Our complaints performance
We’re on a mission to make energy better, and we take pride in offering great customer service. We also know there’s always room to do more. That’s why we regularly review the feedback we get from customers about how we’re doing – and where we can improve.
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75% of customers who contacted us in 2023 were “satisfied” or “extremely satisfied” with our service.
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We’re rated “Excellent” on Trustpilot, with over 80% of our reviews getting 4 or 5 stars.
Keeping you updated
We’ve committed to updating this page so that we’re transparent about how we can do better for our customers. We can’t promise to always get it right. But we can promise that we’ll learn and improve.
In summary: our performance over the last two quarters
Every quarter, we review and publish data on all the complaints we’ve had as a business. You can see our reporting from April to September 2024 below.
Complaints received
| Time period | Total complaints received | Complaints per 100k customers |
|---|---|---|
| July to September 2024 | 126,743 | 2,009 |
| April to June 2024 | 135,899 | 2,119 |
Complaints resolved
| Time period | Total complaints resolved | Complaints per 100k customers |
|---|---|---|
| July to September 2024 | 122,589 | 1,943 |
| April to June 2024 | 144,757 | 2,258 |
Time to resolve complaints
| Time period | By end of next working day | Within 8 weeks |
|---|---|---|
| July to September 2024 | 72.7% | 92.5% |
| April to June 2024 | 64.2% | 85.6% |
Top reasons for complaints
Each quarter, we share the main reasons for customer complaints and outline improvements we're making. Below are the top reasons for complaints received between July and September 2024.
1. Customer Service
36.4%
Any issues with the services provided by OVO.
2. Payment issues
17.0%
Any complications with the setup or functionality of our customer’s payment method across all payment types.
3. Smart billing and meter reading issues
10.1%
Any problems with the presentation of bills, including incorrect bills and billing frequency, for customers who own a smart meter.
4. Debt & Debt-related disconnections
8.6%
Disconnections or issues related to debt management for our pay monthly customers.
5. General billing and meter reading issues
8.3%
Any problems with the presentation of bills, including incorrect bills and billing frequency, for customers who do not own a smart meter.
Not happy about something?
We’re here to help. If you have a complaint, you can let us know and we’ll work to get it sorted as quickly as possible.