Is there an email contact address to resolve complaint?

Hi @Kevinrc and thanks for the reply.

Please bear in mind that I’m trying to help, based on the info you provided in your first post. 

If your complaint was escalated to our Complaints team, you’ll have a dedicated case handler. They should have confirmed a contact number and email. complaints@ovoenergy.com should get your email forwarded on to them. 

If you can’t get a response, come back to let us know and we’ll take some details and find out who’s working your case. 

Hope this gets resolved for you,
Tim

Hi Tim,

The last named contact from the Resolve team was Ella if this helps.

Regards 

Kevin

Hey @Kevinrc,

Please check your private messages.

Someone will have contacted you for some more information so we can get this sorted for you. 

Hi I was in touch with a customer care advisor about a problem with the £66 payment from the government. After a long conversation she asked me to send photo shots of some details. Unfortunately the email address she gave me is no longer in use. Does anyone know an alternative address for hello@ovoenergy.com

Hi @Elvis ,

The best way to send them in would actually be via Live Chat at https://help.ovoenergy.com which can now accept file uploads such as photos. Simply ask the agent to link them to the existing case and they’ll take care of it all for you.

Thank you for your help and prompt reply. It is very much appreciated 

Tried to complain about failed appointment (for the second time) to get ,Ovo experts to come and find out why smart meter would not communicate with Ovo.

tried using their form which I realised would not work as it had iCloud email address which is not recognised on my account.

tried 2 more times using complaints email address at Ovo but no reply to either after a couple of weeks.

how can I escalate do I go to Ofgem?

Well, firstly you’re gonna need to use an email address that isn’t iCloud. Please ask the Support Team to change the email address on file to your real email address, not the weird and broken iCloud forwarder thing.

Then try to resolve the issue with OVO during the same call to 0330 303 5063.

Would you mind posting photos of the meter by any chance?

Hey @rkelman,

Sorry for the issues you’re having.

As @Blastoise186 advised you can call us. We’ll then try and resolve your complaint, if we’re unable to do so, the complaint will be escalated.

You can find out more about our Complaints Procedure on our website. 

If your appointment was cancelled within 24 hours, or the engineer didn’t let you know it was cancelled you may be entitled to £30 Guaranteed Standards of Performance payment. We have more about this topic in this similar thread:

Hope this helps.

Emmanuelle this is copy of the latest email sent hope that helps.

Failed appointment *edited by mod

I sent in a form on Monday 17th October to complain about a failed appointment.

This is the second time this has happened.

You fitted a smart meter months ago but it has never communicated its readings.
You asked me to arrange an appointment for 22nd September to have it looked at and this was done but your expert failed to turn up and I was given a GSOP payment of £30.

You gave me a new date for the 17th October and after waiting in for the four hours no one turned up and no communication from them again.

Can you investigate why this has happened and explain please.

Thanks 

*edited by mod