Complaints
If something’s wrong, let us know and we’ll put it right.
Contact us to make a complaint
We always want to give our customers the best service possible, even when things don’t go to plan. If this happens, it’s our job to put things right. You can get in touch by phone, email, or post. All phone lines are open Monday to Friday, 9am to 5pm (closed on bank holidays).
Select your region
How our complaint process works
Installation and service related complaints
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.
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.
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).
To learn more about how we handle complaints, and other ways to get help, see our complaint handling statement.
Finance related complaints
If you have a complaint about a loan, credit, or leasing agreement, you should contact the finance provider directly.
Tandem contact details
Email:
Address:
Viscount Court
Sir Frank Whittle Way
Blackpool
United Kingdom
FY4 2FB
If your complaint is about the introduction to the finance provider, energy or our marketing material then please contact OVO directly by email [email protected]
Escalating your complaint
How to contact HIES
Online complaint form: HIES Complaint Form
Phone: 0344 324 5242
Email: [email protected]
Post:
Centurion House
Leyland Business Park
Centurion Way
Farington
How to contact RECC
RECC is a Chartered Trading Standards Institute approved Alternative Dispute Resolution body.
Online complaint form: RECC Complaint Form
If you are unable to register a complaint online for any reason, the complaint registration form can be posted on request. Please contact the Dispute Resolution Team on 0207 981 0850.