Can we do better?
We’re sorry to hear that things haven’t gone as they should. Thank you for taking the time to let us know – it’s really important to us that we hear about any issues. Then we can try to fix them for you, and stop this happening for others too.
Our promise to you: we treat every complaint seriously. We’ll take time to listen, investigate and respond, keeping you updated along the way.
Making a complaint
When you make a complaint, we’ll work with you to put things right as quickly as possible. Our team goes through regular training to make sure they can help you the very first time you get in touch with a complaint. Here’s an overview of what happens:
Listen carefully and try to fix it
We’ll listen carefully to what’s happened, and make a detailed record. We'll try to solve the problem straight away.
Investigate the issue
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.
Talk to you to find the right result
We’ll talk more about what we will do and what you’d like to happen next. Then we’ll work with you to reach a conclusion that you feel is right.
Step 1 – Get in touch
You can get in touch in whichever way is easiest for you.
Please let us know as much as you can about the problem. We’ll also need your OVO account number, address, and contact details.
The quickest way to share a complaint is by calling or emailing our Customer Care team. They’re on hand to help.
We’ll sort out your complaint straight away if we can. If we can’t, we’ll let you know what will happen next and give you an idea of how long we expect it might take. Then we’ll keep you informed along the way.
As part of the process, we’ll also let you know if there’s any support you could get from services outside of OVO. We really want to make sure you’re getting all the help you’re entitled to.
Step 2 – What happens if we can’t sort it straight away
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 customer care team aren’t able to solve your complaint quickly
- You’re not satisfied with what we’ve suggested
- The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it.
If your complaint is passed to this team, you’ll be given a dedicated complaints handler. They’ll get in touch with you, to make sure they fully understand what’s happened and how it’s affecting you. They’ll also ask what you’d like to happen, so we can reach a solution you’re happy with as fast as possible. They’ll also keep you informed on their progress as they work towards the solution.
Most complaints – about 75% – are resolved by the next working day. The rest, we aim to resolve within 8 weeks.
Step 3 – Ask us to review your complaint again
We really want to make sure you’re satisfied with how we’ve done things. If you want us to check how our team has handled your complaint, you can ask for an internal review.
You can do this at any stage of the process. Even if you’ve agreed to a solution with us, you might then decide it wasn’t the right one. Contact us by using the details in the section above called “Step 1 – get in touch” and ask for an internal review.
Get in touch with our CEO, Raman Bhatia
It’s important to us that you feel your complaint has been heard and resolved in a way that works for you. If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email Raman’s team. Please include your complaint case reference, your OVO account number, address, and a summary of what has happened.
Or, if you’d just like to share feedback – good or bad – of a recent experience you’ve had with OVO, you can email Raman’s team. Please include your OVO account number, address, and a summary of your experience.
Step 4 – Taking things further
We will do everything we can to resolve your complaint as quickly as possible. In a small number of cases it might take longer and if it’s taken over 8 weeks, you can speak to the Energy Ombudsman. We may also write to you with a final decision that you disagree with. This is called a ‘deadlock’ letter and you can also speak to the Ombudsman if you are unhappy with our actions. The Energy Ombudsman provides a free, independent service.
They’ll review what’s happened and how we’ve handled your complaint. First, they’ll look at everything we’ve done so far with your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.
Here’s how to get in touch with them:
- Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
- Email: [email protected]
- Website: www.energyombudsman.org
- Post: Energy Ombudsman, PO Box 966, Warrington WA4 9DF
Helpful to know – you don’t have to accept their decision – but we have to.
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
We’re on a mission to make energy better for our customers. That means great service is really important to us. We appreciate you letting us know when we’ve got things wrong. Every three months we share how many complaints we’ve had and how long it’s taken to resolve them. This holds us accountable to you – and it helps make sure we do better next time.
Support from other places
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.
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.)