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Best answer by nealmurphy

Updated on 20/08/26 by Abby_OVO

 

Hi @Simon Tate 

Sorry to hear you are having issues.

If you wish to make a complaint to OVO then the best place to start is here: https://www.ovoenergy.com/feedback

 

The quickest way to raise a complaint is to call or email us. You can reach us via a British Sign Language Interpreter too. Please let us know as much as you can about the problem. We'll also need your OVO account number, address, and contact details.

 

We’ll sort your complaint straight away if we can. If we’re not able to, we'll:

  • Let you know what will happen next and how long we expect it to take

  • Ask how you'd like us to contact you

  • Keep you updated along the way

  • Share if there's any support available from services outside of OVO

 

 

How to contact 

 

Call us

Pay Monthly customer 0330 303 5063 Monday to Friday, 9am to 5pm Pay As You Go customer 0330 175 9669 Monday to Friday, 8am to 8pm and weekends, 9am to 5pm

 

Email us

complaints@ovoenergy.com

 

Chat to us

Message us online

 

Write to us

OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ

48 replies

Show previous replies
Newcomer
sweetnoeli
Newcomer
January 27, 2023

We have a major ongoing issue and have lodged a complaint, how do I contact the complaints department when I work 7am-5pm??

BPLightlog
Super User
BPLightlogSuper User
Super User
January 27, 2023

Here’s all the contact details https://www.ovoenergy.com/feedback

Bring me Sunshine ~ E&E {Solar PV, Battery Storage, Hybrid EV, ASHP and Home Assistant automation}
    Newcomer
    sweetnoeli
    Newcomer
    January 29, 2023

    Thanks for that, still does t explain how to get in touch about a complaint when the only hours the phone lines are open is 9-5! Any ideas anyone?? 

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    January 29, 2023

    You can use the email address on that page 24/7/365 to get in touch as well if it’s complaint related.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Emmanuelle_OVO
      Retired Moderator
      Emmanuelle_OVO
      Retired Moderator
      January 30, 2023

      Hey @jcallaghan23,

       

      I’m really sorry to hear this,

       

      I’ll get Forum_Support to reach out, please keep an eye on your private messages. 

      Renewable Energy? Big Fan.
      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      April 20, 2023

      You might want to try complaints@ovoenergy.com . If it’s been assigned, someone will pick up your message there

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 27, 2023

      We ask that you keep to one thread on this Forum mostly because it keeps things neat and tidy, reduces the workload on the Forum Moderators but more importantly… Makes it easier for everyone to keep track of what’s been said.

      What you post here however, is independent of anything done by OVO internally - this Forum runs on a separate system.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      October 27, 2023

      You can use this link: https://forum.ovoenergy.com/inbox/overview to quickly see any PM’s you’ve not yet read.

      Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
        Newcomer
        headlight
        Newcomer
        November 1, 2023

        I raised a complaint nearly 3 weeks ago due to not being able to top up my gas meter due to Ovo not providing me with a top up card, missed engineers visits etc.

        On a Web chat nearly 2 weeks ago when I asked about my complaint I was told it had been closed the same day I had raised it as it had been resolved .

        It hadn't been resolved so I registered the complaint again.

        Now 2 weeks later I still haven't heard anything about the complaint and my problem still hasn't been resolved.

        I was told I would be contacted within 24 hours about the complaint.

        Is this the standard of customer care I can expect from Ovo who have just taken my supply over from SSE ?

        Newcomer
        headlight
        Newcomer
        November 1, 2023

        I have just been offered £25 compensation via the Web chat.

        I am disabled so on your "priority " list. 

        I had no gas for 21 days.

        I had 2 failed engineers visits, 2 failed blue flash card delivers, sent to a shop to pick up a card you had arranged for me to collect but there was no card there and the shop knew nothing about it.

        I was repeatedly told that a card had been posted out to me but 23 days later I have still not received a top up card.

        I had to move out of my flat because I had no gas.

        £25 compensation is a joke.

        Show more replies
        Terms & ConditionsAccessibility statement

        OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

        OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

        OVO (S) Gas Limited is part of OVO Group Ltd