What is OVO’s complaints procedure?

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

I’d feel the same ​@Troyser. All you can do at this stage is reiterate that you’re not happy with the complaint resolution, and the complaint handler will have to try and come to a resolution that suits both parties.

I have tried Ben. I said that OVO should honour the 7p/kWh that THEIR rep told me but OVO refused.

as I have said, the trust has been lost - came to OVO because of their customer service reputation and will leave when the “deals” come back in the spring/ summer.

I am disabled and struggle on a small private pension so every penny counts but I feel OVO have used the 7p/kwh to make money - after all, why did they not tell customers that they were increasing charging EVs by 100% in the summer when all the deals were there and let customers leave free then??? !!!

BAD TASTE LEFT FROM A BAD COMPANY. 

So sorry again that this happened ​@Troyser. I hope, if you do switch, you can find a good deal with another company, and have a good experience with them.

Thanks Ben - don’t really want to leave but OVO have left me no choice as I cannot trust them. I’m looking to escalate this to the ombudsman as I was misled in to staying when I could have got a deal elsewhere but now it is winter, all the best deals have gone.

Exactly the same position as me ....they gave me wrong info for weeks.. including email....now it's a case of sorry...we won't honour it...best I got is they'll refund me 7p difference for next few weeks while I find a new supplier. 

I have made a complaint and will further to ombudsman as they gave me the wrong info and by the time they told me the correct info (and only because I went back and asked) all the good deals for gas and electric had gone and we were in to winter months.