What is OVO’s complaints procedure?

ovo complaints email address just opens up my google account. is there something i don't understand.

Just use you normal email account and compose your message to complaints@ovoenergy.com 

https://www.ovoenergy.com/feedback

(If you click the email link, it will try to use your devices default service, presumably gmail for you)

It sounds as if you clicked on a link somewhere that started with mailto:. This will usually cause the operating system to start your mail program (in your case, Gmail) and show a fresh new email message with the address already filled in. You may have measures in place to prevent this.

To submit a complaint, send email to complaints@ovoenergy.com, and otherwise be sure to say as much as you can about the problem. You should include your OVO account number, name, address and contact details.

Before sending, check your account profile page. You should send from the email address shown there, because otherwise your message might get lost.

OVO have now admitted that our gas meter has been giving false readings and are investigating our payments for the last 15 years! We have been paying a substantial amount in bills for years and have been complaining and have been ignored.

Over the last 6 weeks, they have replaced the meter discovered it was faulty and overcharging us but they have also lied to us, promised us phone calls and cut us off when discussing online.  The customer service is horrendous.  They have paid us an interim compensation of £180, but the treatment we have received has been disgusting.  No one knows what they are doing and I don’t think we have received the same information twice.

We have made an official complaint but heard nothing yet, that’s been 2 weeks and we have only received the generic email response.

Has anyone got any advice please.

Hi ​@Elwell1624 ,

I’m sorry to hear about that, but I need to mention this process takes a while - especially after such a long period of issue. The industry isn’t fast and OVO needs permission from the industry to get this fully resolved.

Sorting this out can take up to 12 weeks. If you feel it gets stuck, you may want to review https://ovoenergy.com/feedback in full for your options.

Hey ​@Elwell1624 

I’m really sorry to hear this, it sounds like a very stressful experience. If a meter is found to be faulty, the billing team should be able to re-calculate your usage based on the readings from your new meter. 

The following topics might be helpful to you:
 

I have been waiting on a gas payg meter to be fitted at my property for 3 years.  This has been hell and the service from ovo horrendous. The engineers say one day over the phone they can install it then they cant. 

My debt got higher and higher. 

I then started a payment plan which was agreed by both parties. Then ovo decided to take 100 pounds more than i agreed so I cancelled it. 

A financial agreement is an agreement and cannot be upped when ovo decide. 

Then now they are saying they can fit a meter. You cannot make this up. I am absolutely disgusted by ovo the way i have been treated. I am a disabled British forces war veteran. Can someone please help me with this as im now getting threatening letters to take me to court. 

You appear to have two different issues here 

On is the delay in getting a PAYG gas meter fitred and not knowing any details of what has been going on to cause the delay we can't really comment.

(However I'll comment anyway - I suspect it has been a radio signal strength problem where the new meters wouldn't connect to the network, do you live in a rural area in the North? If it was that then there is now a new solution with different communications that they can now use for poor radio signal cases).

The other problem is that you say your account is i debit, which is why you want a PAYG meter, and you are now getting letters threatening court action.

I know that can be scary for some so I wrote a guide on how to deal with such letters, click.on this link:

I live in central scotland which is 5g signal strength so there should be no problem to connect to a signal. 

This issue has been going on for to long. Ovo are absolutely useless.

It’s not 5G that’s being used - it’s Long-Range Radio which is completely different.

2G/3G Comms Hubs have only just become available in your area.