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susanc
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August 31, 2022
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How do I move my feed in tariff (FIT) contract AWAY from OVO?

  • August 31, 2022
  • 15 replies
  • 2767 views

Our SSE FITs account has just been transferred to OVO - already we are singularly unimpressed by the ‘help’ OVO customer service have provided, and reading through the horrific stories on this forum of FITs payments being delayed by 6 months and more, we feel that we should remove our account to someone who gives a (insert expletive) about their customers. at the earliest opportunity.  We were only given a week’s notice by SSE that our account was being moved.  So, two questions: how do we shift to another FITs Licencee (we have the Offgem list and our current supplier is one of them - better the devil you know, as they say); Second, as our last payment from SSE was for the period up to June 2022, how do we get a final payment for the third quarter plus any intervening days at transfer out of OVO without having to resort to *edited by mod*

    Best answer by Emmanuelle_OVO

    Updated on 07/01/25 by Abby_OVO

    Hi @susanc,

     

    To switch your feed in tariff (FIT) to another supplier all you need to do is contact the FIT team of the supplier you wish to switch to, many will have online applications. 

     

    They’ll then contact us through Ofgem to let us know you’re leaving, and will ask you for a reading on the day of your switch. They’ll use this to open your new account with them and close your account with us. We’ll then make sure you get your final statement and payment in the upcoming payment month. 

     

    Here is a useful FAQ page about feed in tariffs, it also has the contact details for our FIT team if you need them. 

     

    You can speak to our FiT Team by calling 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so.

    15 replies

    Show previous replies
    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    February 26, 2025

    Hey ​@Davee 

    I’m so sorry to hear this, it sounds like a really frustrating experience. I’ve found some topics which may be helpful to you:
     

     

    Please keep us posted with how you get on. 

     

     

    Renewable Energy? Big Fan.
    D
    Newcomer
    Davee
    Newcomer
    February 27, 2025

    Thank you for letting me join the forum.

    I made a complaint to OVO on 17/01/2025.  Sadly, I have not yet received neither an acknowledgment or a reply.

    It seems that I am not alone in realising the need for battery registration. However I have provided a schematic line diagram of the installation to OVO. This I obtained from the installer.

    I spoke to one of your agents yesterday, who informed me that the CFR payment recipient has not yet been changed to my name 

    British Gas, my energy supplier have confirmed that they cannot  enrol me onto their fits system until OVO correct my data on the CFR. So could this please  be carried asap. Davee

     

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    February 27, 2025

    I’m really sorry for the experience you’ve had ​@Davee. Unfortunately we can’t access your FiT account via the forum. You’ll need to contact the team directly:

    If you need to speak to our Team you can call 0330 303 5063 and selecting ‘4’ when the IVR instructs you to do so. You can also email the team via fits@ovoenergy.com for the FIT team or  seg@ovoenergy.com if you’ve got SEG with us.

    With regards to your complaint this information taken from our website might be helpful:
     

    Step 2: we’ll escalate your complaint within OVO
     

    Sometimes, we’ll need to pass your complaint to our specialist complaints team. They’re highly trained and speak to people across the business to help us put things right. We use the complaints team if:

    • The issue is more complicated than usual, and needs a more specialist skill or other team members to resolve it
    • The customer care team isn’t able to solve your complaint quickly
    • You’re not satisfied with what we’ve suggested

    If you feel that our specialist complaints team hasn’t been able to sort your issue, you can email the team of our CEO, David Buttress.

    Please include your complaint case reference, your OVO account number, address, and a summary of what’s happened, including why you feel your complaint hasn't been resolved.


    Step 3: taking your complaint outside of OVO
     

    If your complaint has taken over 8 weeks to be resolved, you can speak to the Energy Ombudsman. You can also speak to them if you’re unhappy with our actions or if we’ve written to you with a final decision that you disagree with. This is called a “deadlock” letter. 

    The Energy Ombudsman gives a free, independent service. They’ll review what’s happened so far, and how we’ve handled your complaint. Then they’ll decide if we should have done more – and what we need to do to put it right.

    Renewable Energy? Big Fan.
    D
    Newcomer
    Davee
    Newcomer
    March 22, 2025

    27/02/25, my 19th phone call to ovo I was connected to a lady called Sophie, she is a fits team leader. I explained the situation, Sophie found the complaint and promised to call back next week to report progress. 03/03 Sophie phoned to give me an update. 10/03. Sophie rang to inform me that the account had been reopened. 21/03 Sophie phoned and told me that the CFR had been corrected. The problem started 23/12/24, resolved, 21/03/25. BIG THANK YOU to Sophie. no comment about rest of it. 

    Emmanuelle_OVO
    Retired Moderator
    Emmanuelle_OVO
    Retired Moderator
    March 24, 2025

    Thanks so much for popping back with an update ​@Davee, what a stressful experience for you. I’m glad there’s now been a resolution finally 🙂

    Renewable Energy? Big Fan.
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