Our complaints performance
We're on a mission to make energy better and we take pride in customer service. Every 3 months we review the complaints we've had as a business, and we publish that data here. This is so we remain transparent about how we're improving. You can see our last reports below.
In summary: our performance over the last year
Every quarter, we review and publish data on all the complaints we’ve had as a business. You can see our reporting from the last four quarters below.
Complaints received
| Time period | Total complaints received | Complaints per 100k customers |
|---|---|---|
Q4 2025 | 98,627 | 1,651 |
Q3 2025 | 90,302 | 1,484 |
Q2 2025 | 94,664 | 1,530 |
Q1 2025 | 112,051 | 1,804 |
Complaints resolved
| Time period | Total complaints resolved | Complaints per 100k customers | By end of next working day | Within 8 weeks |
|---|---|---|---|---|
Q4 2025 | 95,233 | 1,594 | 62.3% | 88.97% |
Q3 2025 | 87,437 | 1,437 | 65.2% | 89.5% |
Q2 2025 | 91,624 | 1,481 | 71.4% | 90.0% |
Q1 2025 | 108,426 | 1,745 | 72.2% | 90.6% |
Top reasons for complaints
Below are the top reasons for complaints received between October 2024 and September 2025.
1. Customer Service
Any issues with the services provided by OVO.
2. Payment issues
Any complications with the setup or functionality of our customer’s payment method across all payment types.
3. Smart billing and meter reading issues
Any problems with the presentation of bills, including incorrect bills and billing frequency, for customers who own a smart meter.
4. Debt & Debt-related disconnections
5. General billing and meter reading issues
Any problems with the presentation of bills, including incorrect bills and billing frequency, for customers who do not own a smart meter.
Need to make a complaint?
We're here to help. Find everything you need to know about how to make a complaint.