Your best or worst complaint experience - share and discuss!


Userlevel 7
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  • Community Moderator
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In true OVO spirit, being open and honest about the fact that, sometimes, things go wrong, we want to hear from you.

When was the last time you raised a complaint? Who did you raise it with?

Whoever it was (us included), we'd love to know what your experience was like. Was it picked up and resolved quickly? Were you kept up to date with what was happening along the way or were any promises made and not kept?

Give us all the details, good or bad - we’ll look at the feedback you give and see if we can incorporate any improvements to our own complaints procedure.

If you want to find out more about how OVO Energy handle complaints, you can here

Get posting, we look forward to reading your comments and seeing what others have to say.

11 replies

Userlevel 7
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So I've had the necessity to raise a complaint as my annual usage statements where not being generated by the computer and the deparent responsible for providing them kept issuing nonsense and inaccurate information. It took the complaint handler a month to finally resolve it but we got there in the end. My complaint was upheld and was given Gesture of Goodwill as an apology.

Whilst the actual complaint handling process and resolution was perfect - actually getting through the first line of defence - customer care team, is an absolute nightmare and I recall having to be very specific and direct in making the agents lodge a complaint in the first place. I know two other customers whom aren't on the forum who had the same issue getting through to complaints but agree that once through to complaints everything was resolved satisfactorily.

Anyone else got any experience of complaints at OVO?
Userlevel 7
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Hey @Mattj3135 thanks for the feedback, we do try our best to get it right, but when it doesn't go that way, feedback like this is so valuable to help us improve.

Look forward to seeing what others have to say on this one and don't forget we'd love to hear about any good or bad experiences with other companies as we like to see what others do.

Keep sharing your thoughts and feedback!

Darran
Userlevel 7
Badge +4
No worries @Darran_OVO! The positive which makes you stand out from the competitors (given I've been with 3 others and had to complain about all of them) is that when you raise a complaint the complaint handler takes full ownership of the issues being raised, make follow up commitments but crucially the complaint handlers stick to these making a huge difference as the competitors often fail to do these things and you spend copious lengths o time being passed from department to department as no one will take ownership - OVO do and it was one of the major issues of me deciding to stay should anything go wrong in the future. (I seem to be a bit of a shite magnet)

Hope this helps
Userlevel 6
Badge +3
Morning all

I have made a complaint to a company (not yourselves) which is still ongoing.
I made a complaint after receiving very poor customer service in store.
After making a complaint online, it took 4 days for someone to contact me (who did not have the right information!). She said she would look into it, review CCTV etc and get back to me within a day or two.
Last week I received a call from a different store member saying it was still being investigated, but they would like to send me a voucher as a goodwill gesture.

It has been just over 2 weeks since the complaint was made, and whilst I know it needs looking into, I think 2 weeks is too long to be dragging things out.
Userlevel 6
Badge +2
Emma_G wrote:

Morning all

I have made a complaint to a company (not yourselves) which is still ongoing.
I made a complaint after receiving very poor customer service in store.
After making a complaint online, it took 4 days for someone to contact me (who did not have the right information!). She said she would look into it, review CCTV etc and get back to me within a day or two.
Last week I received a call from a different store member saying it was still being investigated, but they would like to send me a voucher as a goodwill gesture.

It has been just over 2 weeks since the complaint was made, and whilst I know it needs looking into, I think 2 weeks is too long to be dragging things out.



Argh, how frustrating! Thanks for sharing your experience with us @Emma_G - we hope you get things resolved quickly!

When you raise a complaint, what is the most important thing to you? Is it timescales, goodwill gestures, having the same complaint handler etc? It would be good to know so we can make sure we're on the right tracks too.

Lucy
Userlevel 6
Badge +3
Hi @Lucy_OVO

For me personally, it is feeling like my complaint is being taken seriously, especially as I am not usually one to complain. Speaking to the same person would be great, so you dont have to keep repeating what happened/ your version of events.

Whilst I have been offered a goodwill gesture, it does not feel resolved - in fact it feels like they hope it will undo what has been done, when the reality is very different.
Userlevel 6
Badge +2
Emma_G wrote:

Hi @Lucy_OVO

For me personally, it is feeling like my complaint is being taken seriously, especially as I am not usually one to complain. Speaking to the same person would be great, so you dont have to keep repeating what happened/ your version of events.

Whilst I have been offered a goodwill gesture, it does not feel resolved - in fact it feels like they hope it will undo what has been done, when the reality is very different.



That's what we try to do at OVO - we make sure a Complaint Resolution Specialist is assigned to handle your complaint and see it through from start to finish, so its good to hear that you think that's an effective way to do things!

Lucy
Userlevel 2
Why are there no "complaints experience" reports/comments since the original batch (all made 10 months ago)?
Userlevel 1
There are a lot of us on other threads unhappy about the data being turned off for our smart meters, mods can you help as this really does seem unfair.
Userlevel 5
Badge +2
Hey @kooks - our very own Head of Product has responded to these queries here: https://forum.ovoenergy.com/ihd-in-home-displays-64/why-are-ovo-disabling-the-real-time-smart-usage-features-1746/index2.html

I've also moved your earlier post over to this thread - to make it easier for others to find.
Ovo are very quick to send feedback requests out when they think the experience has been good. But they don’t send them when it’s been a poor experience.
Come on Ovo. A bit more transparency would go a long way.
There isn’t even a category for “customer feedback” on this forum.
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