Why have OVO taken over a supply of my property when I didn't request this?

Sorry to hear that your supply has been unexpectedly switched to OVO. This is likely an ‘Erroneous Transfer’ (ET). An ET refers to a supplier taking over the wrong property by mistake.

Why can this happen?

• There’s a mistake on the national gas/electricity database with your address or meter details
• There’s been a human or systems error when switching
• You details have been used fraudulently to switch

As an energy customer, you’re protected if this happens and retain the right to be with your preferred supplier. More info here.
 

How would I spot this?

• You’ve receive an unexpected email / letter from your supplier saying you’re leaving
• You receive your welcome letter from a new supplier and notice your address/details are wrong
• You receive a final bill

How can it be resolved?

• Either one of the suppliers can get in touch with the other to advise of the ET
• The suppliers will handle everything on your behalf
• You’ll be transferred back to the correct supplier, which can take around 12 weeks
• Your Direct Debit with your correct supplier will continue
• The correct supplier will bill you for the ET period once the process is complete
• You can’t be billed by the erroneous supplier
• If you need to contact us, see our Support Team details here
• You can also see our full complaints procedure here.