All FAQs

What should I do if I think I've received a scam or phishing email?

Phishing emails are commonly used by fraudsters to get personal information such as usernames, passwords and bank details. This can lead to others misusing your information to commit identity theft or apply for credit applications on your behalf. These emails are tricky as they can be designed to look a little like a company you really use. Here's some ways to check whether an Octopus email is a scam one:

  • Check the email address that it has been sent from is genuine — our email addresses end in @mylondonpower.com. (If you're in an ongoing conversation with someone in our team, it might end in @octopus-energy.intercom-mail.com.)
  • Look for poor grammar or spelling
  • Be wary of generic greetings at the beginning of the email, or an email that greets your by your email address rather than your name
  • It'll likely ask you to confirm personal details and bank details, or ask you for your password - we'll never ask you to confirm a password in an email, or prompt you to share your password anywhere apart from on our website.

If you think that you've received a scam email pretending to be from us, get in touch to let us know right away (send any details including a screenshot of the email if you can).

If you've been a victim of fraud or cybercrime you can call the Action Fraud Helpline on 0300 123 2040, Monday - Friday 8am - 8pm.

Alternatively, find out more information from the National Fraud and Cyber Crime Reporting Centre.

What can we help you with?