What is OVO’s complaints procedure?

Whaaat ?? That’s not very ‘OVO’ !!

Thank you for getting back to me. That’s helpful information.

Yes, I was quite taken aback by the whole thing to be honest!

Is it possible to be gaslighted by a company? 
 

made a complaint yesterday and spoke to someone in the resolutions team. Received a call today whilst at work (which I couldn’t answer) and then an email asking me to call the resolutions team to discuss the resolution to my complaint. Spent another hour on the phone tonight to be told I haven’t made a complaint. Huh?! 

Hey @KatyL 

I’m really sorry to hear about your recent calls with OVO and how they’ve made you feel. That’s definitely not the kind service we aim for and I want to help as much as I can to help get this sorted for you.

The best thing to do next will be to contact the number they’ve provided to you again if they did leave a number to contact, as this would suggest the complaint has been raised and escalated.

Otherwise, if they’ve not left a number for you to call back, I would suggest contacting our Support Team, and they can make sure that this is escalated correctly for you, part of your complaint can be that it wasn’t escalated correctly when you first requested it. As Jeffus mentioned, you can also go to the energy Ombudsman if your complaint hasn’t been resolved within 8 weeks, but hopefully we can get it resolved before then.

You can see all open contact channels via our Help Centre

We don’t have access to accounts here, so we wouldn’t be able to check for any complaints on the account. I would recommend asking for a note of the complaint reference number as well when you speak with someone.

Hi again @KatyL

So did they finally log a formal complaint when you spoke last night?

Did they give you a complaint case number?

Not a lot else i can suggest, probably worth highlighting your experience on the OVO Trustpilot site

https://uk.trustpilot.com/review/www.ovoenergy.com

Thanks both for getting back to me. 
 

I spent an hour and a half last night talking to someone in Resolutions who said that because there is an issue with my account, complaints can’t actually be logged against it. He helped me to raise an “off…something” complaint and linked it to my account so it will eventually be linked to my account. I now have a number for my complaint. My account seems to be having issues with the migration process and is still stuck which means I’m getting no bills, no updates on charges and nobody can help because they can’t get into my account. Smart meters are now working and sending readings but still no bill info. 
 

in the meantime I’ve received a further call asking if they’ve resolved my complaint because they want to close it 🤦🏻‍♀️

Hey @KatyL , I hope you’ve had a good weekend.

I’m glad you’ve got a complaint logged and a note of the complaint reference now. I know it must be really frustrating to have to wait for the account to be sorted, but you are more than entitled to keep the complaint open until you know that your billing etc, is working for you as it should be.

Have they given you any timeframe to expect the account to be ‘unstuck’ by?

Hi @Abby_OVO 

they’ve said it could take up to 30 working days

Hi @KatyL 

If it does not get resolved in 30 days to your satisfaction. 

I would ask the Ombudsman to get  involved 8 weeks after you first raised a complaint. 

https://www.ombudsman-services.org/sectors/energy

It is not your issue that OVO didn't log your complaint properly in the first place.