What’s your commitment to treating customers fairly?

We do our best to treat all our customers fairly, at all times. This page explains how, and what to do if you believe you haven’t been treated well by us.

Treating you fairly

Our customers are at the heart of everything we do, so naturally we’re committed to looking after you fairly. For a start:

  • We do our best to make sure we act honestly, transparently, appropriately and professionally at all times.
  • We make it easy for you to contact us in whichever way suits you best. Just follow the instructions here to get in touch by phone or email. You can also write to us (or even visit us) at 1 Rivergate, Temple Quay, Bristol BS1 6ED. If you pay for your energy monthly, you can send us a message through My OVO
  • We keep an eye on the information we give you, so it’s always accurate and easy to read. We’ll never try to mislead you.
  • We’ll only write to you about plans and products that we believe are right for you.

Fair deals and good prices

Whether you’re new to OVO or you’ve been with us for a while, we’ll always offer you our cheapest prices when your plan’s up for renewal. We don’t offer special deals to new customers unless they’re also available for our existing customers.

If you pay us by monthly Direct Debit in advance for your energy, we pay you 3% OVO Interest Reward whenever your account’s in credit – it’s your money, so you should get the interest. We don’t believe any other energy company does this*.

We’re committed to helping you make sure your account doesn’t fall into arrears, and we’re happy to offer advice when you need it.

For tips on cutting down your energy bills, visit our useful online guides, particularly 120 ways to save and conserve energy, check out some of our other OVO Answers, or take a look at our posts on Facebook and Twitter.

Special services if you have special requirements

Our Priority Services Register is a confidential list of customers who have specific needs or are medically dependent on their energy supply. You can find out more here. This helps us make sure we treat every customer in a way that meets their needs as fairly as possible.

We’ll contact you once a year about our Priority Services Register to ask if you think you should be on it. 

Being fair to everyone

Through OVO Foundation we support inspiring organisations with smart ideas, launch pioneering projects and volunteer for 1,000s of hours each year in our local communities. We focus on three areas that really mean something to us at OVO Energy:

Youth poverty
We help young people who’ve experienced homelessness find lasting independence. 

Education
We inspire local children to unlock their potential through school mentoring schemes and coding workshops. 

Energy access
We work to increase people’s access to affordable, renewable energy in developing countries.
 
You can read more about our work here.

If you ever think we haven’t been fair

You deserve the best possible service, but we don’t claim to be perfect and sometimes mistakes can happen. If they do, we’ll react fast and do everything we can to sort things out the very first time you get in touch.

To find out how to contact us, please see our feedback page.

If you’d like some independent advice

As an energy customer, you’ve got rights, including the right to get a better deal, to complain, to get accurate information on the quality of your energy supply, or ask for help if you’re struggling to make your payments. Luckily, it’s easy to get independent advice: start with our OVO Answer here. You can also visit the Citizens Advice website or call them on 03454 04 05 06.


*Correct as of February 2016.

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