Whenever a new energy company appears, the automatic reaction of the Spanish consumer is the same: distrust first and ask later. And it makes sense, as we already have enough shocks with the bill. Octopus Energy has been in the country since 2022 and, against all odds, has not earned the reputation of "just another energy company", but rather the one with the octopus that answers the phone. But is it really that good? We have sifted through thousands of real reviews to tell you without pretence.
Who is Octopus and why is it so talked about
Octopus was born in the UK in 2016 with the idea of changing the rules of the energy market and making energy fairer, cleaner, and simpler. Today, it is the third largest energy company in the UK and has over 7 million customers worldwide. In Spain, things are also moving quickly: since its arrival in the country, it has attracted more than 500,000 customers by relying on renewables and competitive prices.
What stands out most in the reviews is neither the price nor the app, but something almost exotic in this sector: being attended by a real person. Several customers openly celebrate being able to talk "face to face" and leaving behind the automated answering systems and artificial intelligence that only serve to confuse you. Ironies of life: the most technological company is the one that boasts of not hiding behind a robot.
What rating do users give it
This is where it’s important to look at the numbers closely, because "5 stars" sounds very nice until you see how many reviews support it. The good news for Octopus is that the volume backs the rating. On Trustpilot, it has a rating of 4 stars with over 14,500 published reviews, and other aggregators rate it even higher. Roams gives it a 4.8/5 and describes it as one of the best-rated energy companies in the country, with the management of formal complaints being its main weak point.
| Platform | Rating | What customers highlight |
|---|---|---|
| Trustpilot | 4 / 5 | Human attention and transparency |
| Roams | 4.8 / 5 | Fair prices and clear bills |
| Comparators | ~4.8 / 5 | Renewable energy and no permanence |
The analysis from comparators points out that the opinions are very homogeneous across platforms, with ratings close to 4.8 backed by thousands of reviews. In a sector where energy companies often have barely passing grades, attracting attention for consistently good ratings is already news.
The positives according to customers
If you line up the positive reviews, three words are repeated to exhaustion: transparency, savings, and close service. Most customers highlight the clarity in the rates, the absence of unpleasant surprises in the bill, and the simplicity of the contracting process, with many claiming to have reduced their energy spending after the switch.
The testimony that best sums it up comes from a user who switched from another large company: "After a long time with Iberdrola, we decided to switch to Octopus, the change was very easy, we have saved 25-30% on the bill and the app works perfectly." Another point that wins over many is the loyalty of the staff: there are reviews that thank by name and surname the person who managed their registration, something that in this industry is almost science fiction.
For those with solar panels, the story is also usually sweet. Their Solar Wallet allows excess energy not to be lost when the bill reaches 0 euros, but rather to be accumulated for later months or for a second residence, and the compensation is considered competitive compared to traditional energy companies.
The not-so-good: where it hurts
It would be suspicious if everything were rosy, so let’s get to the nitty-gritty. The most mentioned Achilles' heel is solar self-consumption. Negative opinions often stem from services related more than from the electricity rate itself: complaints about the low price of excess energy, doubts about energy efficiency, or issues when installing a charging point. There are even customers who are delighted with the service but lower their rating because of this, like the one who acknowledged: "The service is 5 stars, but I rate it with one because they are going to halve my excess payments."
The other issue is the service when things go wrong. Just because it usually works well doesn’t mean it’s infallible, and there are testimonies that burst the bubble: "It’s unfortunate that they never answer the phone, I received a very high bill and have no way to complain." It’s worth reading this without alarmism, as these are minority cases within a generally high rating, but to deny them would be selling you smoke.
And the price, is it the cheapest?
Here we need to lower expectations gently. Octopus does not always have the lowest price per kWh on the market, although the difference is usually minimal and, according to many customers, is offset by the service. Their star rate, the Octopus Relax, maintains a fixed price for 12 months without time slots or permanence, ideal for those who want to forget about looking at the clock before doing laundry.
An important nuance that is sometimes overlooked: Octopus only operates in the free market and does not offer the regulated PVPC rate, so the social electric bonus cannot be applied. If you are entitled to that bonus, this is a significant detail.
For what type of customer it fits best
After diving into hundreds of reviews, the pattern is quite clear. Octopus positions itself as recommended mainly for those seeking fair prices, clear bills, and customer service that truly resolves issues, without permanence or ties. If you are someone who switches companies every time the kWh price goes up by a cent, you might find temporarily cheaper rates; if you value peace of mind and having someone answer the phone, the octopus plays in another league.
The underlying question, that of “Is Octopus Energy reliable?”, has a reasonably solid answer according to the data. Despite being newer than the historic giants, it maintains transparent rates, agile digital support, and no permanence, backed by high ratings. It is neither a panacea nor the deal of the century, but real opinions paint a picture of a company that delivers on its promises, which in this sector is already saying a lot.
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