OCTOPUS ENERGY FIXED TARIFF

energymatters

Ignore most of the advice in this thread.  I've gone to the Ombudsmen and an employee there said what the energy company is claiming is not valid.  What's in your paperwork is.

1. Check the information in your welcome email: Ts&Cs and the welcome pack.  Check to see if it says anything about matching the price cap.  In my documentation there was no reference to tracking against the price cap, and said "fixed" everywhere with nothing to say Fixed term/fixed to price cap.  If you see similar continue to next step
2. Complain to octopus: hello@octopus.energy and issueresolution@octopus.energy
3. They will reply saying what the commenters said above in the thread.
4. After 8 weeks you can go to Ombudsman, or if they send you a deadlock letter.  That sounds bad, but you don't have to be back-and-forth replying every day, the odd email every week or few will do.  Whilst your complaint is ongoing, whichever energy supplier you're with will be charging the same or more. Be prepared for them to offer tariffs that are more than double the price you pay now.  They will likely continue to offer unsuitable resolutions, just tell them it's not a reasonable solution for your complaint.
   
5. Go to the Ombudsman website and answer the questions. I suggest uploading your welcome pack, Ts&Cs, the first bill and the latest bill in order to speed up your application.  Once you submit it within a short time they will call you back and ask for more details. They will advise on likely outcomes.
   

If you are in trouble financially then also engage with Octopus to see how they can reduce payments. octopus.energy/blog/struggling-to-pay/

bellybee

Just wanted to say I have finally had a response from Ombudsman which was then appealed by Octopus and then upheld, and Octopus have had to apply a large credit to my bill and issue a £50 goodwill gesture and an apology it is worth fighting. Just a bit of background for you all. 
We signed up in September 2021 online. I only ever select fixed term tariffs so cannot imagine I'd ever sign up for this variable cap thing. We got the welcome pack clearly stating fixed tariff and unit price won't change. All bills stated fixed till September 2023 until August this year where it suddenly disappeared. I sent several emails that went unanswered and finally contacted on twitter. Was given all rubbish about it being variable despite me referring back to letter. Said that was an error offered £50 I refused and pushed for tariff to be implemented. Got lots of push back. Logged complaint and contacted CEO got offered £200 and told that was generous and Ombudsman would only give me £50. They tried to make me wait 8 weeks I insisted on a deadlock letter being issued. Raised with Ombudsman detailed all my evidence and complaint to Octopus. Eventually got a call from Ombudsman they said there was no way they couldn't agree with me after seeing the letter. Guy calculated what I was owed which I challenged as there had been another increase. He recalculated but in meantime Octopus appealed. Ombudsman upheld decision but I only got lower amount which I am now challenging. 
Do keep fighting it's hard and stressful but we shouldn't be bamboozled by these companies. If I can help anyone let me know. 

marcoslw

bellybee said:

Just wanted to say I have finally had a response from Ombudsman which was then appealed by Octopus and then upheld, and Octopus have had to apply a large credit to my bill and issue a £50 goodwill gesture and an apology it is worth fighting. Just a bit of background for you all. 
We signed up in September 2021 online. I only ever select fixed term tariffs so cannot imagine I'd ever sign up for this variable cap thing. We got the welcome pack clearly stating fixed tariff and unit price won't change. All bills stated fixed till September 2023 until August this year where it suddenly disappeared. I sent several emails that went unanswered and finally contacted on twitter. Was given all rubbish about it being variable despite me referring back to letter. Said that was an error offered £50 I refused and pushed for tariff to be implemented. Got lots of push back. Logged complaint and contacted CEO got offered £200 and told that was generous and Ombudsman would only give me £50. They tried to make me wait 8 weeks I insisted on a deadlock letter being issued. Raised with Ombudsman detailed all my evidence and complaint to Octopus. Eventually got a call from Ombudsman they said there was no way they couldn't agree with me after seeing the letter. Guy calculated what I was owed which I challenged as there had been another increase. He recalculated but in meantime Octopus appealed. Ombudsman upheld decision but I only got lower amount which I am now challenging. 
Do keep fighting it's hard and stressful but we shouldn't be bamboozled by these companies. If I can help anyone let me know. 

bellybee could you share a template of your complaint, which kind of information you provided?
I`m facing the same problem!

Thank you

RavingMad

If you read the thread that QrizB linked, quite a number of people were in the same boat.  I'm surprised Martin Lewis didn't do a class action on this lol

EssexHebridean

RavingMad said:

If you read the thread that QrizB linked, quite a number of people were in the same boat.  I'm surprised Martin Lewis didn't do a class action on this lol

We don't have "class actions" in the UK - that is a US thing, and Martin's not a lawyer, so I wouldn't expect him to engage in legal action of this type, to be honest. But yes - there do seem to have been a number of folk affected - although probably not enough to make it into a massive thing, in real terms. 

Chrysalis

I remember the thread, I wasn't one of those affected, even though I posted about a settlement with Octopus (mine was a meter accuracy dispute).

Ultimately Octopus messed up with at least some customers where their paperwork got it wrong, websites might show the correct information today but it doesnt change what was sold to these customers.