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

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.

If you’ve emailed in, you will get a response, don’t worry. However, may I please recommend against emailing in multiple times while awaiting a response. Every additional email you send in the meantime slows down the process because someone will need to read ALL of them before responding.

The email addresses on those two links are the best ones available. I’m not allowed to give out the direct email addresses of any OVO/Boost employees or teams beyond those that are publicly listed by OVO and Boost.

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.

After another wasted hour talking to the Resolution team I realise that it has the wrong name, even though they OVO that is brought to my attention the fault they had made, they have not resolved the issue from August 2021 to now (Oct 2022) however they are particularly good at telling you it has been passed on, and on and on and on and on and on and on etc

I am not expecting a good outcome because I find myself getting increasingly frustrated with their “we need to pass this on” attitude. I don’t know what they would be like with a more complex issue than an erronious transfer………...14minths and counting

Hey @Kevinrc,

Sorry to hear this.

Please find more about the complaint procedure on our website.

If you have an active complaint it needs to be escalated if you are unhappy with the resolution, if no resolution is met within 8 weeks or we have provided your with our deadlock letter, then you have the option to refer your complaint to the Energy Ombudsman. 

You can also contact the complaints team through email complaints@ovoenergy.com.

We don’t have access to your account here at the Forum, so please if you have a question let us know if we can help? We can offer general advice. You mentioned an erroneous transfer… Can you please provide more information about your issue?

Hi , I sent a complaint using the complaints email address at OVO and havent had a confirmation of it, or anything to say they have it. I am only presuming they have. 
How long do they take to get back to you?...with anything?

Hi @yuna1971

To quote the OVO official stats

61.24% are resolved by the end of the next working day 

92.49% are resolved in 8 weeks. 

Given the general speed of email with the majority of companies these days i would be tempted to phone or use web chat if you haven't heard back by next week. Best not to try Monday.

Feel free to post details of your issue here if you would like other customers to see if they can help in the meantime. Obviously don't post personal information 

It is very very complicated. I’m hoping they don’t sort it as I only complained as I have to do that before the ombudsman. I wouldn’t be able to explain it. Let’s just say - they have messed up my account big time.

should I contact today on the chat?

trouble is the chat thing you just get some numpton , how will they be able to tell me if a complaint received? 

Hey @yuna1971,

I’d advise calling support on 0330 303 5063, you can then raise a complaint then and there. If they’re not able to resolve your complaint it can then be escalated. 

If you feel it would be too hard to explain over the phone, you can get them to search your email address and they should be able to see the email you’ve sent. 

You can find out more about our complaints procedure here. You can also post your issue here on the Forum and we can see if we can offer some helpful advice?

Hope this helps.