How to make a complaint
We're sorry if things haven't gone as they should. It's really important that we hear about any issues. We want to fix them for you, and stop them happening for others too.
If you want to make a complaint, here's everything you need to know.
Our promiseto you
We treat every complaint seriously. We'll take time to listen, investigate and keep you updated along the way.
Doing our best to fix the issue We'll listen carefully to what's happened, make a detailed record and try to solve the problem straight away.
Investigating things further We'll work to find out what went wrong and why. We'll be in touch to share what caused the issue and any more information we have.
Working with you to find the right result We'll discuss the next steps and explore what you’d like to happen. Together, we’ll work towards a solution that feels right for you.
We're proud to supportthe Service with Respect Campaign
At OVO, we take the health and wellbeing of our team very seriously. A heartfelt thanks to the people who treat us with respect and kindness. Remember, we’re here to help you – and we won’t stand for abuse of any kind.
Step 1: get in touch
The quickest way to raise a complaint is to call or email us. You can reach us via a British Sign Language Interpreter too. Please let us know as much as you can about the problem. We'll also need your OVO account number, address, and contact details.
We’ll sort your complaint straight away if we can. If we’re not able to, we'll:
Let you know what will happen next and how long we expect it to take
Ask how you'd like us to contact you
Keep you updated along the way
About 75% of complaints are resolved by the next working day. The rest, we aim to resolve within 8 weeks.
How to contact us
Call us
Pay Monthly customer 0330 303 5063 Monday to Friday, 9am to 5pm Pay As You Go customer 0330 175 9669 Monday to Friday, 8am to 8pm and weekends, 9am to 5pm
Email us
Chat to us
Write to us
OVO Energy, 1 Rivergate, Temple Quay, Bristol, BS1 6ED
Getting in touch aboutother energy products
Step 2: we’ll escalate your complaint within OVO
Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:
The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
The customer care team isn’t able to solve your complaint quickly
You’re not satisfied with what we’ve suggested
If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, David Buttress.
Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.
Step 3: taking your complaint outside of OVO
If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter.
The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.
How to contact the Energy Ombudsman
Call
0330 440 1624 Monday to Friday, 8am to 6pm.
Website
Post
Energy Ombudsman
PO Box 966
Warrington
WA4 9DF
Sales and marketing complaints
If part of your complaint is about us not meeting legal rules around sales and marketing, we’ll make sure we review this. We can make amends in line with the industry regulations.
We’re always trying to do better
Keeping everyone safe and supported
While we know that making a complaint can be emotional, we also need to keep our team feeling safe. This means that, on rare occasions, we might need to pause communication. This will only ever happen if:
Our team is threatened, insulted, or harassed
Offensive or threatening language is used
There’s a refusal to accept the next stage of the complaint process
The same complaint is raised repeatedly after a conclusion has been reached
Extra support if you need it
Citizens Advice
If you need advice, you’re struggling financially, or you have a problem with your account, you can speak to Citizens Advice.
Visit their website: Citizens Advice
Phone (England and Wales): 0808 223 1133
Relay UK: 18001 followed by 0808 223 1133
Welsh language service: 0808 223 1144
Monday to Friday, 9am to 5pm. Calls are free.
Advice Direct Scotland
If you’re in Scotland, Advice Direct Scotland can also help.
Visit their website: Advice Direct Scotland
Phone: 0808 196 8660
Relay UK: 18001 followed by 0808 196 8660
Monday to Friday, 9am to 5pm. Calls are free.
Debt and financial support
Speak to these organisations for help with debt and financial support. They can give you free advice that you can rely on. They've helped thousands of people in similar situations.
StepChange Debt Charity
Visit their website: StepChange Phone: 0800 138 1111 (Monday to Friday, 8am to 8pm. Saturday, 8am to 4pm.)
National Debtline
Visit their website: National Debtline Phone: 0808 808 4000 (Monday to Friday, 9am to 8pm. Saturday, 9.30am to 1pm.)
Help with saving energy
Energy Saving Trust can give advice on efficiency and how to save energy.
Visit their website: Energy Saving Trust
Phone (England): 0800 444 202
Phone (Wales): 0808 808 2244
Phone (Scotland): 0808 808 2282
Phone (Northern Ireland): 0800 111 4455