How can I contact the OVO Feed-in tariff (FIT) team?

No, they are not all equally bad. I have been with Octopus for several years for my supply, having switched away from SSE. I wish I had switched my FIT at the same time, but it seemed an unneccesary hassle at the time. I switched at the end of November and they paid me for December on January 3rd. No hassle. Still waiting for the period up to the switch on 29th November from OVO. THEY ARE NOT ALL EQUAL

Hi Ruth

Well, on TrustPilot, there are unhappy Octopus customers. Admittedly small percentage (~4%), but still significant.

So, again, if you’re in the majority fine, but a percentage are still unhappy.

Unhappy is probably relative. In my experience just recently service slipped slightly after they took on a lot of new customers from failed companies. This means that emails that used to be helpfully answered within 3 days are now occasionally missed or take longer. But you can still always talk to the people who can help with your particular query if you phone, and you don’t usually have to wait very long on hold. They managed the FIT switch and the transition to SEG without hassle and now automatically apply my ‘export’ payment to my account on a monthly basis. Compare that with OVO and I think most people would give them a five star rating. (They’ve been awarded top for customer service by WHICH two years in a row which I think is significant). 

The Which survey can still be biased just like any other. TBH the only way to get a true idea in my opinion is to survey literally everyone in the entire country.

Take those surveys with a pinch of salt. They are only a snapshot at best.

Well I’m mainly going on my own experience during the last few years, and that of the people to whom I’ve recommended Octopus. What is really evident from experience and from this forum is that OVO are absolutely terrible. 

Be careful there as well. VERY few people ever come here to say they love being on OVO. The nature of this forum means 99% of the userbase only posts to do one of the following:

• Get advice
• Ask questions
• Complain
• Rant

Look at the forums for Bulb, E.On Next and Scottish Power and you’ll see the exact same thing. I should know as I constantly patrol this forum and my network keeps me informed about what happens elsewhere.

In actual fact… There has been cases where people have told us that being on OVO is the best thing since sliced bread for them, especially after bad experiences those people experienced with other suppliers - Octopus included. It’s ultimately down to you as an individual as to who you want your supplier to be, but it’s best to avoid taking a scorched earth approach over it.

Well of course they do - my point is a lot of people are having the same problems as me and most importantly those problems do not seem to be being properly addressed. Occasional mistakes are forgiveable, but failing to rectify them despite constant contact and complaint are not. 

Further update. Having been promised backdated payments for a eighteen months, I have just received a first statement paying me for 3 months.

Court proceedings started next week through small claims.

@EMMeadows Have OVO given any indication about when the other payments will be made?

Is this the older of the 18 months of payments you are due? 

Hey @EMMeadows,

I’m glad to hear you’ve finally received a payment but I’m sorry you’ve had to resort to going to small claims. 

We'd recommend using established routes to resolve your complaint. This includes an internal complaint or if it's been longer than 8 weeks you're entitled to approach the Energy Ombudsmen directly. More info on our complaints process here. As you can imagine we can't give any advice with regards to this claim. For any contact about that we would recommend that your legal representative contacts our legal team here:

OVO Legal team, OVO Energy Ltd. Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.