Billing issues: an apology

By OVO Energy Friday 14 November 2014

From day one, we’ve set out to do things differently: to keep things simple and to treat our customers with fairness and honesty. But we’re not perfect, and although we do our best to get things right all the time, every now and again we’re going to make mistakes. We believe that the important thing is to be open and honest about it when we do. To holds our hands up, acknowledge we got it wrong and, most importantly, say we’re sorry.

So here goes...

Earlier this year we suffered from an IT bug that meant some of our customers who signed up between April and June weren’t put on the correct unit rates for the tariff they signed up for. The issue meant that although the direct debit payments customers were paying were correct, some customers’ credit balances have ended up too high, and some too low.

We want to reassure anyone affected that your direct debit amount hasn’t changed and you aren’t out of pocket - you’ll still be paying the amount you signed up to. But what happened obviously isn’t good enough. We know our customers expect and deserve better from us, and we’re very sorry.

What we’re doing about it

Our IT team have been working hard to fix the problem, and we’re now writing to every single customer affected and explaining what went wrong. We’re also busy correcting customer account balances that have been adjusted up or down incorrectly as quickly as possible.

We made a mistake and we’re doing everything in our power to put things right as quickly and painlessly as possible. We can’t promise that nothing will ever go wrong again, but what we do promise is that we’ll always be honest, fair and absolutely committed to fixing it when it does.

If you have any questions about this or any other issue our customer service team would be more than happy to talk to them. Please do contact them on 0800 5999 440 or 01179 303 100.

O​VO​ Energy Ltd, registered office 1 Rivergate Temple Quay Bristol, BS1 6ED, company no. 06890795 registered in England and Wales, VAT No. 100119879

Additional terms and conditions
Please see below for full terms and conditions on 33% renewable electricity, 3-5% interest rewards, exit fees and saving claims.


1Monthly cost - Representative monthly direct debit costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying in advance by direct debit, including online discount.  All rates correct as of 20/3/2018, but may go up or down.

2Weekly cost - Representative weekly costs based on a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas).  All rates correct as of 22/11/2017, but may go up or down.

3Pay Monthly Savings claims: Saving based on the estimated annual cost of Simpler tariff for a non-economy-7, dual-fuel, medium user (3100 kWhs elec. and 12500 kWhs gas) paying monthly in advance by direct debit, including online discount. Comparisons made against the average of the Big 6 standard variable tariffs with equivalent features. All rates correct as of 20/3/2018.“The Big 6” are British Gas, Scottish Power, SSE, Npower, E.ON and EDF.

4Pay As You Go Savings are based on the average estimated annual costs for new PAYG OVO customers quoted through the OVO website (based on household and/or consumption information provided by those customers), compared to their current supplier and tariff. Comparisons taken between 01/01/2016 and 11/10/16. Incl VAT. Actual savings may vary according to your current supplier or tariff, individual tariff options, household information, consumption and location. 

We include almost twice as much renewable electricity as the national average: At least 33% of electricity in all of our tariffs comes from renewable sources. The national average, according to Ofgem as at March 2014 was 16.7%. For more information please visit this page.

33% of your electricity comes from renewable sources: 33% renewable electricity as standard as of 1st April 2015. Renewable electricity is generated from wind, solar, geothermal, wave, tidal, hydro, biomass, landfill gas, sewage treatment plant gas and biogas.

OVO Interest Rewards: Interest Rewards are paid on credit balances of customers paying by monthly Direct Debit. It is calculated at 3% in your first year, 4% in your second year and 5% in your third year (and every year thereafter) if you pay by Direct Debit. Interest Rewards are paid monthly based on the number of days you’re in credit and the amount left in your account after you’ve paid your bill. Full terms apply:

95% of new customers save when switching to OVO: Savings based on the average estimated annual costs for all new OVO customers quoted through the OVO website, compared to their current supplier and tariff. Comparisons taken between 01/05/2016 and 11/10/16. Incl VAT.

94% of surveyed customers would recommend us: OVO conducted a survey of their customers in between 1st January 2016 and 15th April 2016. Out of 15,312 customers who responded, over 94% rated OVO 6+ when asked 'how likely would you be to recommend us to a friend and family, on a scale of 1 to 10.

uSwitch's Energy Supplier of the Year 2017: OVO energy was voted and awarded  'Energy Supplier of the year' and best for: Overall Customer Satisfaction, Most Likely to be Recommended, Value for Money, Best Deal for You, Customer Service, Billing Services, Energy Efficiency, Meter Services, Online Services, Green Services and Transfer Process. OVO Energy scored a 96% customer satisfaction score.

* EV - Everywhere, full terms and conditions:

* OVO SolarStore (Beta), full terms and conditions:

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