Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

Thanks for the quick reply, Emmanuelle. I’ve raised a complaint twice so far.

The first one was #2147198 raised on 11/10/2023. This one appears to have been closed without notifying me, and with no satisfactory conclusion on my part.

The second one is #22080051 raised on 28/11/2023. I was promised a reply within two weeks, but heard nothing. I chased this up by phone on 12/12/2023,and managed to speak with Joe in the complaints department. He put me on hold, and then transferred me to the South Africa call centre. There I spoke to Malika who explained how there had been a correction in my account, agreed that I was owed money, and stated that she was unable to authorise any payment to correct the situation.

I have no faith in raising a third complaint, as the OVO complaints department have completely failed me twice.

I will wait until the new year when your office festivities are finished, your staff might be able to focus on   resolving this satisfactorily.

I had a dual fuel account with OVO at my previous address for some 10 years, and thought OVO were a great company.

My current experience is that OVO are probably the worst company I have ever had to deal with. Sadly there appears little appetite amongst those I have interacted with to improve my ‘customer experience’.

Hey @NBones 

Did you manage to get the SEG reading submitted?

Jeffus left all the best ways to get in touch to do so. Let us know how you got on.🙂

Frustrating that you’ve already raised a complaint to no avail. I’ll ask Forum_Support to reach out @JohnMildenhall, please keep an eye on your private messaged. 

Thanks Emmanuelle. It should be easy to rectify the problem when someone at OVO takes responsibility to sort it out. I’ll look out for more messages.

Try 0330 1027400.  Its the “advanced resolution” team.  Not resolved anything for me but maybe worth try and they do seem to pick up your call.  They gave me a new higher level complaint number and referred the matter back to the FIT team.  They will attempt to chase the person holding the case but if that person doesn’t get back to you, there seems to be little they can do.  

Hey @lionise,

Really sorry to hear of the experience you’ve had,

If you want us to check how our 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. Contact customer support and and ask for an internal review.

Our complaints team will do everything they can to resolve your complaint as quickly as possible. However, if it’s taken over 8 weeks, you can speak to the Energy Ombudsman. 

You can find out more about their contact details, as well as our full complaints procedure, on the website here. 

I’m so sorry to hear this, and that you haven’t had a response before now. 

There is the option to raise a complaint if you’re unhappy with the experience you’ve had. 

OK A Complaint has been raised Complaint number 21939937 on the 16/11/23  would you like to update BECAUSE l still haven’t had a responce.OVO really is a shambles of a company.

I’ve asked our Forum Support team to send you a private message to take some details and find out the latest with your complaint, @Anndot. Please allow us till the first week of January to pick up your reply. 

I called again and to my surprise managed to get through to the FiT team!

They told me that they can’t stop payments of deemed FiT exports which I find surprising.

However, they said that they can bring the central register up to date if I send the revised electrical schematic to fits@ovoenergy.com. I explained that I had been sending emails to that address since last October and had never received a response and had last sent them the schematic in December. The FiT team member apologised and promised that emails are now being actioned...