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

sorry but ringing that number is just a normal customer service number. It gives me no option to speak to anyone unless I’m a “vulnerable customer” which I’m not. 
So not sure what help you’ve provided here. 
maybe you can look for me if you work at ovo ?

@yuna1971 a good way to contact ovo is via private message on their twitter or facebook pages.

The ovo staff their have access to your account. 

Include your name, address,  account number and date of birth for security purposes in the private message. Ask them to check if your email complaint has been received.

They usually get back in 24 hours in my experience in the week. 

Useful as you will have a date and time stamped audit trail, including the name of an ovo employee

My topic being moved/deleted again I didnt want to have to post everything again, in tears from trying to talk to someone on phone from OVO he again threatened to send my “5k debt” to credit recovery agencys there is no way I can speak to someone on phone some common sense.

I am a disabled person on priorty register, I never had my meters read since I moved here just before covid and was with SSE, so I underpaid my electric bill for a long time and used alot of electric with being at home all time. Being moved to OVO and finally was able to work out how to give them metre readings because the one time they came out the guy has read the wrong meter. Ive had silly stuff like one month i used £400 in electric then  used £1000 in electric till I started giving my own manual meter readings now its normal. As a single person in a 1 bed flat on benefits thats not right. In november and december since I’ve starting giving readings it works out I’m using about 12 units of electric a day or about £150 a month it even says on they website im using less that £5 a day, so they can see like everyone ive cut down on electric. Yet they have lumped on 3 years worth of built up electric in one month aka I now owe £5000, when i try to explain this no one ever listens.

Sorry trying to explain it best i can with my disabilty, I have emailed the CEO and Ofgem have decided to rule something where it works out Ive used 33 units a day over 3 years or something, seeing how the past two months I’ve only used 11-12 units per day and they can see this, if I accept the ruling I’d be paying for electric I’ve used in past not now at current electric prices, I’ve never had my metre read but cause OVO bought out SSE they are using SSE estimates as manual meter reads in past, but I cant talk to no one about this, dont know where to get help.

Hopefully that explains my situation some, I am thinking of going to court for discrimination over this through if I accept Ofgems decision I read that my case wont be sucessful, but the amount of tears and mental health stress this has caused me saying I owe £5000 when they can see I  only use 12 units a day, i used alot of the past electric during covid not now, I dont think I can upload bills here to show, and every time I post here seems my post gets deleted.

Also I tried to apply for customer support package, I got sent a throwover yet got 2 emails back saying they cant find my account data? And when i called now it is closed so I cant get any help. Theres no help for disabled people on phone at ALL. Can anyone offer any advice, sorry for long post I have learning disabiltys but trying to explain best I can. Thanks Wolfgang.

Hi this is the ofgem decision if it helps people understand my  question about if to accept it or not and what to do:

Conclusion

I have concluded OVO Energy failed to provide you with the appropriate customer service, and I am not able to determine if the readings provided are correct based on the evidence you have provided.Therefore, I have requested for the following actions to be completed: Change the opening reading to 17442 on the 16th June 2022 , provide an apology and £100.00 goodwill to credited to your energy account. If you have any questions, please contact me on 0 or send me a message online, using our complaint management system where I will be able to respond directly to you.

Outcome: Upheld

Remedy 1

Remedy: Action

Comment:

Apply the reading 17442 for the 16th June 2022 as the opening reading. 

Remedy 2

Remedy: Action

Comment:

Issue an apology for the shortfall in service and any inconvenience caused.

Remedy 3

Remedy: Goodwill

Value £: 100.00

Comment:

Provide £100.00 as goodwill payment to your energy account, as a goodwill gesture for the shortfall in service and any inconvenience caused.

No consumer comments found ...

Decided by *removed name* on 20 Dec 2022 at 08:58
You can download this decision as a PDF letter 

This is shocking to hear!

I hope you get your issue sorted in the most respectable way you deserve.

1.  What is the agreed response time to a formal complaint sent to the complaints@ovoenergy.com email address ?
2. where can I find the published details of Ovo’s performance against that response time ?

There is a link to a performance report on this page

https://www.ovoenergy.com/feedback

Also details of the industry standard 8 weeks to resolve a complaint before taking it to the Energy Ombudsman if still necessary. 

Thanks Jeff,  agree re. 8 weeks to resolve a complaint, can’t see an agreed timescale for Ovo’s initial response to complaints i.e. acknowledge complaint within X number of days, provide full response within Y number of days etc.

This was removed some time ago, i can't remember when. 

So there is only the mention of 8 weeks or an earlier dead lock letter now if one is issued. 

No intermediate timescales directly related to complaints.

May i ask why you are interested?

I don't work for OVO, am just a customer who regularly posts on the forum. 

I would like everyone to know that OVO have made another mistake with my Account, the fourth to be exact. This time OVO have charged me £10 for a missed payment on an Account that was over £200 in credit????? 

If that wasn't enough I have tried three times to rectify their error over 21 days, and still nothing has been done.

I have lost total confidence in OVO's ability to manage my Account properly.