Major energy supplier to pay out £2.37million over customer complaint failures

OVO Energy has agreed to pay compensation and redress payments after Ofgem identified a number of failings in how it handled customer complaints

OVO Energy has agreed to pay out £2.37million in compensation and redress payments over customer complaint failures.

This includes £378,512 in compensation directly to 1,395 customers, plus an additional £2million to the Energy Industry Voluntary Redress Scheme. This is a scheme that provides funds to charities and other energy-related projects.

Any OVO Energy customers who are due compensation will be contacted directly.

Jacqui Gehrmann, deputy director of retail compliance at Ofgem, said: “Energy is an essential service. When things go wrong, it can cause consumers a lot of distress. In this case OVO failed to adequately protect and respond to their customers when it was needed most. This is not acceptable.

“Consumers deserve a clear and timely response when they make a complaint, and that’s why we stepped in quickly when we identified that OVO’s performance was falling below acceptable standards. We are committed to driving up standards for consumers across the board, and this action serves as a reminder to all energy companies that we will not hesitate to take swift and definitive action when they fail to comply with the rules.”

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