Is it worth me going to the ombudsman about Octopus Energy?

MattMattMattUK

wakeupalarm said:

Yes, it's worth going to the energy ombudsman in this case highlighting Octopus Energy's customer service failures if not the money.

You are likely to get at least £25 goodwill from the ombudsman plus Octopus Energy will be hit with a £460 fee from the energy ombudsman to deal with the matter.

So win win all round.

That is not a win all round, it is just being obnoxious.

wakeupalarm

Its's actually £334 the energy companies pay not £460, so less then I thought, but yes, it is Octopus Energy who will pay it, and if paying the fee helps Octopus Energy improve their customer services failures, it's a win all round.

I know there are Octopus Energy fanatics on here who seem to think they do no wrong and any criticism must be knocked down but those people should go read the OP again and see the OP highlighted Octopus Energy's dismissive response to his concerns and failure to respond.

The way Octopus Energy is treating some of it's customers raising complaints is appalling, and the only way they will change their behaviour is when people highlight it by taking it to the energy ombudsman.

If Octopus Energy don't want to pay the fee then they should think about how they are handling legitimate complaints from their customers.

QrizB

So far as I can see from this thread, the OP hasn't yet started on Octopus's internal complaints process.

@krabople if you still think you've not been treated fairly, have you followed the process at https://octopus.energy/unhappy/ ? You need to complete that before the Ombudsman will accept a complaint.

krabople

QrizB said:

So far as I can see from this thread, the OP hasn't yet started on Octopus's internal complaints process.

@krabople if you still think you've not been treated fairly, have you followed the process at https://octopus.energy/unhappy/ ? You need to complete that before the Ombudsman will accept a complaint.

Thanks for this. I didn't contact them via that email address originally, although in the last email from them they did ask me if they could close my complaint, so I don't know whether they sent it down that pathway internally. They've ignored two replies from me since then, both times politely asking them to confirm that they're now receiving readings and what caused the issue before, so I'll give this avenue a try instead!

ozzie652

wakeupalarm said:

Its's actually £334 the energy companies pay not £460, so less then I thought, but yes, it is Octopus Energy who will pay it, and if paying the fee helps Octopus Energy improve their customer services failures, it's a win all round.

I know there are Octopus Energy fanatics on here who seem to think they do no wrong and any criticism must be knocked down but those people should go read the OP again and see the OP highlighted Octopus Energy's dismissive response to his concerns and failure to respond.

The way Octopus Energy is treating some of it's customers raising complaints is appalling, and the only way they will change their behaviour is when people highlight it by taking it to the energy ombudsman.

If Octopus Energy don't want to pay the fee then they should think about how they are handling legitimate complaints from their customers.

Hi
We are having MAJOR issues with octopus energy,,
We were exported over to them from shell energy 
Told from shell that we wouldn't need to lift a finger as all correspondence and tariffs etc would be transferred,,,,,
We used to have no problems with shell
We have solar so we paid them and they paid us, simples ,,,,
Since we have been with octopus our bills have
'gone through the roof'
We have already paid £2500 over the last year and they STILL want £4500
We have everything people say to get,,,,,
Wall and loft insulation,led lighting throughout the whole bungalow, new economical boiler, AND 16 solar panels of which pull in more than enough energy for 2 working people

We even use MORE electricity when we ARE NOT AT HOME?????,,, according to there energy site,,,,

They talked my wife into having a 'smart meter'
Mistake,,,,,,,,,

We have been on so many phone calls ,emails etc 
Get promises of call backs ,no one seems to know what's happening,,,
We even emailed Greg and Stuart  Jackson the CEO and CFO of the company,,,,,,,,nothing!!!!

We are waiting to start the ombudsman ball rolling now,,,


PLEASE BE AWARE OF HOW BAD OCTOPUS ENERGY ARE
JUST CHECK THERE REVIEWS ON TRUST PILOT AND THERE OWN SITE

IF ANYONE CAN HELP, PLEASE Message BACK

elsien

Have you done the meter sanity checks that are advised on here, to check if that is where the problem is? 

Why was it a mistake having the smart meter? I’m presuming you’ve done all the usual stuff like checking readings and that the calculations are correct? 

ozzie652

elsien said:

Have you done the meter sanity checks that are advised on here, to check if that is where the problem is? 

Why was it a mistake having the smart meter? I’m presuming you’ve done all the usual stuff like checking readings and that the calculations are correct? 

Hi
Yeah we've been on the phone to them multiple time going over the meter
They even sent an engineer out to do a ' track n trace' to see if there's any power coming from elsewhere 
But
1
 he doesn't do track n trace and doesn't have the equipment to do it (he works for octopus and THEY booked him to do it,,,
2
 after looking at all of our reading and bills even HE said there's something majorly wrong as we really shouldn't have a bill, or maybe a very small one for what we use and what we are pulling in through solar
3
They've booked for ANOTHER track n trace for next week,, And guess what?????!!!!!!
It's the SAME engineer,,,,,,,
Pointless

ozzie652

ozzie652 said:

elsien said:

Have you done the meter sanity checks that are advised on here, to check if that is where the problem is? 

Why was it a mistake having the smart meter? I’m presuming you’ve done all the usual stuff like checking readings and that the calculations are correct? 

Hi
Yeah we've been on the phone to them multiple time going over the meter
They even sent an engineer out to do a ' track n trace' to see if there's any power coming from elsewhere 
But
1
 he doesn't do track n trace and doesn't have the equipment to do it (he works for octopus and THEY booked him to do it,,,
2
 after looking at all of our reading and bills even HE said there's something majorly wrong as we really shouldn't have a bill, or maybe a very small one for what we use and what we are pulling in through solar
3
They've booked for ANOTHER track n trace for next week,, And guess what?????!!!!!!
It's the SAME engineer,,,,,,,
Pointless

We even asked them (we always get different people) what would be the best tariff for us , bearing in mind we are not home for 8 hours a day and not late sleepers  to so many different answers
They simply don't know and don't care

Alnat1

Could this be caused by something simple like a CT clamp being re-fitted in reverse as the meter was changed?

ozzie652

I'll look into that thanks, surely engineer that fitted it should know that,,,,,
Still doesn't make the excuse that octopus have no idea and don't care