OVO boiler and home emergency cover

Looking for help with your energy? Visit the OVO Energy help and contact page.

Got a boiler and home cover question? Call 0330 102 8905.

• If your call is urgent, use Option 1 for new faults and existing claims
• Want to make an appointment? Use Option 2 for our services department
• Got a question about your policy? Use Option 5 for customer service

National Gas Emergency Service: call 0800 111 999.

Other ways to contact us

• Write to us: OVO Energy, PO BOX 3129, Worthing, BN11 9QS

• Call us: 0800 254 5303. The team is available 9am to 5pm, Monday to Friday (closed Christmas Day, Boxing Day, and the 1st and 2nd of January). To help continually improve customer service, calls might be recorded
• Email us: [email protected]
• Write to us: OVO Energy, PO BOX 3129, Worthing, BN11 9QS

Please remember to include your name, policy number and/or full address when emailing us or writing a letter. So we can get back to you without a delay.

What happens next

We aim to get back to you as soon as possible to acknowledge your complaint. We’ve got up to 8 weeks to issue a final response letter to you. However, we aim to resolve your complaint as soon as possible and we’ll keep you updated on the progress of your complaint from the start.

What to do if you’re not happy with the outcome

We’ll do our best to help out by resolving your complaint fairly and quickly. Once we have completed an investigation, we’ll provide a final response letter outlining our decision and the reason behind it. We’ll ensure you are kept updated on the progress of your complaint throughout the investigation.

However, if you’re not happy with our final response, or in the unlikely event that it’s more than 8 weeks since we’ve responded, you may escalate your complaint.

If you’re unhappy with our final response you can escalate your complaint using one of the channels below:

If it’s about boiler cover

If your complaint is about how your policy was arranged, ask the Financial Ombudsman Service (FOS) to review your case.

• Phone them: 0800 023 4567
• Email them: [email protected]
• Write to them: The Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

If your complaint is about an aspect other than the arrangement of your boiler insurance, refer your complaint to the Channel Islands Financial Ombudsman (CIFO).

• Phone them: 01481 722 218
• Email them: [email protected]
• Write to them: Channel Islands Financial Ombudsman (CIFO), PO Box 114, Jersey, Channel Islands, JE4 9QG

If it’s about a boiler service or Home Recover repair

Ask UtilitiesADR for help – they offer free support and advice for dispute resolution.

• Phone them: 0203 598 7390
• Email them: [email protected]
• Write to them: Utilities ADR, 12 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW

Our complaints data summary – published in line with the Financial Conduct Authority guidelines.

OVO Energy boiler cover privacy policy