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Want to make a complaint?

We’re sorry to hear that. Tell us what’s happened and we’ll do everything we can to sort it out. 

Ways to make a complaint

● Fill in our online form below.
● If you pay monthly, you can call us on 0800 5999 440. If you Pay As You Go, it's 0800 358 3523.*
● Email us at hello@ovoenergy.com for pay monthly or PAYG@ovoenergy.com if you
have a Pay As You Go account.
● Write a letter to Complaints Team, OVO Energy, 1 Rivergate, Temple Quay, Bristol BS1 6ED.
● …or drop in to see us, at the above address.

Contact us

Speaking to our Complaints Team

If you feel the issue hasn’t been resolved properly, just call us and you’ll be passed to our dedicated Complaints Team. If you can’t speak over the phone, they’ll email or write to you within 5 working days.
They’ll explain what’s going on, work with you to resolve the issue, and look at our internal processes to make sure it doesn’t happen again.

Independent advice

You can contact Citizens Advice at any point during the complaints procedure via their online webform or by calling the Citizens Advice consumer helpline on 03454 04 05 06. They provide free, confidential and impartial advice on consumer issues. 

Read more about your rights.

We aim to resolve all complaints within 5 days

But if it takes more than 8 weeks, or we can’t agree a solution, we’ll remind you that you have the right to ask the Ombudsman Services to investigate the issue.

The Ombudsman Services: Energy are an independent organisation that sorts out disputes (called Deadlocks) between customers and their energy suppliers. Their service is completely free and we have to do whatever they recommend, so long as you agree with their decision.

This could mean giving you an apology, explaining what went wrong, fixing the problem or giving you compensation. You can speak to them on 0330 440 1624 or at osenquiries@os-energy.org.

Sales and marketing

All our sales and marketing activities are carried out honestly and professionally. We’re also careful to make sure all companies or people acting on our behalf are meeting the standards we pride ourselves on. Any complaints about this will be fully investigated. 

Our complaints process, in a nutshell

  1. Get in touch and tell us your complaint.
  2. Customer Services will try and help.
  3. If the problem isn’t resolved, ask to speak to our Complaints Team.
  4. The Complaints Team will try to sort everything out within 5 working days
  5. Citizens Advice can be consulted at any point.
  6. If it’s not resolved in 8 weeks, then we’ll let you know that you can speak to The Ombudsman Services: Energy.
  7. We’ll follow the Ombudsman’s decision, if you agree with it.

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 energy complaints procedure is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. You can also get a copy from: www.legislation.gov.uk

Past reports

You can find out how many customers have complained, and how we've sorted things out, by reviewing these reports. 

Please note that the reports below are compiled using data which is under review and new data will be reported from Q2 2018 onwards. This review is to ensure that our complaints reporting appropriately reflects the definition of a complaint set out in The Gas and Electricity

(Consumer Complaints Handling Standards) Regulations 2008. Please be assured that this has not affected our handling of complaints and is purely a data reporting review, impacting data between Q4 2015 - Q1 2018.

Illustrative complaints figures for the historic periods affected are below but please note that these are estimated and not actual figures and should therefore not be relied upon:

 

  Period                   OVO new complaints figures by 100K
  Q4 2015   526 
  Q1 2016   668
  Q2 2016   919
  Q3 2016   1563
  Q4 2016   2560
  Q1 2017   2419
  Q2 2017   1187
  Q3 2017   1236

 

 

 

 

 

 

Quarterly Reports 

2017 Q2 Complaints Report
2017 Q1 Complaints Report
2016 Q4 Complaints Report
2016 Q3 Complaints Report
2016 Q2 Complaints Report
2016 Q1 Complaints Report
2015 Q4 Complaints Report 
2015 Q3 Complaints Report 
2015 Q1 Complaints Report
2014 Q4 Complaints Report
2014 Q3 Complaints Report
2014 Q2 Complaints Report
2014 Q1 Complaints Report
2013 Q4 Complaints Report
2013 Q3 Complaints Report

Annual Reports

2016 Annual Complaints Report
2015 Annual Complaints Report
2014 Annual Complaints Report
2013 Annual Complaints Report
2012 Annual Complaints Report
2011 Annual Complaints Report
 
Want to give us feedback on our complaints procedure? Then please get in touch. We're always looking for ways to do better, and the best person to tell us what works for you is, obviously, you.

*8am and 8pm Monday - Thursday, 8am - 7pm on Fridays, and 9am -
2pm on Saturdays.

You can also download a pdf version of this page if you wish to have a printed version or to save for your records.

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