Affect Energy Complaint Department

Affect Energy has no complaint department. Affect Energy is a UK gas and electricity brand supplied by Octopus Energy, run from Shoreham-by-Sea in West Sussex, so any complaint about your Affect account is handled in the UK under UK energy rules. 

If you have a billing dispute, a switching problem or poor service, you follow the same regulated complaints route that applies to every domestic energy supplier in Great Britain: complain to the supplier first, then escalate to the Energy Ombudsman if it is not resolved within eight weeks or you receive a deadlock letter. This guide sets out that process, the timescales, and how a bill-conscious household can also use a complaint as a prompt to check whether a cheaper tariff is available.

Free Price Compare sources this guidance from Ofgem, Citizens Advice and the Energy Ombudsman, and compares whole-of-market domestic energy tariffs so you can switch with confidence once any dispute is settled.

Last updated: July 2026

Written by the Free Price Compare editorial team | Reviewed July 2026

Is there an Affect Energy complaint department in Frankfurt?

Affect Energy is a UK white-label brand supplied by Octopus Energy, and its operations are run from Shoreham-by-Sea in West Sussex. Octopus acquired Affect Energy in 2018 along with around 22,000 customers, and now supplies gas and electricity under the Affect name alongside its own brand and partners such as Co-op Energy and London Power.

Because Affect is a UK domestic supplier, every complaint is dealt with in the UK and is covered by rules set by Ofgem, the energy regulator for Great Britain. 

How do I contact Affect Energy to complain?

To make an Affect Energy complaint, contact the supplier first using its published UK channels, then keep a written record of every contact. Under Ofgem’s Standards of Conduct, suppliers must handle complaints fairly and make it straightforward to raise one by phone, email or post.

When you first raise a complaint, put the key facts in writing even if you also call, so you have a dated record. Include your account number, the meter readings involved, what went wrong, and what you want the supplier to do to put it right.

• State clearly at the start that you are making a formal complaint, not just an enquiry.
• Give your account number, address and a recent meter reading for both gas and electricity where relevant.
• Describe the problem, the dates, and any amounts in dispute.
• Say what outcome you want, such as a corrected bill, a refund of an overcharge, or compensation for a missed appointment.
• Keep copies of emails, note the date and name for any phone call, and save any reference number you are given.

If your complaint is about a switch, a final bill or a cancellation charge, check the specific terms first. Our guide to how cancellation affects Affect Energy fees explains when an exit fee can and cannot be applied.

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How long does Affect Energy have to resolve a complaint?

An energy supplier has up to eight weeks to resolve a complaint before you can escalate it to the Energy Ombudsman, according to Citizens Advice. Within that time the supplier should either fix the problem to your satisfaction or send you a final response, sometimes called a decision letter or a letter of deadlock.

You can go to the Energy Ombudsman in two situations: eight weeks have passed since you first complained and the matter is still unresolved, or the supplier has issued a deadlock letter before then. A deadlock letter is a written statement from the supplier saying it has done all it can and cannot resolve the complaint further, which get access tos your right to escalate early.

Do not leave it too long. You must refer an unresolved complaint to the Energy Ombudsman within 12 months of the supplier giving you its final decision, so note the date on any decision or deadlock letter.

How do I escalate a complaint to the Energy Ombudsman?

You escalate to the Energy Ombudsman by submitting your dispute online, by phone on 0330 440 1624, or by email once you qualify. The Energy Ombudsman is a free, independent service, and its decisions are binding on the supplier, meaning Affect Energy must do what the Ombudsman tells it to, though you are not bound by the outcome if you disagree.

Affect Energy Ltd is a member of the Energy Ombudsman scheme, so the Ombudsman can investigate once the company name on your bill matches its records and either eight weeks have passed or you hold a deadlock letter. The name on the account matters here, because your bill may show “Affect Energy Ltd” even though the day-to-day service is provided through Octopus.

