If something’s wrong, let us know and we’ll put it right.

Stage 1: Looking into your complaint

When you first contact us, we’ll ask for:

• Your name and address

• The best way to contact you

• Details of your complaint

• What you’d like the outcome to be

We'll send an acknowledgement of your complaint within 2 working days. This is so you know we've got it. And so that we can send you a copy of our complaints process and you're aware of your escalation rights. If we offer a resolution and you’re happy with our suggestion, we’ll do everything that’s been agreed then close your complaint. 



We aim to resolve complaints the same day we get them. But sometimes we might we might need a bit more time or we'll need to look into things further.

Stage 2: Processing your complaints

We’ll escalate your issue to our specialist complaints team for further investigation if:

• We’re not able to fix your complaint

• You’re not happy with what we’ve suggested

• The issue turns out to more complex than we thought

We will contact you to make sure we understand your complaint. We’ll try to resolve your problem as quickly as possible, explain to you what needs to be done and how long it should take. Your complaint will then be allocated to a complaint handler who will contact you within 5 working days.

Stage 3: Escalation to OVO and beyond

You can ask for an internal review by OVO Solar & Heating management if you’re not happy with the way your complaint has been handled.
If OVO are unable to resolve your issue with regards to Solar panels, Air Source Heat Pumps or EV chargers, you can take your complaint to the Home Insulation & Energy Systems Quality Assured Contractors Scheme (HIES) or the Renewable Energy Consumer Code (RECC).