Octopus Energy Compensation: Guaranteed Standards

Octopus Energy says it pays £40 if an appointment is late or missed, within 10 working days, with a further £40 if that payment is missed. For credit meter faults it must take set steps within 5 working days; prepayment meter faults within 3 hours on working days and 4 hours on non-working days; £40 if not. source

Octopus Energy says it sends your final statement within 6 weeks of you moving out or switching, and refunds any credit within 10 working days of the final bill, unless there is a valid reason outside its control. £40 for each if it does not. source

Octopus Energy says it pays £40 if your switch to it is not completed within 5 working days once it has what it needs, and £40 if you were switched without permission. It passes on network compensation, adding £40 if that takes more than 10 working days. Payments are usually credited to your energy account. source

If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source

Energy suppliers generally cannot charge you for energy used, or standing charges, more than 12 months before the new bill, unless you were already billed for that amount. This covers households and microbusinesses. source