detailing your account number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.
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Complaints Email: issueresolution@octopus.energy
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Complaints Address: Octopus Energy, UK House, 5th Floor, 164-182 Oxford Street, London, W1D 1NN
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Timeline: Under Ofgem regulations, Octopus Energy has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: The Energy Ombudsman
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Portal/Contact: The Energy Ombudsman is the Ofgem-approved, free dispute resolution service for Octopus Energy complaints. You can submit a complaint online or by phone:
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Website: energyombudsman.org
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Email: enquiry@energyombudsman.org
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Phone: 0330 440 1624
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Timeline (CRITICAL): You can only refer your complaint to the Ombudsman after you receive a Deadlock Letter from Octopus, OR if 8 weeks have passed since your initial formal complaint without a resolution. You must escalate the complaint to the Ombudsman within 12 months of receiving your Deadlock Letter.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to Octopus Energy’s corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
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Legal Address: Octopus Energy Ltd, UK House, 5th Floor, 164-182 Oxford Street, London, W1D 1NN
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Court: If the LBA fails and the Ombudsman cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Octopus Energy still ignoring your billing issue or smart meter dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right Energy Ombudsman complaint templates!