Is there an email contact address to resolve complaint?

Thanks Blastoise

I have sent it to their office and personal email accounts.

But I don’t mind if some other department intercepts the email as long as it results in it being dealt with by someone senior enough to be above the gatekeepers and guardians who rely only on the script they are given to bat away enquiries.  

It seems all the usual and previous email addresses for OVO have been closed. One of the statements on the OVO website suggests that this is to make communication with customers more efficient, which in real-speak seems to mean making it as difficult as possible so that fewer can actually contact OVO.  This channels everyone to the ‘call centre’ which comprises these guardians and gatekeepers and to get anything actually done the trick is to find out how to get past them.

I have added below another email which seems to work. Perhaps this will circumvent these outer perimeter defences that OVO has constructed to shield itself from customers, and thereby isolate itself from their feedback over where things are going wrong. It may make for a quiet life in the short term, but it also leads to the decline of a company because it does not know what is actually going wrong with its products and/or services.

This email seems to work: *edited by a moderator: email address not in use*

Hello, I’ve just joined this forum and am a victim of the transfer from SSE. This discussion interested me in that after an initial flurry of activity by OVO in sorting a wildly inaccurate estimated gas bill, I have heard nothing for a month now.

A couple of phone calls and I was fobbed off by saying the “case” is still open. Nothing against the people I spoke to - they’re just reading from the script and are not in a position to resolve anything. As a result, I, doubtless along with many others, are passed along from pillar to post.

What this thread told me and I confirm that there is no way of contacting OVO by email. This bad for for all customers as it denies them to lay out their case in a coherent fashion and of course provides OVO with the opportunity to confuse, obfuscate, deny any such conversations took place and not provide any kind audit trail for the customer should matters need to be taken further. I can only assume this is a deliberate ploy on the part of OVO to take away the right of customers to argue their case satisfactorily.

I could record phone calls (with due warning of course) or take photos of webchats which is straightforward as they are painfully slow, but other than signed for snail mail, has anyone found a solution to this problem? I do intend to send information to what must be an internal email address: hello@ovoenergy.com in the future, just for my record

I feel a complaint coming on, but looking at the complaints procedure as described on their website I don’t know how this can be done satisfactorily and importantly with an audit trail, without email. It’s bizarre how I now pine for the good old days with SSE...

Sorry for the screed!

PH

Thank you Blastoise for your quick reply, which is appreciated.

I have sent information (photo of the gas meter with serial no. and reading) to hello@ovoenergy.com. I will continue to send to this address summarising any phone/webchat conversations - I just want things to be on the record.

Thanks for the reminder about complaints@ovoenergy.com. During the second call, made earlier this week, the person I spoke to requested that the team dealing with my case update me and so I will leave it for a while to see what happens in this regard and in the meantime, try to be patient.

Thanks again.

PH

Thanks for the clarification Blastoise. I was specifically requested to send a photo of the meter to the hello email address which I did.

But as you rightly say I will send monthly meter readings via my account.

Thanks for info about OBS Studio- will investigate, but it's reassuring that webchats are logged as I thought they disappeared into the ether.

Thank you for your help and have a nice weekend 

PH