Octopus GSOP Payments

a51_ufo

Hi, I am in the middle of asking Octopus Energy for two Guaranteed Standards of Performance (GSOP) payments. They cancelled a smart meter install in Nov 24 with less than 24 hours notice. This was rebooked for Jan 25 and no one showed up. 

In my initial email I said I believe we are two Guaranteed Standards of Performance (GSOP) payments for the two missed smart meter installation appointments.

They replied saying "I can confirm that you are eligible for compensation under our Guaranteed Standards of Performance. For each missed appointment, we can compensate you with £20 which totals £40 for the two missed appointments you've mentioned."

I replied "Thanks for acknowledging our eligibility for compensation however, it was my understanding, under the GSOP regulations, the compensation would be £80 for each missed appointment (£40 for late cancellation / not turning up and an extra £40 as it was not automatically applied within 10 days of each appointment date)."

They replied "I can confirm that we have now credited your account with £80 as compensation in line with the GSOP regulations. This covers both the missed appointment fee (£40) and the additional compensation (£40) for not applying it automatically within the 10-day period."

I replied "Thank you for applying the credit to our account for one missed appointment, however, we had two missed appointments as detailed in my original email. So I make that £160 in total which would cover the appointment fees (£40 for EACH missed appointment) and the additional compensation (£40 x 2 for not applying either payment automatically within the 10-day period).     ."

Their last reply was "I understand your calculation regarding the missed appointments and compensation. However, our company policy allows for £20.00 compensation per missed appointment. We have already added £80.00 to your account as a goodwill gesture, which is actually higher than our standard compensation amount.

If you're not satisfied with this resolution, I can certainly raise this as a formal complaint for further investigation. However, please note that if we do this, we would need to remove the current £80.00 credit while the complaint is reviewed.

Please let me know if you would like to proceed with raising a formal complaint or if there's anything else I can help you with."

At this point, I want to reply saying yes, raise a formal complaint but want to check if I am interpreting the GSOP regulations correctly. That is, we are entitled to £40 for each missed appointment and an extra £40 for each payment not applied automatically within 10 days.

Thanks

bristolleedsfan

Strictly speaking November missed SM appointment £30 + £30 if not paid within 10 working days ( compensation rate when breached occurred)

+ Jan 25  missed SM appointment- £40 + £40 if not paid within 10 working days.

https://octopus.energy/policies/guaranteed-standards-performance/

a51_ufo

Thank you for your reply and pointing that out!

I replied quoting their own policy (from that picture posted) and that their offer should be standard. Their latest reply

"I apologise for any confusion in my previous message. You are absolutely correct about our appointment guarantee policy and compensation structure.

I have now credited your account with an additional £80, bringing the total compensation to £160. This breaks down as:

• £40 for each missed appointment (£80 total)
• An additional £40 for each delayed compensation payment (£80 total)"

Thought I'd post for completion and if anyone else searches for a similar thing in these forums.

QrizB

Congratulations for sticking to your guns

a51_ufo

QrizB said:

Congratulations for sticking to your guns

I was ready to continue down the complaint procedure but wanted to check I was actually correct. Turns out we should have had £140 (GSOP in 2024 being £30 plus £30 for late payment and went up to £40 plus £40 later payment in Jan 25). They credited the full £160 when I quoted their policy from their website to them.

Qyburn

I think it could be argued that a failed appointment in 2024, not paid until now, should be entitled to £30 (rate in effecton date of appointment) plus £40 (late payment rate in effect at time of payment).