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

Thanks, but it’s not!  I found out after I posted you have to ring the FIT team and ask to log a complaint.  I’ve “emailed Raman“ to suggest they update their website!

Hope you get somewhere. 
I looked through what I could see in the T’s & C’s and there’s no mention of a different route. 
OVO is a mandatory FIT licensee and they even mention this at the bottom of their standard complaints form. 

Thanks 😀

Seven weeks in and I feel like I’m banging my head against a brick wall!

Ovo have been paying me FITs since 2015.  Around June someone decided my system had an export meter and despite emailing several times they insist I must send them a picture of this non existent export meter.  Of course my payments are stopped in the mean time…

Spoke to a manager on the FIT line seven weeks ago and he agreed I don’t have an export meter; he would talk to the “back office” etc.  Phone them again yesterday because this quarter’s payments are now due and was told it would take “at least” another two weeks for the back office to remove the export meter from my account!!  Asked to speak to a manager and was told “they are not taking calls” !!!!!

Chatted with the complaints department who logged a case and advised someone would contact me withing three working days...

This morning I get a ”You’ve just been in touch with one of our Customer Care Advisors, how was the service?” text, but no one had spoken to me!!!

Chatted with Complaints again and they now say only the FIT number can take complaints on FIT issues, so my complaint with them has been closed!!!

Phone the FIT line again and log a complaint and allegedly someone will contact me in three working days….

Useless.

If complaints have closed your complaint I would go straight to the Energy Ombudsman and see what they say

https://www.energyombudsman.org/

That is unlawful.

There is only one complaint process under the ofgem legislation which includes FIT

This FIT customer recently used the standard complaint page and email address 

@Tim_OVO this isn't allowed under the legislation. OVO can't just close complaints.

I have similar issues with OVO. I was supposedly having my account transferred from SSE to OVO according to a letter dated Aug 23. Since then nothing has happened. All my emails to the fit team result in an automated reply to the effect that are too busy to respond. Phone call response is that I just have to wait. But they cannot say for how long or what the next step will be. I complained following their website process but that was not even acknowledged! I have now sent the details on to the contact Raman address but suspect that will not get any answer either. 

Am I able to switch to, say, Octopus, while my account is in limbo with OVO?

Hi sijulien, useless aren’t they! 🤦🏻

The only things I’d suggest are 1) phone the FIT team (0330 303 5063, wait for the IVR then choose option 4) and log a complaint if you haven’t phoned in already.  2) Contact the energy ombudsman… that’s going to be my next step if either the FIT complaints people don’t contact me in the next three business days or give me a sensible update.

I’d already started the process to switch my FIT payments to Octopus!  They emailed me on 19th October to confirm they would start the move process. I haven’t heard anything from them since then so emailed for an update last Friday!  Maybe Octopus are waiting for Ovo too..!

Jeffus, thanks for the link to the ombudsman 👍

Thanks elljay.  At last I have had a more promising (they are full of promises!) talk with them. My utility account with Shell is going to Octopus (not by my choice) so I will probably change to them for fits if I can ever get up to date first. The hours I have spent chasing this are ridiculous. Hopefully Octopus who have a good reputation are better than these rogues.

Hope you get somewhere, sijulien!  I’m with Shell for utilities and heading to Octopus too!

Hey @elljay,

I’m sorry to hear of your frustrating experience, 

If you’re unhappy with the goodwill payment offered by OVO, and they are unable to resolve your complaint within eight weeks, the next step would be the Ombudsman.

If you want us to check how the team has handled your complaint, you can ask for an internal review. You can do this at any stage of the process. Even if you’ve agreed to a solution with OVO, you might then decide it wasn’t the right one. You can contact OVO and ask for an ‘internal review’. 

You can find out about our full complaint procedure on the website.