Our customers are at the heart of everything we do, so naturally we’re committed to looking after you fairly. For a start:
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 (rising to 5% in year 3) 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.
Our Priority 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 Register to ask if you think you should be on it.
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:
We help young people who’ve experienced homelessness find lasting independence.
We inspire local children to unlock their potential through school mentoring schemes and coding workshops.
We work to increase people’s access to affordable, renewable energy in developing countries.
You can read more about our work here.
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.
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.