Octopus energy

gethro

Just switched from Octopus energy to EDF as my fixed term with Octopus was ending and they wanted another £40 a month ,I was in credit by £447.12 . Asked for a refund and got a email on the 5th of August saying that they would make a payment on the 20th August and it would take up to 10 working days to get in my account, I waited until the 4th sept and nothing so I sent them this email !

I switched away from Octopus Energy and received my final bill on August 5, 2026, showing a credit balance of £447.12. Under Ofgem regulations, this credit should have been refunded to me within 10 working days (by August 19, 2026).I subsequently received a message from Octopus stating: "We will make a payment by 20th August 2026, and it'll take up to 10 working days to get to your bank account." Accounting for the August Bank Holiday, that 10-working-day window expired on September 4th 2026, and the funds have still not cleared into my bank account .

Please manually process my outstanding credit balance of £ 447.12 to my bank account immediately. Statutory Compensation: As Octopus breached the initial 10-working-day deadline following my final bill, I am entitled to £40 in automatic compensation under Ofgem's Guaranteed Standards. Further Non-Payment Penalty: As this £40 compensation was not paid to me within 10 working days of the initial breach, I am also claiming a further £40 penalty payment, as mandated by Ofgem rules. Please issue a total of £80 in compensation alongside my original credit refund without further delay.

Please acknowledge receipt of this formal complaint within 48 hours and provide a complaint reference number. If this is not resolved swiftly, I will escalate the matter to the Energy Ombudsman as soon as the eligible window opens.

I have now had an email from them saying they made a mistake and they owe me an extra 5p and they say the payment of £447.17 will be paid by 21st Sept and will take up to 10 working days to reach my account .

When can I contact the Energy Ombudsman to sort this out ,I never had any problems with Octopus until now

bristolleedsfan

I would reply asking why they appear not to be honouring - https://octopus.energy/policies/guaranteed-standards-performance/ also ask for complaints reference number again if not already showing.

MikeJXE

I switched from Octopus to EDF on the 14th July and received my credit on the 29th

Big mistake EDF are a nightmare, not had an accurate reading for Electric and no bills for gas and yes I have smart meters although EDF readings vary wildly from my own