Rank 1

Solved

What is OVO’s complaints procedure?

Forum|Forum|3 years ago
May 3, 2023
81 replies
11968 views

I’ve been having ongoing issues since our migration from SSE on 20th February. Still getting nowhere and have made 3 phone calls to the customer service team. Made a formal complaint and all they could say was they can’t access my account as it’s still in the migration period. It will take another 10 days for my complaint to be resolved even though my previous complaint (10 days ago) hasn’t been resolved yet.

can you tell me what the complaints procedure is? The guy I spoke to at resolutions was super creepy and told me to go and look after my kids 🙄

Best answer by Jeffus

Updated on 21/07/26 by Abby_OVO

Agree that doesn't sound right under any circumstances.

I think calls to OVO are recorded.

The complaint process is here.

https://www.ovoenergy.com/feedback

Basically 8 weeks after submitting your complaint if it is not resolved you can ask the Energy Ombudsman for help.

Make sure you have a complaint case number. You should also be given the name of a complaint handler.

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

Alternatively you can try asking for a deadlock letter before that.

The quickest way to raise a complaint is to call or email us. You can reach us via a British Sign Language Interpreter too. Please let us know as much as you can about the problem. We'll also need your OVO account number, address, and contact details.

We’ll sort your complaint straight away if we can. If we’re not able to, we'll:

Let you know what will happen next and how long we expect it to take
Ask how you'd like us to contact you
Keep you updated along the way
Share if there's any support available from services outside of OVO

How to contact us

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

Write to us

OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ

Show previous replies

S

Stevev

Newcomer

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.

S

Sam72

Rank 5

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!

S

Stevev

Newcomer

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

Thanks once again

Abby_OVO

Community Manager

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: