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).

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]


Email: [email protected]

Heat pumps

Phone: 0333 034 1565

Email: [email protected]

Charge Anytime promotions 

Phone: 0333 034 1613

Email: [email protected]


Zero Carbon Living Product Complaints

OVO Energy

PO BOX 5280



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]


Centurion House

Leyland Business Park

Centurion Way


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.