How can I make a complaint about my OVO Energy account?

Hello

When I submit a complaint via the preferred way of a web form at Want to make a complaint? | Our complaints procedure | OVO Energy, I get a little green notice on the page itself, but not durable confirmation that the complaint has been received. This is different from the email address, which has an auto response with a generic message. 

I don’t think that is ok, and I think every message should be acknowledged properly. (Ideally, I would like to get an issue reference as you would get with any modern issue tracker.) The lack of a response makes it difficult for example to follow up on any issues. 

So, do you think I should better communicate via email? 

I had the same issue, you will have to persevere on the phone to get anywhere.

I used the online form a week after asking for a formal complaint to be raised whilst I was on the phone to them.

A week later I hadn’t received any sort of response, so I wrote out my complaint in full, saved it as a PDF and emailed it in.

Two weeks later I still had no response and it was now four weeks after the original phone call.

I rang in and queried the lack of response or acknowledgement and I was amazed that the customer advisers do not get notified when something is submitted online. Apparently it just sits in a queue until someone actually gets around to checking them…given the current call queue times I suspect this will take weeks!

As for the lack of acknowledgement to my email the adviser had no answer as to why no-one had bothered to look at it and respond.

So for everyone who is happy with the OVO service will not realise the extent of the problems. Those customers who do have issues, although in the minority, are having to suffer at the hands of OVO.

Personally I cannot hold it against the advisers, they are dealing with massively increased call volumes as they now have the former SSE customers as well as the original OVO customers and I very much doubt the number of advisers in their call centre has increased much, if at all.

Hi @Simon Tate ,

To direct you to the right place, I need to ask you which side you’re intending to complain about. Please confirm whether it’s about:

• A Pay Monthly account, in which case it’d be https://ovoenergy.com/feedback 
• A Pay As You Go Account, in which case it’d be https://www.boostpower.co.uk/feedback

I think I have figured it out now. 
The way to go is to submit a written request by email. This does get linked to your account (no idea how, probably AI), but it does not get actioned (at least not for a few months in my experience). So, then you have to call up, and tell them to actually process it. So far, that seems to do the trick. 

I would not recommend using the chat feature. The people seem to be a lot less competent than on the phone, and this has caused me a lot of issues. 

So, then you have to call up, and tell them to actually process it. So far, that seems to do the trick. 

Umm… I’m not sure I like that idea as it’s incredibly load generating if tons of people start doing it. All you’ll end up doing is slowing down absolutely everything for everyone, so I’d personally advise against it. Trust me, 10 years in IT is more than enough to tell you that from experience!

This does get linked to your account (no idea how, probably AI),

I know many ways of making that possible. inSided has taught me a few tricks and platforms like Zapier make that incredibly easy to do. It can even just be a case that the support ticket system has an integration with the CRM (Customer Relationship Management) system and simply pulls in data from the CRM in the process of creating the support request.