Skip to main content
L
Rank 1
Liberton
Rank 1
June 13, 2025
Solved

Complaint escalated to ombudsman but still not resolved?

  • June 13, 2025
  • 4 replies
  • 465 views

I made a complaint via the ombudsman last year which OVO stated they were at fault. Since then nothing has happened and my account is still not fixed. I have phoned a few times and used the chat. Keep getting promised a call and nothing ever happens. 

Best answer by Emmanuelle_OVO

Updated on 29/08/25 by Emmanuelle_OVO:

​​​​​Hey @Liberton,


I’m sorry for the issues you’re having, I can see Nukecad has given some helpful advice & resources already. I just wanted to add the following:

 

How to contact the Energy Ombudsman:

Citizens Advice:

If you need advice, you’re struggling financially, or you have a problem with your account, you can speak to Citizens Advice.

If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

4 replies

Nukecad
Super User
NukecadSuper User
Super User
June 13, 2025

As this is already an Ombudsman case then the forum can’t get involved.

However having had my own Ombudsman dispute with another supplier I know then process if the supplier is dragging their feet implementing what they have agreed or complying with the directions/recommendations of the Ombudsman.

You should log into your account on the Ombudsman Portal and put a message to your case handler on your Complaint file.
Your case handler will then prod the supplier to take action.

 

I said, Hey - Watts going on.
    L
    Rank 1
    LibertonAuthor
    Rank 1
    June 13, 2025

    I have a few times. Every time I contact OVO the ombudsman get a message 

    Nukecad
    Super User
    NukecadSuper User
    Super User
    June 13, 2025

    Have patience, it can take time but ideally your case handler is the only one that you should be going through whilst you have an active complaint open.

    Once a complaint is with the suppliers ‘Ombudsman Team’ then it is useless trying to contact anyone else at the supplier.
    The regular support staff will not interact (are instructed not to interact)  once aware that matters have escalated to the Ombudsman.

    You haven’t said just what your dispute is about, and as it’s with the Ombudsman we don’t really need to know as we cannot get involved once things are with the Ombudsman.
    But just in case it may be about debt then this article may be helpful:
     

     

    I said, Hey - Watts going on.
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVOSolved
      Retired Moderator
      June 16, 2025

      Updated on 29/08/25 by Emmanuelle_OVO:

      ​​​​​Hey @Liberton,


      I’m sorry for the issues you’re having, I can see Nukecad has given some helpful advice & resources already. I just wanted to add the following:

       

      How to contact the Energy Ombudsman:

      Citizens Advice:

      If you need advice, you’re struggling financially, or you have a problem with your account, you can speak to Citizens Advice.

      If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

      The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

      Renewable Energy? Big Fan.
      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd