What is OVO’s complaints procedure?

Hi I've been in touch with OVO regarding miss payments on my credit file they said that it would be corrected as its not right and they will amend it they also said that they would freeze my account so that no more miss payment would show after checking my credit file after a week to see if things has improved its was actually worst I contact OVO but it seems that each time I speak to a adviser from collections I get a different story im at the moment trying to get a remortgage on my property and no lenders will help me because of this situation im really stressed out it seems that not just me that has this issue with ovo this is a nightmare why should ovo get away with such things I do not owe nothing my file shows years and years of this misrepresentation.

Sounds like a nightmare - here’s some options for you:

1. Gather evidence

Keep a record of all correspondence with OVO (emails, call notes, reference numbers).

Collect proof of payment history (bank statements, payment receipts, account statements).

2. Make a formal complaint to OVO

Put everything in writing. Ask for a final response confirming they will correct the credit file.

Under Ofgem rules, OVO must respond within 8 weeks.

3. Raise a dispute with the credit reference agencies (CRAs)

Contact Experian, Equifax, and TransUnion directly.

Provide evidence that the entries are incorrect and that OVO have admitted the errors.

The CRA must investigate and liaise with OVO. If OVO doesn’t respond or can’t justify the data, the entry must be removed or marked as disputed.

4. Escalate to the Energy Ombudsman

If OVO doesn’t resolve things after 8 weeks (or issues a final response that’s unsatisfactory), escalate to the Energy Ombudsman.

The Ombudsman can order OVO to correct records, apologise, and potentially award compensation.

5. Ask for a Notice of Correction

While the dispute is ongoing, the customer can add a Notice of Correction (up to 200 words) to their credit file.

This lets lenders know the entry is under dispute and can sometimes help in mortgage applications.

6. Consider legal advice if necessary

If OVO continues to allow inaccurate reporting that prevents a mortgage, it may be possible to pursue damages under the Data Protection Act 2018 / UK GDPR for harm caused by inaccurate data processing.

7. Speak to a mortgage broker

A whole-of-market broker may know which lenders are more flexible when dealing with disputed credit entries, especially if there’s strong evidence of error.

GOOD LUCK!

Excellent information thank you so much Sam72 your help has made a real difference to my situation.

Thanks once again

Hey ​@Stevev 

I’m really sorry to hear about this situation, any stress it maybe causing and it not being dealt with by the collections team appropriately.

I’m glad to see however that one of our community members has already stopped by with some helpful advise.

Ours too would be to raise a complaint here, you’ll then be dealing with a complaints agent with better, more expert knowledge of some of these more complex processes. If you’ve not had a chance to do so yet, please do raise a complaint so they can look to have this fixed correctly. There’s a few ways you can raise a complaint depending on what’ll be most convenient for you:

Call us

Pay Monthly customer 0330 303 5063 Monday to Friday, 9am to 5pm Pay As You Go customer 0330 175 9669 Monday to Friday, 8am to 8pm and weekends, 9am to 5pm

Email us

complaints@ovoenergy.com

Chat to us

Message us online

Do let us know how you get on here, and if you have any other issues we’ll do our best to help further.

Thanks for your response Abbey 

Why is this so difficult????

Hi ​@Shelly123 ,

Please post your question again as I’m not sure what you’re asking.

Alternatively, OVO Support may be able to help:

Thanks

Blastoise186

Forum Volunteer

DO NOT TRUST THIS COMPANY WITH WHATEVER THEY SAY. 

I HAVE AN EV & THEY TOLD ME THAT MY CHARGE WOULD STAY AT 7p/kWh and not increase to 14p/kWh as I have a VW and there is an agreement with VW to stay at 7p.

WRONG! AND NOW THEY WILL NOT STAND BY THEIR WORD.

CUSTOMER SERVICE HAS GONE RIGHT DOWNHILL AND I WILL LEAVE ASAP!

Hi ​@Troyser ,

This is not something for the AI Help Beta - please call 0330 175 9678 to discuss with the team who are responsible and can look into this one.

Thanks

I have a skoda (same group & offer) & mine is as it should be...7p.. 

https://forum.ovoenergy.com/members/blastoise186-34595
just airing my annoyance at OVO not being loyal to their word - already discussed with your team who say that they WILL NOT LIVE BY THEIR WORD and tough s—T I have to pay the 100% increase on charging my EV even though under a contract and even though YOUR EMPLOYEE said I would stay at 7p!

Not the same issue but generally so disappointing that OVO don’t appear to won’t EV customers.

Given the issues with their recommended (and installed at premium cost the Ohme Pro charger) you wonder at their longevity.

Just so disappointed. Went to OVO because of customer service - LET DOWN BADLY

OVO you will go downhill like Virgin if you do not address these issues!

As I’ve said many times, Ohme was never the only recommended Charger - Indra came first. Ohme was dropped because they refused to maintain their integration in-line with the requirements - everyone else is managing that just fine.

AFAIK, VW electric drivers are not exempt from the 14p/kWh OVO Charge Anytime rate, so I’m not sure where your information comes from.
Perhaps you shouldn’t believe everything you read on the internet.

https://forum.ovoenergy.com/members/hangnail999-48902
VW drivers who bought their cars between certain dates are exempt from the 100% increase in charging their EVs - straight from the horse’s moth - OVO.

The only reference I can find is this one →
 

If correct, then only VW owners who originally signed up for a “free miles” deal are eligible.
It looks like Ben_OVO knows more details.

Hey ​@Troyser ​@HangNail999 

Ben_OVO did reach out to the Charge Anytime team directly about this who gave the information provided by Ben in the other thread;

This is correct, and anyone who does full under the exclusion, will see the correct pricing unit used to calculate on the bill itself.

I do hope this helps clear things up a little, I do apologise for any confusion caused but if you do fall under the exemption, this should be honored as per the team’s word.

I actually spoke with OVO and 5hey confirmed the VW rate but it depends when you got the VW and whether you were given an 8 digit number

Abby, OVO will not honour what I was told by their employee. Perhaps you should speak to them?

Hi all, our Charge Anytime team have confirmed that, for those eligible for the 7p, the charges may show as 14p due to an error.

From CA:

The 7p won’t show on the app as we haven’t been able to build a back end solution to personalise their rate. Instead they will get an adjustment credit on their bill to bring their charging down from 14p to 7p.

Terms and Conditions can be found here: https://www.ovoenergy.com/terms/vwg-charge-anytime.

​@Troyser I’m really sorry to hear that you’ve been told one thing and then another, I’d recommend raising this as a complaint with Charge Anytime if you haven’t already. Please let us know how you get on when speaking to them.

Ben, I have raised a complaint and they have refused to budge saying that my rate will be 14p/kWh despite being told by OVO staff that my rate would be 7p. I AM ABSOLUTELY DISGUSTED WITH OVO.

So sorry to hear this ​@Troyser, I know how frustrated I’d be in your position. I’m sorry but our team won’t have any sway when speaking to the team internally. If they’ve said you were originally mis-advised, and are not eligible for the 7p, there’s not anything we can do to change that. Apologies to be the bearer of bad news.

Leaves a very bad taste. How can I ever trust OVO again? I have had no confirmation from OVO that my penalties for leaving will be waived either. 
CUSTOMER SATISFACTION = 0