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0808 164 1088Getting to the right team
We don't yet know how Octopus's phone menu is structured, so we're not going to guess. If you work it out, we'd like to hear from you.
Before you call
What to know first
Octopus is the only supplier we cover with no retention route. No save page, no “thinking of leaving” landing page, no retention line. British Gas and ScottishPower both run one. If you were hoping to be talked into staying with a better offer, there is no published door to knock on.
They lead with email, not phone. The primary call to action on their contact page is email, and at weekends email is the only option. If you want to speak to someone, it has to be Monday to Friday. Verified
Octopus publishes its exit fee history openly — introduced in 2022 and again in March 2026 — and confirms existing customers were not moved onto the new terms. Verified
What leaving costs
Exit fees, cooling off and complaints
Exit feeIf you joined without exit fees, you still have none.
Octopus states that existing fixed customers keep the terms they signed up on, so a tariff that had no exit fee still has none. Their variable tariff, Flexible, has never had one. New fixed tariffs may, and Octopus says it will be stated clearly before you switch. Their terms add that nothing is charged in the final 49 days. No amount is published, and the £75-per-fuel figure quoted elsewhere appears nowhere on their site.
Cooling off14 days
Fourteen days from submitting your application. Octopus states plainly that within it they cannot stop you switching and are not allowed to charge exit fees.
ComplaintsEight weeks
Their complaints page carries no phone number — it links to the contact page instead. Deadlock or eight weeks opens the Energy Ombudsman. Unusually, they publish their chief executive’s email address as an escalation route.
The window worth knowing: Near the end of a fixed tariff you can leave free of charge even if your tariff carries an exit fee. 49 days is the common figure — British Gas, Octopus, E.ON Next and EDF all state it, and British Gas writes it as “49 days / seven weeks”, which is the same thing and explains why some suppliers quote weeks instead. Two do differ: OVO gives 53 days, and ScottishPower’s exit fee page says seven weeks in one section and six in another. Verified
Where this comes from
| Claim | Source | Checked |
|---|---|---|
| Number 0808 164 1088, that it is free to call, and its hours | Octopus’s own contact page | 27 July 2026 |
| Existing fixed customers keeping their original terms, and Flexible having no exit fee | Octopus’s own help article on exit fees | 27 July 2026 |
| No exit fee in the final 49 days | Octopus’s own terms and conditions | 27 July 2026 |
| 14-day cooling off, and no exit fee within it | Octopus’s own quote terms | 27 July 2026 |
| Eight-week or deadlock escalation, and the chief executive email route | Octopus’s own complaints page | 27 July 2026 |
| No retention or thinking-of-leaving route | None published anywhere on octopus.energy | 27 July 2026 |
| An exit fee of about £75 per fuel | Quoted by third parties; appears nowhere on octopus.energy | Unverified |
Bill Watch
One email, three weeks before your renewal or fixed deal ends, telling you it's time to shop around. Free, and that's the whole product.
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