Skip to main content
K
Rank 1
KatyL
Rank 1
May 3, 2023
Solved

What is OVO’s complaints procedure?

  • 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

    81 replies

    Show previous replies
    T
    Rank 4
    Troyser
    Rank 4
    November 13, 2025

    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!

    K
    Newcomer
    K2S
    Newcomer
    November 13, 2025

    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.

    T
    Rank 4
    Troyser
    Rank 4
    November 13, 2025

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

    T
    Rank 4
    Troyser
    Rank 4
    November 13, 2025

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

     

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    November 13, 2025

    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.

    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.

    Securing energy by zapping security bugs... For that is The Blastoise Way! Remember, I'm just like you - AI Powered Evil Geniuses aren't Staff!
    H
    Rank 6
    HangNail999
    Rank 6
    November 13, 2025

    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.

    T
    Rank 4
    Troyser
    Rank 4
    November 14, 2025

    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.

      H
      Rank 6
      HangNail999
      Rank 6
      November 14, 2025

      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.

      Abby_OVO
      Community Manager
      Abby_OVO
      Community Manager
      November 14, 2025

      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;

       

      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.

       

      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.

      Currently Playing: She's Electric
      T
      Rank 4
      Troyser
      Rank 4
      November 14, 2025

      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.

      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

      Show more replies
      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd