Octopus Energy

Citizens Advice rating

Renewable-focused supplier. Products & services: Gas, Electricity.

Updated: 2 August 2026

Company Overview

Industry: Energy supply (gas and electricity)
Parent company: Octopus Energy Group Limited
Regulator: Ofgem
Ombudsman: Energy Ombudsman
Customers: About 14 million UK customer accounts (14,075,700 in the Q1 2026 report)
Founded: 2016 (began supplying customers; entity incorporated 14 October 2014)
Legal entity: Octopus Energy Limited (Companies House no. 09263424)

538Complaints per 100,000 customer accounts (Octopus's own report)
43%Complaints resolved same or next working day
3.67out of 5Citizens Advice star rating

What customers complain about

Customers complain to Octopus Energy about billing and metering issues, smart-meter and account problems, and (for a minority) slow resolution when a case is complex. Octopus scores well on independent measures: it topped the UK market for lowest complaint volumes in Ofgem's rankings and sits near the top of the Citizens Advice Star Rating (3.67 out of 5 for January-March 2026). To complain, email issueresolution@octopus.energy, call 0808 164 1088, or write to its Oxford Street office; unresolved complaints can go to the CEO at greg@octopus.energy. If not resolved within eight weeks, or if you receive a deadlock letter, you can escalate free to the Energy Ombudsman, whose decision binds Octopus but not you. Its billing/metering component is its lowest-scoring area on the Citizens Advice measure.

Complaint categories

1
Billing and metering
Billing and metering is Octopus's weakest area on the independent Citizens Advice measure, scoring 3.4 out of 5 for January-March 2026 against strong scores elsewhere. Typical issues raised across energy suppliers include estimated bills, smart-meter readings not updating, and balances after account changes.
Citizens Advice Star Rating component scores, Jan-Mar 2026: billing and metering 3.4/5.
2
Getting a case fully resolved
Octopus resolves the large majority of complaints quickly, but 43% are closed by the end of the next working day in Q1 2026, meaning more complex cases can take longer; 80% are resolved within eight weeks, after which a deadlock letter unlocks the Ombudsman.
Octopus Quarterly Performance Report, Q1 2026: 43% resolved same/next working day, 80% within eight weeks.
3
Contact and waiting times
Octopus scores well on contactability (Citizens Advice contact/waiting-time component 3.6 out of 5 for Jan-Mar 2026), with a reported average call wait around 1 minute 17 seconds and 86.1% of emails answered within two days, but its phone line has limited weekday hours.
Citizens Advice Star Rating, Jan-Mar 2026: contact waiting time 3.6/5; ease-of-contact detail.

Latest statistics

75,664Total complaints receivedQ1 2026 (Jan-Mar)
80%Complaints resolved within 8 weeksQ1 2026 (Jan-Mar)
3.67out of 5Citizens Advice star ratingJanuary to March 2026

Two independent, primary datasets. Octopus's own Ofgem-required Quarterly Performance Report (Q1 2026, Jan-Mar) counts total complaints it received. The Citizens Advice Star Rating (Jan-Mar 2026) is a separate independent measure combining data from the Citizens Advice consumer service, the Energy Ombudsman and suppliers; its complaints-per-10,000 figure is not the same metric as Octopus's own complaint count.

Contact methods

Complaint journey

1
Raise it with the issue-resolution team
What happens
Contact Octopus by email at issueresolution@octopus.energy, by phone on 0808 164 1088, or in writing to its Oxford Street office. Explain what went wrong, the impact and the outcome you want, and quote your account number. This is Stage One, where Octopus aims to understand, fix and explain.
2
Escalate within Octopus
What happens
If you are unhappy with the response, ask for the complaint to be reviewed, and you can email the CEO at greg@octopus.energy with your account details and a summary of how the case has been handled.
3
Reach deadlock or the 8-week point
What happens
If your complaint is unresolved after eight weeks, or Octopus issues a formal deadlock letter, you become eligible to escalate to the Energy Ombudsman.
4
Go to the Energy Ombudsman
What happens
Refer the complaint free of charge to the Energy Ombudsman (0330 440 1624, enquiry@energyombudsman.org, or online). The Ombudsman investigates independently; its decision is binding on Octopus if you accept it, but you are not bound by it.

Response times

Octopus's own Ofgem-required Quarterly Performance Report for Q1 2026 (January-March) states that 43% of complaints were resolved by the end of the next working day and 80% within eight weeks, from 75,664 complaints received (538 per 100,000 customer accounts). On the independent Citizens Advice measure for the same period it reports an average call-centre wait of about 1 minute 17 seconds and 86.1% of emails answered within two days. Under Ofgem complaint-handling rules, if a complaint is not resolved within eight weeks, or reaches deadlock sooner, you can take it to the Energy Ombudsman.

If your complaint isn’t resolved

If Octopus Energy can’t put things right, you can escalate — free of charge — to an independent body:

Energy Ombudsman

Know your rights

Ofgem gas and electricity supply licence conditions (Standards of Conduct and complaint-handling rules)
Octopus must handle complaints fairly and promptly and, if it cannot resolve a complaint within eight weeks or reaches deadlock, must tell you of your right to the Energy Ombudsman. This is regulatory practice, not individual legal advice.
Consumer Rights Act 2015
Energy supply and any services Octopus provides must be carried out with reasonable care and skill and match what was described; if they fall short you can seek a remedy. This is general information, not legal advice for your specific situation.

Frequently asked questions

What is the quickest way to complain to Octopus Energy?

Email the dedicated issue-resolution team at issueresolution@octopus.energy, or call 0808 164 1088 (free, roughly 9am-5pm Mon-Thu, 9am-4pm Fri). Octopus is email-led for complaints and answered 86.1% of emails within two days in the Jan-Mar 2026 Citizens Advice data.

Can I really email the Octopus Energy CEO?

Yes. Octopus's published complaints procedure openly invites unresolved complaints to its CEO at greg@octopus.energy; include your account number, contact details and a summary of how your case has been handled so far.

How good is Octopus Energy at handling complaints?

On its own Q1 2026 report it received 538 complaints per 100,000 accounts and resolved 80% within eight weeks, and it scored 3.67 out of 5 in the independent Citizens Advice Star Rating for January-March 2026 - among the better performers in the market, though billing and metering is its lowest-scoring area.

When can I take my Octopus complaint to the Energy Ombudsman?

Once your complaint has been open for eight weeks without resolution, or as soon as Octopus issues a deadlock letter. The Energy Ombudsman is free and independent, and its decision binds Octopus if you accept it.

I was a Bulb customer - who do I complain to now?

Octopus. Bulb's 1.5 million customers were migrated onto Octopus systems, with the rescue concluding in 2024, so complaints about your current supply go through Octopus's issue-resolution team.

What people are saying

Real experiences from people who have contacted Octopus Energy.

No stories in this category yet.

Join the conversationComment on other people’s stories or share your own experience.