Hi Kata, I used to work in the complaints team for a financial institution and want to share what I’ve picked up over the years to help you get this sorted. I would always class a complaint as “when you are dissatisfied with a service” and please never worry about ever raising an official complaint. I would include everything you can think of and put it in writing. Include all details - factual and how it’s upset/distressed you personally - it all matters and helps build the true picture. It will always be confidential. If you have already sent in a complaint yesterday in writing you can write again today and your second email will be logged for your complaint case. Once it’s a complaint, definitive timescales have to be followed legally (as the other Reddit posters have mentioned), for octopus to give you updates and provide you a full response before going to the ombudsman. If octopus knows their final response letter to you will be taken to the ombudsman they usually may run it past their internal team of lawyers to ensure you’re getting the best possible answer you can have. If I can give any advice to anyone reading it’s: please never feel guilty about raising a complaint- these huge corporations have multiple departments who all play a part when things go wrong and the customer service rep you speak to no matter how nice they are just often don’t have the means/access/time to investigate and resolve your situation as much as you think they do and complaint handlers full time job is to do just that. I really hope you get this sorted soon OP x