Octopus Energy España: most-reported complaints
Automated analysis of 175 public Trustpilot reviews published 2024-01-11 to 2026-09-24. TrustScore 4.8 from 26,327 total reviews — see the Trustpilot page. Quick answer: is Octopus Energy España legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, with 14 out of 35 identified complaints citing this issue. Support being unreachable is the second most common concern, accounting for 10 reports. Billing errors and misleading pricing are also mentioned, with 7 and 4 reports respectively. Trends for these issues cannot be established due to insufficient review volume.
How to reach Octopus Energy España
These are the contact details Octopus Energy España publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 900 759 190, address C. del Pintor Sorolla, 5, 2, Ciutat Vella, 46002 Valencia, Valencia, 46002, ES.
The company claimed its Trustpilot profile on 2022-08-30, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 1 of 15 in Green Energy Supplier. We last checked this profile on 2026-09-27 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.8★ on Google (7,455 reviews)
TrustScore over time
4.8 → 4.8 across 11 census measurements since 2026-08-23. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-23 (98%, 1.9d) · 2026-08-27 (99%, 2.0d) · 2026-09-01 (99%, 1.9d) · 2026-09-04 (99%, 1.9d) · 2026-09-07 (99%, 1.9d) · 2026-09-11 (99%, 1.9d) · 2026-09-14 (99%, 1.9d) · 2026-09-17 (98%, 1.9d) · 2026-09-20 (99%, 1.9d) · 2026-09-23 (99%, 1.9d) · 2026-09-27 (99%, 1.9d).
Severity: 31% of this company’s 35 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (36 reviews record both dates).
Octopus Energy operates in 6 markets we track — compare its complaint mix by country.
Measured reply time: across 35 negative reviews that received a public reply, the median wait was 2.1 days — the company profile reports an average of 2 days.
Reply quality: of 35 company replies to negative reviews analysed, 57% engaged with the specific problem and 37% were generic templates.
Review provenance: 112 company-invited reviews in the recent window average 4.87★, while 37 organic (uninvited) reviews average 4.11★.
26% of its 130 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 40% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 16,883 of this company’s 26,327 Trustpilot reviews (64%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Octopus Energy España?
Support unhelpful
14 reports · 40% of complaints“app has issues for 3 months now”
The company replied on 2025-07-23: “Hi Barbara! Thank you so much for taking the time to share your experience. We are sincerely sorry for the inconvenience this situation has caused you. We fully understand that you left a star to…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“are not responding and if they are employees are telling different kind of things”
The company replied on 2025-07-08: “Hi Eric! First off, we wanted to thank you for your pacience. After reviewing your case we have been able to successfuly link your account with the refered account and have integrated 300€ of credit…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“The app however, is not usable for me, my dally/hourly consumption - very important for me - is is incomplete and very late.”
The company replied on 2025-03-20: “Hello Dietrich, We're really sorry about your experience with the app's readings. Indeed, an error occurred, but fortunately, we've already detected it, and our tech team is working on resolving it…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
10 reports · 29% of complaints“I'm waiting for the response by support team from more then one week when they have promised to resolve the issue in 5 days.”
The company replied on 2025-07-22: “Hi Alejandro! 👋🏻 We're truly sorry for the inconvenience and the lack of contact from our support team. We completely understand how important it is for you to receive a prompt response and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I called them 3 times with the request if an English speaking colleague could call me back and they never did.”
The company replied on 2025-07-11: “Hi! We regret to hear that you're experience so far with us hasn't been the best it could be. We want you to know that we are here to help and guide you through whatever you need. It was never our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“are not responding and if they are employees are telling different kind of things”
The company replied on 2025-07-08: “Hi Eric! First off, we wanted to thank you for your pacience. After reviewing your case we have been able to successfuly link your account with the refered account and have integrated 300€ of credit…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Billing errors
7 reports · 20% of complaints“They say I am going to be charged on 14th September when I have already paid the bill.”
The company replied on 2026-09-09: “Hello Gary! 👋🏻 First of all, thank you very much for providing us with the necessary details to access your account and review what happened. We would like to clarify a point that we believe is…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“They then promised to recompense all exported electricity and then reneged.”
The company replied on 2026-01-07: “Hello 👋🏻 We have tried to contact you and have therefore requested certain information necessary to review your case on an individual basis. We have not yet received this information, so we have…”
Our classifier read this reply as a template response.
“I ended up with a £1000 pound bill for three months electrity after it was not sending readings”
The company replied on 2024-02-12: “Hi Mark, Thank you so much for leaving this feedback. We are sorry however we are not operating to our 5 Star Standard that we hold ourselves to. We'd love to help you with your situation, but this…”
Our classifier read this reply as a template response.
Misleading pricing
4 reports · 11% of complaints“Octopus has made false promises. They have misrepresented their services.”
The company replied on 2025-08-12: “Hi Gerson! 👋🏻 We are very happy that everything has been clarified and resolved! 🤗 We appreciate your patience throughout the process. If you have any questions, please do not hesitate to contact…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Then they inflate the price, bringing it to almost €15,000 for the solar panel installation.”
The company replied on 2026-09-23: “¡Hola! 👋🏻 Te hemos solicitado tus datos por privado para poder localizar tu expediente y revisar punto por punto lo sucedido con los contratos y el equipo técnico, pero aún no hemos recibido…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“If you have solar installed by octopus rate 0.07. If you have solar installed by others 0.002”
The company replied on 2026-09-17: “Hi Stephen 👋🏻. First off, thanks so much for getting in touch and sharing your thoughts with us, it really means a lot and helps us keep getting better. We tried giving you a quick call to chat…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Contract term changes
3 reports · 9% of complaints“Octopus has made false promises. They have misrepresented their services.”
The company replied on 2025-08-12: “Hi Gerson! 👋🏻 We are very happy that everything has been clarified and resolved! 🤗 We appreciate your patience throughout the process. If you have any questions, please do not hesitate to contact…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they stopped my contract and reverted it back to my previous provider. Customer service could not solve it.”
The company replied on 2026-03-12: “Hi Siebe 🤗 We are very sorry to hear about your experience and the concern this situation may have caused you. We understand that receiving such a communication can be unexpected, especially when…”
Our classifier read this reply as a template response.
“they put the contract date back to the 7th July. That meant my cancellation time of 14 days was reduced to 4 days.”
The company replied on 2026-07-21: “¡Hola! 👋🏻. Gracias por escribirnos y por facilitarnos los datos necesarios para que pudiéramos revisar tu caso de forma detallada. Hemos intentado contactar contigo por teléfono para comentarlo…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
3 reports · 9% of complaints“The initial contact was a hard sell, couldn't get us on contract for solar energy fast enough. Didn't ask a single question about whether our cortijo was viable for panels.”
The company replied on 2026-03-23: “Hi Sharon. We are very sorry about what happened and apologize for the inconvenience. It would be a great help if you could contact us by calling 900 759 190 or emailing us at [email protected],…”
Our classifier read this reply as a template response.
“They are scammers!!!! The bosses of the company are unqualified...”
The company replied on 2024-09-20: “We're sorry you feel that way. We're 100% transparent and work daily to improve. Please, share your details in a private message so we can look into this and assist you.”
Our classifier read this reply as a template response.
“Receiving your communication in the Englisch language”
The company replied on 2025-08-05: “Hi Hendricus!🤗 Thank you for your comment. Your opinion is very important to us. We understand that it is more convenient to receive information in the same language in which you carry out your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.