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Why have OVO closed my ombudsman case but still haven't made FiT payments?

Forum|Forum|2 years ago
May 24, 2024
10 replies
641 views

I took OVO to the ombudsman because they didn’t pay my FIT after moving my account from SSE in August 2023. The ombudsman found in my favour and said OVO should pay by January 10th. They haven’t paid and they have closed the ombudsman case as completed. The OVO complaints department won’t talk to me as they claim the case is finished.
The ombudsman has contacted OVO nine times over incomplete remedies and OVO has not replied.
It is now the end of May 2024, I should have received three FIT payments but have had none.
I contacted my MP a few weeks ago, but I guess he will be busy with the election.
I am in despair over this. If any of you have any suggestions, or are in a similar situation I would be really glad to hear from you.

Best answer by Nukecad

Updated on 14/07/26 by Ben_OVO

If a company are not implementing an Ombudsman ruling then it's time to go to court.

You seem to have 2 issues here, back payment and ongoing payments.

With the Ombudsman ruling behind you it should be an open and shut case to get a court order telling them to pay you the back payments due up to the date of the court hearing.

One complication here being just how to set what amount is owed if the supplier isn’t giving figures for the Feed In.
If they still refuse to pay then you get the bailiff service to enforce the court order.

https://www.energyombudsman.org/faqs

How do I make a dispute about a resolution or remedy that has not been implemented?
You can communicate with your Dispute Resolution Executive via our Online Portal regarding any remedy that has not been implemented.
After 28 days since we issued our legally binding decision, you are free to pursue it's implementation in court, outside of our service.

Ongoing payments due after any court hearing may be a bit trickier, but you would try to get the judge to set a time limit for future payments in his/her order. Then if not paid on time they would be in breach of the court order and it’s bailiff time again.

PS. I do have a dispute with a different energy supplier who are also ignoring an Ombudsman ruling. In my case though they wanted money from me (18 months after I had left them) and I was disputing the amount that they could charge at that time, the Ombudsman agreed with me and told them exactly what they were entitled to charge.

Instead of charging what they could have done they just went silent, so I'm not particularly bothered unless they start up again. My case is still open at the Ombudsman.

If they do start demanding again I'll just tell them they are now too late to charge anything, to bog off, and I’ll see them in court if they want to try.

Our complaints process can be found here.

Nukecad

Solved

Super User

Updated on 14/07/26 by Ben_OVO

If a company are not implementing an Ombudsman ruling then it's time to go to court.

You seem to have 2 issues here, back payment and ongoing payments.

With the Ombudsman ruling behind you it should be an open and shut case to get a court order telling them to pay you the back payments due up to the date of the court hearing.

One complication here being just how to set what amount is owed if the supplier isn’t giving figures for the Feed In.
If they still refuse to pay then you get the bailiff service to enforce the court order.

https://www.energyombudsman.org/faqs

How do I make a dispute about a resolution or remedy that has not been implemented?
You can communicate with your Dispute Resolution Executive via our Online Portal regarding any remedy that has not been implemented.
After 28 days since we issued our legally binding decision, you are free to pursue it's implementation in court, outside of our service.

Ongoing payments due after any court hearing may be a bit trickier, but you would try to get the judge to set a time limit for future payments in his/her order. Then if not paid on time they would be in breach of the court order and it’s bailiff time again.

PS. I do have a dispute with a different energy supplier who are also ignoring an Ombudsman ruling. In my case though they wanted money from me (18 months after I had left them) and I was disputing the amount that they could charge at that time, the Ombudsman agreed with me and told them exactly what they were entitled to charge.

Instead of charging what they could have done they just went silent, so I'm not particularly bothered unless they start up again. My case is still open at the Ombudsman.

If they do start demanding again I'll just tell them they are now too late to charge anything, to bog off, and I’ll see them in court if they want to try.

Our complaints process can be found here.

I said, Hey - Watts going on.

M

mshealeyAuthor

Rank 4

Hi Nukecad. Thankyou for your reply.

My husband phoned OVO on Thursday 30 May 2024. The FIT office guy said he could see our FIT readings on our account and didn’t understand why they hadn’t been paid. He said he’d escalate it and we’d get an email within 24 hours telling us what was happening. We didn’t hold our breath and guess what, no email, no payment.

We plan to take your advice and issue a statutory demand for payment next week. If they don’t pay within three weeks we can apply to wind up the company.

We also got our MP Matt Western on the case but just after he wrote to them the election was called. So I’m not sure he’s going to be fully focussed atm

We are living in insane times

Jeffus

Rank 20

@mshealey I would also post an update on the OVO Trustpilot page and either the OVO Facebook or Twitter Feed if you use either of these just for visibility of the current status.

Also make the OVO CEO team aware of the latest developments even if you have done it before.

You could include a link to this thread

https://forum.ovoenergy.com/general-153/ovo-closed-my-ombudsman-case-but-still-hasn-t-paid-me-17845

It is a shame on two fronts, one that the OVO FIT processes still are not great that has been going on for years now and secondly that complaints are closed too early.

(Edited by moderator)

Abby_OVO

Community Manager

Hi @mshealey

I’m really sorry to hear about this and that you’re still having to try and chase your resolution.

I’ll have Forum_Support reach out to you to help and get the complaints team on this.

Currently Playing: She's Electric

M

mshealeyAuthor

Rank 4

Hi Jeffus and Abby Thankyou for your replies

I tried what you said Jeffus, but no reply (I didn’t have a reply when I emailed him before).

My Trustpilot review got a response at first and then a comment that she couldn’t help because it’s the FIT dept. She offered us the FIT phone number which we have already spent many hours waiting to talk to someone who then proves unable to help us.

Abby seems to have caused someone to take an interest but whether they succeed in moving the FIT dept remains to be seen

I will keep posting

(Edited by moderator)

M

mshealeyAuthor

Rank 4

3rd June: Telephoned the FIT dept for an update and they claim to have paid some of the money owing on the 8th May. But bizarrely, instead of paying it into our current account, they paid it into an account we closed four years ago. They claim that this account accepted the money (impossible according to our bank) and they’re not interested in chasing where it’s gone. They sent us a link to update our payment details !!!!!
I don’t understand who could change our payment bank account without our authority, surely a sackable action, or why OVO are storing our old data. Surely contrary to the Data Protection Act

The FIT office have not provided written confirmation of this so-called payment, or a statement. The phone call on 3rd June is the first and only time they mentioned it.

I really don’t know how to start chasing this money

As always Forum, all suggestions gratefully received