What is OVO’s complaints procedure?

My meters for gas are the old type basic meter which is outside my flat 

Then that’s likely your issue - blocks of flats are a particular challenge for which the industry has had to spend a ton of time figuring things out.

Solutions for them have only just become available via Alt-HAN recently.

Well if the electricity one can connect then ????

An old gas meter will need changing to a new meter that will accept PAYG (any new smart meters can be switched to PAYG).

You say that you already have an electricity smart meter that is communicating OK.

If so then how far apart are your gas and electricity meters?

The electricity meter has direct access to the WAN uplink because the Comms Hub sits right above it - the connection between the two is guaranteed to be in range.

Gas meters communicate via the same Comms Hub. If they’re too far away though, it won’t be in range.

Yes i have told them this. It seams like its too much of an effort

I recently moved into a property with faulty gas and electric meters, which resulted in an inflated bill of £1,000 after just one month. After providing manual readings, it was determined that the meter was indeed faulty and needed to be replaced. An engineer was scheduled to come out over a month later.

When the engineer finally arrived, he did not bring any tools with him. He entered my property but didn't even examine the meters. He claimed that the issue was simply that the meters needed to be connected to my account. I insisted that they were faulty and needed replacement, but he dismissed my concerns and left. This occurred on a Saturday.

By Monday, the office contacted me, claiming I had missed my appointment and that the engineer reported nobody was home. This was a total lie, as I had spoken to him face-to-face when he came to my property. Customer service then rescheduled another appointment for August 30th.

This time, the appointment slot was from 09:00 to 12:00. I tracked the engineer using the link provided in a text message and saw that he was almost at my property by 09:56 AM. At 10:03 AM, he called me, but when I called him back, I checked my living room, which faces the road, and saw that no one had come to the door or even parked nearby. Also, my dog would have barked to alert me if someone had arrived.

When I tried to call back at 10:06 AM, the call went straight to voicemail. I checked the tracking link, which showed that 'Callum marked the job as completed'—despite him never having come to my property. When the department reopened on Monday, I called again on my main phone, but it went straight to voicemail. However, when I called from my work mobile, Callum answered. It seems he had called my phone and then immediately blocked my number to prevent me from reaching him.

It is unbelievable that he could call me at 10:03 AM and mark the job as completed by 10:06 AM, given that he was supposed to replace the gas and electric meters in that short amount of time. I spoke to customer service again, and Callum told them that I was not home—yet again, he was lying.

If I fail to attend an appointment, I would be charged £60 for a missed appointment; where is my compensation for my inconvenience? I urge anyone assigned to Callum to record all interactions, as he seems to be scamming the company by skipping appointments and marking them as 'not home' while still getting paid for them. He needs to be let go and should not be working in public service.

Clearly, he is violating the company's code of conduct. I also have Google timeline history proving that I was home at the time he claimed I wasn't, which I have submitted.

If anyone from OVO reads this, please have a manager in the Midlands region get in touch with me. I want to escalate this issue, as I don't want any other customers to be subjected to Callum's dishonesty, which could result in high energy costs and prolonged issues with non-functional units.

As stated, I plan to take this matter against Callum as far as it can go, as his actions are detrimental to both customers and the company.

Hey ​@01Anthony21,

I’m so sorry to hear of the bad experience you’ve had, that sounds like a really stressful situation. 

Unfortunately on the forum we don’t access to customer accounts. If you contact the customer support team they’ll be able to investigate this further for you. There is also the option to raise a complaint, the following topics might be helpful to you: 
 

Please keep us updated with how you get on.

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.