How do I make a complaint?
At Ovo we pride ourselves in doing a good job and keeping our customers happy. But sometimes we may get things wrong. If you’re not completely satisfied with our service, please get in touch so we can put things right.
Once we’ve understood what happened, We'll work hard to promptly solve the problem. Where appropriate we’ll offer compensation.
To make a complaint, follow these steps:
Step one
If you’re unhappy with our service, please let us know using the contact information below:
Email: feedback@ovoenergy.com
Telephone: 0800 5999 440
In person or in writing at:
Ovo Energy
The Ovo Barn
College Farm Buildings
Tetbury Road
Cirencester
Gloucestershire
GL7 6PY
When we receive your complaint we’ll make every effort to resolve it immediately. We know sometimes this isn’t possible, so we’ll do everything we can to fix the problem within five working days.
Step two
If you’re not happy with the solution offered in step one, or feel your complaint hasn’t been handled in the way you would’ve liked, your complaint can be escalated to a manager for independent review. We’ll let you know the outcome of the review within five working days.
Step three
If you still feel your complaint hasn’t been resolved satisfactorily or handled as you expected, it will be escalated to an Ovo director. The director will objectively review your complaint and issue a final response.
The energy ombudsman
We hope you’ll be entirely satisfied with the resolution that we offer. But we understand that on rare occasions this may not be the case. If you’ve received a final response or haven’t been able to resolve your complaint within eight weeks, you have the right to contact the energy ombudsman. The energy ombudsman provides a free, independent service and will investigate your complaint on your behalf. Any decisions made by the ombudsman will be binding on Ovo and not you.
Sales and marketing
All of Ovo’s sales and marketing activities are carried out honestly and professionally. If your complaint relates to any of these activities, it will be fully investigated to make sure any company or person acting on our behalf is meeting the standards we pride ourselves on.
Help and advice
If at any point you require free, independent and impartial advice, this is available from Consumer Direct by telephone on 08454 04 05 06, or, electronically at www.consumerdirect.gov.uk
Other formats
If you need a copy of our complaints procedure in large print or audio, please call us on 0800 5999 440
Ovo’s complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008, a copy of which is available from www.OPSI.gov.uk
In line with the OFGEM Complaint Handling Standards, Ovo will publish annually the number of complaints we received that could not be resolved by the end of the following working day. In the period between 1st October 2008 and 30th September 2009 Ovo received 0 complaints which fell into this category.