Ofgem orders major energy supplier to pay customers compensation
- Octopus Energy will pay nearly £1.5 million in refunds and compensation after failing to issue final bills to thousands of customers.
- Energy regulator Ofgem found that over 34,000 prepayment meter customers did not receive their final bills within the mandated six-week period between 2014 and October 2023.
- The total payment of £1.483 million comprises £231,000 in refunds for remaining account credit and £1,250,000 in direct compensation, averaging £43 per affected customer.
- Ofgem emphasised the importance of final bills for customers, especially vulnerable individuals, to be aware of and reclaim any credit on their accounts.
- Octopus Energy stated that while the ruling was sensible, it was challenging to implement due to industry system limitations and issues with customer contact details.
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