How can Octopus offer me a flat rate that is not fixed?

Octopus Energy is not dealing fairly with my complaint about changes to my flat rate.

I started a new contract in August l last year, after being transferred from Avro Energy just before its collapse.

The contract was called Octopus Price Promise July 2021 V1 and lasted until September 2023 .

All the literature confirmed that the rate would not change. The welcome letter states that the tariff is "fixed" and one of the points of the "eight things to know about your contract" is "the unit price of your energy is fixed for the duration of your contract".

Despite all of this, my contract was changed to V2 in October, and the tenure was reduced to 12 months. As you can imagine, there has been a substantial increase in charges.

After filing a complaint, I received two emails offering small amounts of money to get rid of it effectively.

Last one says "All we can offer is £75 and flat rate but at today's rate today, not the unit rates when you first requested the Octopus price promise.”

If Octopus can offer another flat rate, I don't see why they can't keep my existing rate, at the price I agreed to, until the agreed end date.

JB, Sheffield< /em>

Based on the documents you shared with me, I can understand your confusion, but Octopus Energy says it was stated in the terms and conditions and in other emails sent to you that these were 'a fixed-term tariff and not a fixed price.

After your complaint, the energy ombudsman ruled in favor of Octopus, but said that he should make a financial move as the case could have been handled more quickly.

Octopus states: "Our price promise tariff ensures that the tariffs a customer pays for its energy will always be £50 below the price cap. All customers must agree to terms and conditions after viewing the rate they have chosen.

"We have given the customer a goodwill gesture of £75 as we we usually expect to get back to a query faster."

If customers are having trouble managing their energy bills, Octopus says they should get in touch , as there are a number of assistance options, including help from a £15 million hardship fund.

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