We’re in the process of moving home and contacted Octopus to enquire about a Heat Pump. There was a 15% discount at the time, but we were waiting for available dates. While we were waiting, we put down a deposit of £200, which we were told was totally refundable, but it wasn’t in our experience. We also tried to arrange for solar panels during this period. I was told we could get a discount with that, but things got complicated, so we decided to cancel. We emailed the person who was dealing with this to say we wanted to cancel and request a refund. We also asked to cancel the surveyors’ appointment. This email was totally ignored, and they kept emailing us as if had not been sent. We emailed again stating that we wanted to cancel again, and the same thing happened. When we tried to contact them directly, they wouldn’t answer the phone. I contacted the general number for Heat Pump’s and got through to a gentleman who reassured me that this would be dealt with and the appointment will be cancelled and a refund issued a couple of hours later. I got an email again on reiterating the appointment time ignoring the two emails. Either the colleague on the phone had not followed up with what he says he would do or she had just ignored it. We’ve now contacted the same department and got through to a gentleman. We raised a complaint, and they said the appointment would be cancelled and we would get a refund. We should have an email confirming that, but it hasn’t happened yet. However, we have had one with a complaint number. Please be careful if you are dealing with the Heat Pump section they’re not what you expect from Octopus.