If you are unhappy
If you’re not happy, we’re not happy. Please get in touch so we can put it right and be friends again.
Once we’ve understood the problem, we’ll work hard to solve it and where appropriate we’ll offer compensation.
To make a complaint, follow these steps:
Step one
Contact us as soon as possible using any method below. Once we receive your complaint we aim to fix the problem as soon as possible or within five working days.
Email: feedback@ovoenergy.com
Telephone: 0800 5999 440
In person or in writing at:
Ovo Energy
Wellington House
Kemble Enterprise Park
Kemble
Cirencester
Gloucestershire
GL7 6BQ
Step two
If you’re not happy with the solution we offer, or you’re not satisfied with the way it was handled, 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 properly 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 what we finally 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. This person provides a free, independent service and will investigate your complaint on your behalf. Any decisions made by the Energy 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
Complaint handling
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. Between 1st October 2010 and 30th September 2011 Ovo received 652 complaints which fell into this category. It has been a very busy year for Ovo during which we were pleased to serve over 63,000 customers. We’re proud that we’ve helped so many customers through the complex switching process with relatively few complaints as well as continuing to deliver great service to our existing customers. In addition, during this period, we had just 7 complaints referred to us by the Energy Ombudsman so where our customers did feel we had not met their expectations we quickly and satisfactorily resolved any problems.
