Rank 2

Solved

How do you escalate a complaint?

Forum|Forum|3 years ago
June 23, 2023
15 replies
2723 views

How do you escalate a complaint to stage 2?

I have no final statement for gas after 7 weeks. No one is allocated to produce the final statement so Customer services say that the complaints department won’t speak to me. I wait on hold for 50 mins. They put the phone down without speaking when I finally get through.

How do you get through to this company?

Best answer by M.isterW

Updated on 22/07/26 by Abby_OVO

Our full complaints process can be found here. Once you’ve raised a complaint you’ll receive an email outlining the details of your complaint and the complaints reference number. If the agent handling the complaint is unable to resolve it, or you’re unhappy with their proposed resolution, then your complaint can be escalated to ‘second escalation’.

Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
The customer care team isn’t able to solve your complaint quickly
You’re not satisfied with what we’ve suggested

If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, Chris Houghton.

Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.

Send a complaint to the "complaint" email address. Make it very clear that it's a complaint and state exactly what you want OVO to do. Tell them that you expect this to be resolved in 8 weeks or you will take the issue to the ombudsman.

If it isn't resolved in 8 weeks raise it with the ombudsman.

Blastoise186

Super User

Hi @Jam ,

It’s all documented at https://ovoenergy.com/feedback. Live Chat is the fastest way.

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J

JamAuthor

Rank 2

Useless. I went on Live Chat - they say you have to ring in. They are only customer care.

Care? What care?

Blastoise186

Super User

All the other contact options are listed there as well.

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Blastoise186

Super User

By the way, if it’s about MyOVO not being back up for you yet (which seems likely given your posting history), then I can save you some time there.

No amount of complaints will bring it back up for you any faster. You’ll just have to wait. OVO are working on it but it’s not an instant process.

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JamAuthor

Rank 2

Don’t worry I switched providers as soon as they took the account away.. I’m trying to get out of OVO now and get my refund from them. They haven’t recognised I’m with another provider or that they owe me money.

I followed your advice to go on webchat but was told ‘ we are customer care - we can’t deal with complaints - you have to telephone’.

When I telephoned they said ‘ Complaints dept won’t speak to you as no one is allocated to produce you a final statement’.

So in other words no one at OVO is available to help me. So I emailed the CEO.

M.isterWSolved

Rank 6

Updated on 22/07/26 by Abby_OVO

Our full complaints process can be found here. Once you’ve raised a complaint you’ll receive an email outlining the details of your complaint and the complaints reference number. If the agent handling the complaint is unable to resolve it, or you’re unhappy with their proposed resolution, then your complaint can be escalated to ‘second escalation’.

Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
The customer care team isn’t able to solve your complaint quickly
You’re not satisfied with what we’ve suggested

If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, Chris Houghton.

Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.

Send a complaint to the "complaint" email address. Make it very clear that it's a complaint and state exactly what you want OVO to do. Tell them that you expect this to be resolved in 8 weeks or you will take the issue to the ombudsman.

If it isn't resolved in 8 weeks raise it with the ombudsman.

1992 4 bed detached house. Solar PV + battery, Zappi EV charger, Mitsubishi Ecodan ASHP and i-life2 fan assisted radiators.... No gas 😊

Jeffus

Rank 20

@Jam

The ofgem compensation payments under the regulations for all suppliers for switching are pretty clear. Although something strange is going on if ovo are not even recognising the switch.

So if your final bill was over 6 weeks from your actual switch date you should automatically get £30.

If this isn't automatically paid in 10 days you can claim another £30

If the refund isn't paid within 10 wording days of your final bill you should automatically get £30 compensation.

If this isn't automatically paid within 10 working days you can claim another £30.

A

AlanMoorcroft

Newcomer

I sent an email to the normal address and also *edited by moderator* I had a phone call from the complaints manager within an hour.

*edited by moderator*

Say no to net zero charges.

Blastoise186

Super User

Just a heads up. Phone numbers and email addresses for OVO that aren’t officially and publicly listed will usually get removed from the forum if posted here.

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