Can we do better?

We’re sorry to hear that things haven’t gone as they should. Thank you for taking the time to let us know – it’s really important to us that we hear about any issues. Then we can try to fix them for you, and stop this happening for others too.

Our promise to you: we treat every complaint seriously. We’ll take time to listen, investigate and respond, keeping you updated along the way.

You can get in touch in whichever way is easiest for you.

Please let us know as much as you can about the problem. We’ll also need your OVO account number, address, and contact details.

The quickest way to share a complaint is by calling or emailing our Customer Care team. They’re on hand to help.

You can reach us via a British Sign Language Interpreter too. Find out more about how this works.

We’ll sort out your complaint straight away if we can. If we can’t, we’ll let you know what will happen next and give you an idea of how long we expect it might take. Then we’ll keep you informed along the way.

As part of the process, we’ll also let you know if there’s any support you could get from services outside of OVO. We really want to make sure you’re getting all the help you’re entitled to.

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

If your complaint is passed to this team, you’ll be given a dedicated complaints handler. They’ll get in touch with you, to make sure they fully understand what’s happened and how it’s affecting you. They’ll also ask what you’d like to happen, so we can reach a solution you’re happy with as fast as possible. They’ll also keep you informed on their progress as they work towards the solution.

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

We really want to make sure you’re satisfied with how we’ve done things. If you want us to check how our team has handled your complaint, you can ask for an internal review.

You can do this at any stage of the process. Even if you’ve agreed to a solution with us, you might then decide it wasn’t the right one. Contact us by using the details in the section above called “Step 1 – get in touch” and ask for an internal review.

We will do everything we can to resolve your complaint as quickly as possible. In a small number of cases it might take longer and if it’s taken over 8 weeks, you can speak to the Energy Ombudsman. We may also write to you with a final decision that you disagree with. This is called a ‘deadlock’ letter and you can also speak to the Ombudsman if you are unhappy with our actions. The Energy Ombudsman provides a free, independent service.

They’ll review what’s happened and how we’ve handled your complaint. First, they’ll look at everything we’ve done so far with your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

Here’s how to get in touch with them:

• Phone: 0330 440 1624 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
• Email: [email protected]
• Website: www.energyombudsman.org
• Post: Energy Ombudsman, PO Box 966, Warrington WA4 9DF

Helpful to know – you don’t have to accept their decision – but we have to.

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.

• Complaints handling procedure (PDF, 209KB)