My switch away was rejected as I have a 'profile class 0' (commercial) supply - how do I get database updated?

Hi Firedog, thank you for your insight.

The property is a new build. There was an old blacksmiths workshop on the site which had the power supply. This was a business supply. We kept the business supply whist we built the house.

We had a smart meter installed in September 2021.

We completed our switch from a Business Tarrif with EDF to a Domestic Tariff with OVO in April 2023. 

The first time our Profile Class was mentioned was when we tried to switch to EON in April this year.

I understand this process might take a bit of time, however, I suspect this is because the Customer Care process OVO employ does not allow call handlers to direct questions and queries to the correct departments within the business. This means Customer Care are not informed or able to process such enquiries. It is this that is so frustrating.

The result is that we miss out on the ability to make any type of saving or to switch to another supplier without OVO cooperation which at the moment is completely lacking. I would be very interested to know how this meets their Ofgem license conditions. 

This is probably the juncture at which the confusion arose. Bills from before and after the switch should show whether the profile change went ahead as expected.
    

No, I don’t think first-tier support staff can do that. That’s why there is a complaints procedure in place. If you’re not completely satisfied with the help you had received, please consider submitting a formal complaint. This will make sure that your problem eventually reaches someone in a position to solve it. 

Hey ​@edwardfletcher,

​My response - I agree with Firedog on the first point, which suggests that this may be when your profile class situation began, as you would have previously been on a business class due to the property being a blacksmith's.

However, I have a different perspective on the second point raised. I believe that first-tier support staff are equipped to manage the majority of incoming inquiries effectively. If a situation arises that exceeds their expertise, they have the option to submit a business case to the appropriate team for further review and action. This approach ensures that matters are handled correctly, and it’s important to reserve complaints for instances where there has been a mistake or misleading information provided.

In the scenario you described, where a third party was asked to execute a switch and the issue of the incorrect profile class was discovered afterward, the most suitable course of action would be for the frontline staff member to initiate a business case to address the matter. While this process may take up to four weeks, it is a necessary step toward resolving the issue. Raising a complaint in this case would only complicate the matters as it would involve an bringing in a complaints handler to review the situation where it wasn't warranted.