If we’ve got something wrong, let us know so we can 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.

Detail Info Section image

Our promise to you

We treat every complaint seriously. We’ll take time to listen, investigate, and keep you updated along the way.

Doing our best to fix the issue:

We’ll listen carefully to what’s happened, make a detailed record, and try to solve the problem straight away.

Investigating things further:

Our team will find out what went wrong and why. We’ll be in touch to share what caused the issue and any other information we have.

Working with you to find the right result:

We’ll discuss the next steps and explore what you’d like to happen. Together, we’ll work towards a solution that feels right for you.

Stage 1: Looking into your complaint

When you first contact us about your complaint, we’ll ask for:

  • Your name and address

  • The best way to contact you

  • Details of your complaint

  • Evidence to support your complaint (if applicable)

  • What you’d like the outcome to be

Our team will make sure they understand your complaint, then investigate what’s gone wrong, and work out how to put things right. We’ll try to solve your problem as quickly as possible. And we’ll explain to you what needs to be done and how long it should take.

After investigating your complaint 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 ones that are more complex might need more investigation.

Our team will work with you through to the final resolution.

Contact us to make a complaint

To make a complaint you can get in touch by phone, email, or post. The contact details will depend on the product you want to discuss:

EV chargers

Charge Anywhere (our public charging add-on)

Solar panels

If you paid your deposit after 1 April 2025, you’ll need to raise a complaint.

Vehicle-to-Grid (V2G)

You can also write to us

You can post your complaint to us at Zero Carbon Living Product Complaints, OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ

Stage 2: Escalating your complaint externally

If we’ve given you a final response and you’re not satisfied with the resolution, you can choose to take your complaint further for complaint mediation. 

We’ll give you a letter confirming our final position so you can seek independent advice and support.

The product your complaint is about will determine the escalation route that you take.

Where to escalate your complaint

EV chargers

We’ll let you know which of the following to escalate your complaint to:

The National Association of Professional Inspectors and Testers (NAPIT)

Citizens Advice Bureau

Charge Anywhere

Customer Dispute Resolution Ltd (CDRL)

Solar PV

The Home Insulation and Energy Systems Contractors Scheme (HIES)

Vehicle-to-Grid (V2G)

The Energy Ombudsman

Our complaint handling statement

Read statement