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What should I do if I suspect fraud?

Whether it’s someone claiming to be an OVO representative or a suspicious-looking email, here are some tips to help you spot fraud and foil the fraudsters.

Our customers’ safety is a top priority with us, so:

  • We will never call or text you to ask you for your passwords or PIN – although if you call us, we will ask for some proof of your identity. We’ll simply ask you to confirm information we already have; we won’t ask you for any new information.

  • Our engineers will always carry identity cards and be happy to show them to you.

  • If you wish, you can set up a password with us, which the engineer has to give you before entering your home.

  • If you are ever worried about anything to do with OVO or your energy supply, get in touch with us at once on 0800 5999 440.

Engineer visits

There are only two occasions when an engineer might visit you without advance warning:

  • To read your meter/s.

  • If there’s a genuine emergency.

So if anyone visits you unexpectedly and claims that they’re from OVO and need to exchange your meter or carry out work in your home, please call us at once.

Before you let an engineer into your home

Even when we’ve arranged in advance for an engineer to visit, you should carry out these checks before you let them into your home:

  • Ask which company they’re from.

  • Ask for official proof of their identity.

  • Ask for their name and ID number.

All our engineers have identity cards, which they’ll show you before you let them into your home. When you’re checking an engineer’s ID card, make sure the photo is of the right person and that the card isn’t past its expiry date.

Make a note of the engineer’s name and reference number. Then if you have any worries later on, you can let us know who visited you. Our engineers are the only people who have these ID cards, and we’ve put strict checks in place to ensure they’re all up to date. When an engineer leaves, we always take the card back from them. However, if at any stage during the visit you’re not sure that the engineer is genuine, call us at once on 0800 5999 440.

If the engineer, or any visitor claiming to be from a trustworthy organisation, shows you a phone number on their ID card and suggests you call it to confirm their identity, don’t. Tell them to wait outside and shut the door (don’t leave it on the latch). Look up the organisation in the phone book and call the number shown there.

If someone asks you for money on OVO’s behalf

Our engineers would also never ask you for any payment during a visit to your home. If we do need to charge you for any work, we will include it in your OVO bill.

We would also never ask you to make unexpected card payments over the phone. There are rare occasions when you might need to make a card payment, but we would already have contacted you with details of the payment, so you would be expecting our call.

Phone scams: if you suspect fraud, call back on a different phone

Telephone fraudsters will sometimes try to reassure you by telling you to call the reputable organisation (like OVO, or your bank) they’re claiming to be from, so you can check they’re genuine. However, when you ring off, the fraudster doesn’t. They keep the line open, so you’re actually still connected to their call. When you pick up the phone again, even though you’re dialling the correct number for OVO or your bank, you simply get a different person on the fraudster’s line (or possibly even the same fraudster putting on a different accent). And they will of course assure you that they’re completely trustworthy.

To get round this, ask them to hold on while you check, and then call us/your bank on another phone. So if they’ve called on your landline, call us on your mobile – or vice versa. If they’re fraudulent, they’ll probably ring off at that stage. If you haven’t got access to another phone, call the number of someone you know. If the fraudster is still on the line, they’ll have trouble imitating the person you’re calling and will usually hang up.

Never reveal any of your personal details, bank details, passwords or PINs

At OVO, we will never telephone you or text you and ask you to tell us any personal details, bank details, passwords or PINs.

But fraudsters can be very clever, charming and persuasive. So you may well be convinced that you really are talking to a lovely person from OVO or your bank. However, the moment they start asking you to prove your identity by providing personal details or passwords, it’s time to tell them you’ll call them back, using a different phone as we’ve suggested above.

Even if you’ve got a phone display screen that shows the number of the person calling, and you can see it’s the right number for OVO or your bank, that’s no reason to trust it. Fraudsters can manipulate it remotely to match any number they want.

You should also keep your details safe by shredding old bank statements, bills, and anything that has financial details on it, and cutting up old credit, debit and store cards.

If you’re worried about an email

If you ever feel suspicious about an email, don’t click on any of the links in it. Clever fraudsters can create web pages that are practically identical to the real thing, but they’re just trying to get hold of your bank or card details and passwords. If the email seems to be from a company or organisation you trust, go to their website and click on to the page you want through the site.

Make sure you have anti-virus software and a firewall, and update them regularly.

If you're worried about an SMS

We'll only ever send you an SMS from 'OVO Energy'. If you receive a message from a number that you do not recognise please send us details (and a picture of the message) so we can investigate it further. Recently it has been reported that customers have been sent the following fraudulent message advising of a new phone number, please ignore this message, if you call this number you may be connected to us, but will be charged a high connection fee. 

Reporting a scam to the police

If you believe you’ve been conned or defrauded, please don’t hesitate to report it. Sometimes people are embarrassed to say anything because they feel they’ve been made to look stupid. But it’s vital to report the crime, so the police can stop the fraudster scamming someone else. Call ActionFraud on 0300 123 2040 or visit If you know the person who defrauded you, or believe they’re still in the area, dial 999 and report it straight away.



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