OVO has failed to issue my final bill for over 10 weeks, no refund, no GSOP compensation, and no response to formal complaint

How long ago did you raise your formal complaint? How did you raise this complaint - do you have a paper trail? The fact that, even the automatic compensation has not been paid for not sending your final bill should be grounds for escalating your complaint. If it was me, I would be putting together as much evidence as I can to send to the Energy Ombudsman. If you have any proof of the date you raised the complaint, the fact that you do not have a complaint number should not matter. The failure to provide the final bill is the most important issue as the failure to provide your refund is dependent on that having happened. 

Hi ​@Blackegg and welcome to the OVO Forum.

Sorry to hear of what’s happened here. As ​@Bendog has helpfully advised, please put everything in writing as an email if you haven’t already. You can find our complaints process here.

If you’ve raised a complaint last week, and have received a standard reply, then you should be hearing from a complaints handler this week. This should hopefully not be a complex one to resolve, and they’ll have to take into account that no GSOP has been given (if it should have been given) etc, when they offer you a final resolution to the complaint.

Please keep us updated as to how you get on. We can’t escalate this via the Forum. If you’ve already raised the complaint then it’ll be at the correct point of escalation.

Update, my final billing complaint remains unresolved, and the latest response has raised a serious concern about the account balance.

OVO confirmed that my electricity account closed on 17 July 2026 and that my final bill would arrive within six weeks. I raised a formal complaint on 28 September after that deadline passed.

My saved OVO account record dated 2 October 2026 shows £256.02 in credit. I have retained the original record, statements and payment evidence.

The Executive Complaints team now says my account is £56.45 in debit, after a £40 GSOP credit, because some electricity usage had previously been billed incorrectly. However, I have not received an itemised reconciliation explaining the change.

OVO has offered a £56.45 goodwill credit to reduce this alleged debt to zero and close the complaint. The final statement has still not been issued because a billing hold remains in place.

Clearing an unexplained debt is not the same as explaining what happened to my recorded credit. I am not prepared to accept a zero-balance settlement without seeing the calculation.

I recognise that genuine billing errors may need correcting. I am asking OVO to identify every adjustment, provide the supporting meter readings and charges, issue the final bill, and refund whatever credit is properly due.

It is unacceptable to ask me to settle a billing complaint before providing the bill and a verifiable account breakdown.

Could a moderator advise how to ensure the reconciliation request reaches the relevant billing team? Have other customers successfully obtained a complete explanation and corrected refund in similar circumstances?

Account details and supporting documents are available privately through OVO’s verified channels.