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fun2funky
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May 5, 2017
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Feed in Tariff (FIT) or Smart Export Guarantee (SEG) payments - who to contact if I have a query?

  • May 5, 2017
  • 135 replies
  • 6411 views
We are new to solar panels and have received only 2 payments so far, very disappointing does anyone else have a problem with how much they are generating and who should I contact!
Best answer by Tim_OVO

Updated on 15/08/25 by Abby_OVO

 

Great question to ask about your new solar panels, we’d love to help make sure you’re getting paid for that lovely solar energy. 🌞

 

The answer to this one will depend on when your solar panels were installed and registered with an export supporting energy supplier.

 

Before April 2019 and registered for the Feed-in Tariff?  You’ll be paid for both the energy you generate and the energy you export, so you’ll have a separate generation meter. The export reading can either be clocked by an export meter/smart meter or ‘deemed’ whereby we calculate it based on your generation reading. 

 

After April 2019 the Feed-in Tariff was replaced by the Smart Export Guarantee (SEG). This payment only covers energy you actually export which is clocked by your smart meter.

 

If you’ve got your FIT or SEG registered with us, we request the relevant readings at the end of each quarter (March, June, September, December) and you’ll receive your statement and payment for that quarter within 8 weeks. You’re able to submit any FiT or SEG generation / export reading directly with OVO’s support team, who can add it to an internal form and send it to the right team. 

 

How to get in touch with the FiT/SEG team

 

If you need to speak to our team about your Feed-in Tariff you can call 0330 102 7421 Monday - Friday from 9am to 5pm or email via fits@ovoenergy.com.

 

If you need to speak to us about your Smart Export Guarantee (SEG) you can call 0330 102 7421 Monday - Friday from 9am to 5pm or email via seg@ovoenergy.com.

135 replies

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elljay
Newcomer
elljay
Newcomer
January 8, 2024

Give Ovo eight weeks once you’ve raised a complaint with them and if it hasn’t been resolved then log an issue with https://www.energyombudsman.org/ 

    P
    Newcomer
    PeterCamb
    Newcomer
    January 18, 2024

    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... 

    Still nothing from the FiT team, so raised a complaint a week ago, no response to date.

    Just 7 weeks to wait before contacting the ombudsman...

      elljay
      Newcomer
      elljay
      Newcomer
      January 18, 2024

      Stick with it @PeterCamb !  I just cashed my £150 goodwill cheque from Ovo!  🙂

        P
        Newcomer
        PeterCamb
        Newcomer
        February 6, 2024

        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... 

        Still nothing from the FiT team, so raised a complaint a week ago, no response to date.

        Just 7 weeks to wait before contacting the ombudsman...

        Two weeks after emailing complaints@ovoenergy.com and getting no response other than the automated acknowledgement I took it to the top of OVO and emailed 

        Raman-complaints@ovoenergy.com and after nearly two weeks I have received no response whatsoever.

        Just over 4 weeks until I can register a dispute with Energy Ombudsman | Ovo Energy

         

          elljay
          Newcomer
          elljay
          Newcomer
          February 6, 2024

          Useless aren’t they!  Full of promises.  I didn’t get a reply from Raman’s team either…  The cynical among us might think Ovo are deliberately being useless so they don’t have to process FIT payments….

          I’m just waiting for my final FIT payment from Ovo then I’ll be with Octopus for FITs.  I haven’t received a statement yet and with the end of February being when I’d expect to be paid, I’m not holding my breath..!

          Stick with it @PeterCamb !

            Emmanuelle_OVO
            Retired Moderator
            Emmanuelle_OVO
            Retired Moderator
            February 7, 2024

            Hey @PeterCamb,

             

            I’m sorry to hear this, 

             

            The quickest way to get your complaint escalated would be to call the support team on 0330 303 5063. The full complaint procedure is detailed on the website. 

            Renewable Energy? Big Fan.
            elljay
            Newcomer
            elljay
            Newcomer
            February 7, 2024

            Hey @PeterCamb,

             

            I’m sorry to hear this, 

             

            The quickest way to get your complaint escalated would be to call the support team on 0330 303 5063. The full complaint procedure is detailed on the website. 

             

            Hi @Emmanuelle_OVO - in my experience that isn’t the right way to escalate problems with FIT issues.  You have to call the number you gave and choose the FIT team option once the IVR gives you the options.  I followed the procedure you link to and initially they told me they couldn’t log complaints about FIT and that I had to call the FIT team to log a complaint.  I told them I wanted to log a complaint about the FIT team because they weren’t responding!  They logged a complaint and then a few days later closed it without talking to me!  When I phoned back to ask why they told me again they can’t handle complaints for the FIT team.

            I did email Raman’s team and suggest the web page you linked to was updated to add the process for FIT complaints, but no one came back to me………….

              P
              Newcomer
              PeterCamb
              Newcomer
              February 7, 2024

              Hey @PeterCamb,

               

              I’m sorry to hear this, 

               

              The quickest way to get your complaint escalated would be to call the support team on 0330 303 5063. The full complaint procedure is detailed on the website. 

              Yes, @Emmanuelle_OVO - I’ve done all that. Frustrating waste of time.

              Just 4 weeks and one day until I can register a dispute with Energy Ombudsman | Ovo Energy

                P
                Newcomer
                PeterCamb
                Newcomer
                February 20, 2024

                Finally I got a response to my request made last year.

                The OVO FiT team emailed me on 16-Feb-24 to confirm that they had updated the Central FiT Register (CFR) with details of my upgraded system.

                 

                The only problem is that the Central FiT Register has not been updated.

                 

                Just 2 weeks and two days until I register a dispute with Energy Ombudsman | Ovo Energy

                  Emmanuelle_OVO
                  Retired Moderator
                  Emmanuelle_OVO
                  Retired Moderator
                  February 21, 2024

                  I’m really sorry to hear that the FiT register hasn’t yet been updated, I hope that when you escalate the complaint to the Ombudsman this is resolved ASAP @PeterCamb.

                  Renewable Energy? Big Fan.
                  Show more replies
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