When you submit your case, upload your complaint history, the supplier’s responses, disputed bills and meter readings. The Ombudsman can direct the supplier to correct an account, apologise, explain what happened, or pay a financial award, depending on what it finds.

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What role does Ofgem play in energy complaints?

Ofgem does not investigate or resolve individual energy complaints, because that is the job of the Energy Ombudsman. Ofgem is the industry regulator: it sets the rules suppliers must follow, including the Standards of Conduct and complaint-handling requirements, and it enforces those rules across the market.

For a personal dispute with Affect Energy, the route is the supplier first and then the Energy Ombudsman, not Ofgem. Ofgem does step in where a supplier repeatedly breaches its licence conditions, and it publishes the rules that give you rights such as compensation under the Guaranteed Standards of Performance for things like late switches or missed appointments.

If you need free, impartial advice at any stage, the Citizens Advice consumer service can be reached on 03454 04 05 06. Households in vulnerable circumstances can also ask to be added to the Priority Services Register, and the Extra Help Unit supports the most complex or urgent cases.

Should I keep paying while I complain?

You should keep paying the parts of your bill that are not in dispute while a complaint is ongoing, because stopping payments can put your account into arrears and risk further action. If you believe a specific charge is wrong, pay what you accept you owe and clearly flag the disputed amount in writing.

Withholding an entire payment over one contested charge can weaken your position and add debt-recovery stress on top of the original problem. If you are struggling to pay at all, tell the supplier straight away, as suppliers must offer support such as a realistic payment plan under Ofgem rules.

Can I get money back if I have been overcharged?

Yes, if a complaint shows you were overcharged, the supplier must correct the bill and refund or credit the difference. Common causes are estimated readings that were too high, a tariff applied incorrectly, or a billing error after a switch, and all of these can be put right through the complaints process.

Where a supplier has caused delay, distress or a missed obligation, the Energy Ombudsman can also order a goodwill or compensation payment on top of any refund. Keep your meter readings and bills, as accurate readings are the strongest evidence for correcting an account and recovering money you are owed.

Turning a complaint into a chance to cut your bill

A complaint is a good moment to check whether you are on the right tariff, because many households on a standard variable tariff are paying more than they need to. Ofgem’s price cap for 1 July to 30 September 2026 works out at around £1,663 a year for a typical Direct Debit household under the updated Typical Domestic Consumption Values, following a 13% rise announced in May 2026.

The price cap limits the unit rate and standing charge for a typical user rather than fixing your total bill, so your actual cost depends on how much gas and electricity you use. From 1 July 2026, Ofgem set the average Direct Debit electricity unit rate at 26.11p per kWh with a 57.19p daily standing charge, and gas at 7.33p per kWh with a 29.04p daily standing charge.

Prices also vary by where you live and by season, so it is worth understanding both. Our guides on why regional energy prices differ and how seasonal changes affect UK gas prices explain what drives the numbers on your bill.

See the latest Affect Energy tariffs

Customer service quality varies between suppliers, and it is worth weighing when you choose. Citizens Advice runs a quarterly Star Rating for suppliers with over 25,000 customers, and its median score for January to March 2026 was 3.26 out of five, up from 3.17 the previous quarter. Octopus, which supplies Affect Energy, has risen up those rankings in recent years while becoming the UK’s largest supplier.

Read the Affect Energy supplier guide

• New Energy Tariffs Launched By Affect Energy
• Understanding How Cancellation Affects Energy Fees
• Affect Energy Supplier Guide – FreePriceCompare
• UK Energy Bills to Drop 7% in July 2024
• UK Regional Energy Prices: Compare Costs Across the Country

Information correct as of 8 July 2026. Prices, tariffs, policy details and providers change frequently, so please check the latest details before making a decision. This article is for general information only and does not constitute financial advice. Free Price Compare is authorised and regulated by the Financial Conduct Authority (FCA).