Best answer by Transparent
So the first thing is to send an email to OVO's Customer Services, explaining what you've just written above. In practice this overpayment to OVO since November should be relatively easy to sort out, and I doubt that you'll need to invoke the Complaints Procedure.
OVO should be able to track your usage over the next few months, and calculate a ratio of what needs adjusting for the months between Nov17 and the date your Smart Meter was installed.
Your user profile doesn't tell me what Tariff you are on with OVO, but I hope it's 2-year fixed! :)
Obviously the more months over which OVO can track your usage, the more confidence will be built into the magic ratio which will be calculated.
In the meantime, you should start writing to the other Energy Suppliers from whom you've bought electricity over the past ten years, formally notifying them that you will be making a claim. This gives you time to assess their responses whilst you await for OVO's Magic Ratio (you don't really want to rush them for this!).
Ethical Electricity Suppliers will probably readily agree to a refund based on the Magic Ratio, although they may seek ways to reduce this.
There are three main factors which they might consider in order to totally reject your claims:
1. The meter may have only gone faulty last Nov. So you can't prove that the readings were exaggerated whilst they were your Supplier.
2. There is some legal horizon before which they have no liability to refund you anything. This might be the length of time you will have taken to raise the complaint.
3. They may state that you have made energy saving alterations to the house or knowingly adjusted your usage over the past 10 years. However, this argument is weakened by the fact that your claim is based on a ratio agreed between you and OVO, calculated over a period of a few months when you are not making such changes.
Should you face an outright rejection of your claim from any of the Suppliers, please ask here on the Forum for further advice. There are two main options
- Complaints Procedure followed by an appeal to the Energy Ombudsman
- Issue proceedings in the Small Claims Division of the High Court
There are merits in either route, and it will depend on why a Supplier is rejecting your claim.
Unless you have past experience of issuing a Complaint against an Energy Supplier, please get advice (here!). You need to avoid a lengthy correspondence and stick solely to the correct published procedure.
Hope that helps.
Keep us posted.