You can get in touch by phone, email, or post:

EV chargers:

Phone: 0330 303 5059

Email: [email protected]

Solar panel and battery systems:

Phone: 0330 102 7416

Email: [email protected]

Energy Experts:

Phone: 0333 034 1562

Email: [email protected]

Smart Home trials (like Neat Heat and Zero Carbon Heating):

Email: [email protected]

Vehicle-to-Grid:

Email: [email protected]

Heat pumps:

Phone: 0333 034 1565

Email: [email protected]

Charge Anytime promotions:

Phone: 0333 034 1613

Email: [email protected]

Post:

Zero Carbon Living Product Complaints

PO Box 81428

LONDON

N17 1LB

When you first contact us, we’ll ask for:

• Your name and address

• The best way to contact you

• Details of your complaint

• What you’d like the outcome to be

We’ll investigate what’s gone wrong, and work to put things right. We’ll explain what’s happened and offer a resolution. If you’re happy with our suggestion, we’ll do everything that’s been agreed then close your complaint. We aim to resolve complaints the same day we get them, but some complaints might need more investigation.

Stage 2: Escalating your complaint

We’ll escalate your issue to our specialist complaints team if:

• We’re not able to fix your complaint

• You’re not happy with what we’ve suggested

• The issue becomes more complicated

The team will contact you to make sure they understand your complaint, then speak to the right people at OVO to make sure we put things right. They’ll try to solve your problem as quickly as possible. And they’ll explain to you what needs to be done and how long it should take.

The product you have will determine where you should go for escalations:

• For Solar panels you can take your complaint to HIES.

• If you have a complaint about Energy Experts, you can take your complaint to Elmhurst.

• If you have a complaint about Air Source Heat Pumps or EV chargers, you can take your complaint to Citizens Advice or NAPIT (depending on the context of your complaint, we will let you know where you can take your complaint to).

You can contact the Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES). HIES offers a free mediation service that helps both parties come to an agreement.

How to contact HIES

• Online complaint form: HIES Complaint Form

• Phone: 0344 324 5242

• Email: [email protected]

• Post: Centurion House, Leyland Business Park, Centurion Way, Farington

You can contact Elmhurst Energy. Elmhurst Energy is the leading government-approved body, authorised to accredit energy assessors. They offer a free mediation service that helps both parties come to an agreement.

How to contact Elmhurst Energy

• Online complaint form: Elmhurst Energy complaint form

• Phone: 01455 883 250

• Email: [email protected]

• Post: 16 St Johns Business Park, Lutterworth, LE17 4HB

Depending on the nature of your complaint. You can contact NAPIT or Citizens Advice. We will let you know which pathway your complaint will follow. 

How to contact Citizens Advice

If you need advice, you’re struggling financially, or you have a problem with your account, you can speak to Citizens Advice.

• Visit their website: Citizens Advice

• Phone (England and Wales): 0808 223 1133

• Relay UK: 18001 followed by 0808 223 1133

• Welsh language service: 0808 223 1144

Monday to Friday, 9am to 5pm. Calls are free.

How to contact NAPIT

If you need to talk to NAPIT, you can contact them: 

• Visit their website: NAPIT

• Online:  Complaint Form

• Phone: 0345 543 0330

There might be some instances when the complaint falls within the scope of the Financial Ombudsman Service (FOS). Their contact details are:

• Phone: 0800 023 4567

• E-mail: [email protected]

• Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

The FOS is an independent service in the UK for settling disputes between consumers and businesses that provide financial services. You can find more information on the FOS at www.financial-ombudsman.org.uk

Our Customer Relations agents will make sure you are provided with the correct referral details for your complaint. This does not affect your statutory rights.

If part of your complaint is that we haven’t followed our sales and marketing obligations, we’ll compensate you in line with regulations.

You can ask for an internal review if you’re not happy with the way your complaint has been handled at any stage of the process.

This includes when you’ve agreed to a resolution, but later feel that this might not be the right outcome.