If something’s wrong, let us know and we’ll put it right
We always want to give our customers the best service possible, even when things don’t go to plan. If this happens, it’s our job to put things right.
Contact us to make a complaint
You can get in touch by phone, email, or post. All phone lines are open Monday to Friday, 9am to 5pm (closed on bank holidays).
Post:
Zero Carbon Living Product Complaints
OVO Energy
PO BOX 5280
Worthing
BN11 9IRG
How our complaint process works
Stage 1: Looking into your complaint
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.
You can take your complaint to HIES
If you’re not happy with our solution, or we can’t agree on the next steps, 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.
You can take your complaint to HIES if:
- You’re not happy with how we’ve resolved your complaint
- It’s already taken 8 weeks
If HIES think there’s more we could have done, they’ll tell us what we need to do.
This can include:
- An explanation
- An apology
- A specific action, including compensation
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
Our sales and marketing obligations
If part of your complaint is that we haven’t followed our sales and marketing obligations, we’ll compensate you in line with regulations.
If you’re unhappy, you can ask for an internal review
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.
There are other places where you can find help
Citizens Advice and Advice Direct Scotland are the official sources of free and independent energy advice and support.
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.
Website: Advice Direct Scotland
Phone: 0808 196 8660
Relay UK: 18001 followed by 0808 196 8660
Monday to Friday, 9am to 5pm. Calls are free.
For British Sign Language enquiries click here
If you’re struggling financially and you need advice, the free and independent debt advice service StepChange might be able to help.
Website: StepChange
Phone: 0800 138 1111
Monday to Friday, 8am to 8pm
Saturday, 8am to 4pm
National Debtline is a charity run by the Money Advice Trust, who might also be able to help you with debt support.
Website: National Debtline
Phone: 0808 808 4000
Monday to Friday, 9am to 8pm
Saturday, 9.30am to 1pm
Energy Saving Trust can help with energy efficiency advice.
Website: Energy Saving Trust
Phone (England): 0800 444 202
Phone (Wales): 0808 808 2244
Phone (Scotland): 0808 808 2282
Phone (Northern Ireland): 0800 111 4455
Complaints documents
Complaints documents