OVO Energy Compensation: Guaranteed Standards

OVO Energy says it pays £40 for missed meter appointments (reschedules need at least 1 working day's notice); credit meter faults must be handled in set steps within 5 working days; prepayment, smart meter and In-Home Display faults within 3 hours on weekdays (8am to 8pm) or 4 hours at weekends. An extra £40 is due if a payment is not made within 10 working days. source

OVO Energy says it pays £40 if it does not reconnect you within 24 hours after unpaid charges are cleared, does not send your final statement within 6 weeks, does not refund your final credit within 10 working days of the final bill, or does not complete your switch within about 5 working days. source

OVO Energy says payments may not apply for circumstances beyond its control (such as severe weather), if there was no access to the meter or home, if the meter was tampered with, or if you refused an offer to fix a faulty prepayment meter. source

If your energy complaint is not resolved within 8 weeks, or you get a deadlock letter, you can take it to the Energy Ombudsman. It is free and impartial. source

Energy suppliers generally cannot charge you for energy used, or standing charges, more than 12 months before the new bill, unless you were already billed for that amount. This covers households and microbusinesses. source