How to make a complaint

The quickest way to raise a complaint is to call or email us. You can reach us via a British Sign Language Interpreter too. Please let us know as much as you can about the problem. We'll also need your OVO account number, address, and contact details.

• We’ll sort your complaint straight away if we can. If we’re not able to, we'll:
• Let you know what will happen next and how long we expect it to take
• Ask how you'd like us to contact you
• Keep you updated along the way
• Share if there's any support available from services outside of OVO

About 75% of complaints are resolved by the next working day. The rest, we aim to resolve within 8 weeks.

Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

• The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
• The customer care team isn’t able to solve your complaint quickly
• You’re not satisfied with what we’ve suggested

If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, David Buttress.

Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

If part of your complaint is about us not meeting legal rules around sales and marketing, we’ll make sure we review this. We can make amends in line with the industry regulations.

Every three months we share how many complaints we’ve had and how long it’s taken to resolve them. This holds us accountable to you – and it helps make sure we do better next time.

While we know that making a complaint can be emotional, we also need to keep our team feeling safe. This means that, on rare occasions, we might need to pause communication. This will only ever happen if:

• Our team is threatened, insulted, or harassed
• Offensive or threatening language is used
• There’s a refusal to accept the next stage of the complaint process
• The same complaint is raised repeatedly after a conclusion has been reached

• Complaints handling procedure (PDF, 209KB)