OVO: most-reported complaints
Automated analysis of 3,617 public Trustpilot reviews published 2026-03-05 to 2026-09-26. TrustScore 4.7 from 303,904 total reviews — see the Trustpilot page. Quick answer: is OVO legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 40% of the 762 complaints identified in the analysis period. Billing errors are the second most common issue, cited in 24% of complaints, while support being unreachable and overcharging account for 17% and 8% respectively. Trends indicate that reports of billing errors, unreachable support, and overcharging are rising, whereas complaints about unhelpful support remain flat.
The company claimed its Trustpilot profile on 2014-06-04, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 9 of 38 in Energy Supplier. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Citizens Advice (Q4 2025): 2.76★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2024): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2023): 2.72★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2022): 1.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2021): 2.3★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2020): 3.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2019): 2.55★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2018): 3.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q4 2017): 3.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2025): 2.74★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2024): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2023): 2.72★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2022): 2★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2021): 2.35★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2020): 2.85★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2019): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q3 2018): 3.7★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2025): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2024): 3.27★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2023): 2.9★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2022): 2.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2021): 2.65★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2020): 3.55★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2019): 3★ Citizens Advice customer-service rating. source
Citizens Advice (Q2 2018): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2026): 3.3★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2025): 3.62★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2024): 3.27★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2023): 2.25★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2022): 2.1★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2021): 3.45★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2020): 2.75★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2019): 2.8★ Citizens Advice customer-service rating. source
Citizens Advice (Q1 2018): 3.55★ Citizens Advice customer-service rating. source
Ofgem (Q4 2025): 1651 complaints per 100,000 customers. source
Ofgem (Q4 2024): 1807 complaints per 100,000 customers. source
Ofgem (Q4 2023): 2257 complaints per 100,000 customers. source
Ofgem (Q4 2022): 1488 complaints per 100,000 customers. source
Ofgem (Q4 2021): 3260 complaints per 100,000 customers. source
Ofgem (Q4 2020): 2550 complaints per 100,000 customers. source
Ofgem (Q4 2019): 2211 complaints per 100,000 customers. source
Ofgem (Q4 2018): 919 complaints per 100,000 customers. source
Ofgem (Q4 2017): 908 complaints per 100,000 customers. source
Ofgem (Q4 2016): 2560 complaints per 100,000 customers. source
Ofgem (Q4 2015): 526 complaints per 100,000 customers. source
Ofgem (Q4 2014): 631 complaints per 100,000 customers. source
Ofgem (Q3 2025): 1484 complaints per 100,000 customers. source
Ofgem (Q3 2024): 2009 complaints per 100,000 customers. source
Ofgem (Q3 2023): 2104 complaints per 100,000 customers. source
Ofgem (Q3 2022): 1555 complaints per 100,000 customers. source
Ofgem (Q3 2021): 3134 complaints per 100,000 customers. source
Ofgem (Q3 2020): 2293 complaints per 100,000 customers. source
Ofgem (Q3 2019): 1467 complaints per 100,000 customers. source
Ofgem (Q3 2018): 1440 complaints per 100,000 customers. source
Ofgem (Q3 2017): 1236 complaints per 100,000 customers. source
Ofgem (Q3 2016): 1563 complaints per 100,000 customers. source
Ofgem (Q3 2015): 579 complaints per 100,000 customers. source
Ofgem (Q3 2014): 649 complaints per 100,000 customers. source
Ofgem (Q2 2026): 1774 complaints per 100,000 customers. source
Ofgem (Q2 2025): 1530 complaints per 100,000 customers. source
Ofgem (Q2 2024): 2119 complaints per 100,000 customers. source
Ofgem (Q2 2023): 2101 complaints per 100,000 customers. source
Ofgem (Q2 2022): 1664 complaints per 100,000 customers. source
Ofgem (Q2 2021): 3246 complaints per 100,000 customers. source
Ofgem (Q2 2020): 1961 complaints per 100,000 customers. source
Ofgem (Q2 2019): 1375 complaints per 100,000 customers. source
Ofgem (Q2 2018): 914 complaints per 100,000 customers. source
Ofgem (Q2 2017): 1187 complaints per 100,000 customers. source
Ofgem (Q2 2016): 919 complaints per 100,000 customers. source
Ofgem (Q2 2015): 625 complaints per 100,000 customers. source
Ofgem (Q2 2014): 839 complaints per 100,000 customers. source
Ofgem (Q1 2026): 1725 complaints per 100,000 customers. source
Ofgem (Q1 2025): 1804 complaints per 100,000 customers. source
Ofgem (Q1 2024): 2371 complaints per 100,000 customers. source
Ofgem (Q1 2023): 1631 complaints per 100,000 customers. source
Ofgem (Q1 2022): 2988 complaints per 100,000 customers. source
Ofgem (Q1 2021): 2866 complaints per 100,000 customers. source
Ofgem (Q1 2020): 2350 complaints per 100,000 customers. source
Ofgem (Q1 2019): 1016 complaints per 100,000 customers. source
Ofgem (Q1 2018): 687 complaints per 100,000 customers. source
Ofgem (Q1 2017): 2419 complaints per 100,000 customers. source
Ofgem (Q1 2016): 668 complaints per 100,000 customers. source
Ofgem (Q1 2015): 689 complaints per 100,000 customers. source
Ofgem (Q1 2014): 1345 complaints per 100,000 customers. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Forum footprint: 520 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Ovo Energy mis-accounting of Government Energy Support Scheme”, “Ovo Energy Back-Billing over 12 months of Energy Usage”, “E: 14/03 Win 1 of 10 iPad Minis with OVO Energy (twitter)”.
Elsewhere: 1.9★ on Google (0 reviews) · 4.6★ App Store (17,977) · 2.9★ Google Play (10,737)
TrustScore over time
4.7 → 4.7 across 15 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 0.2d) · 2026-08-15 (100%, 0.1d) · 2026-08-18 (100%, 0.2d) · 2026-08-21 (100%, 0.2d) · 2026-08-24 (100%, 0.2d) · 2026-08-27 (100%, 0.2d) · 2026-09-01 (100%, 0.2d) · 2026-09-04 (100%, 0.2d) · 2026-09-07 (99%, 0.2d) · 2026-09-10 (99%, 0.2d) · 2026-09-13 (100%, 0.2d) · 2026-09-16 (100%, 0.2d) · 2026-09-20 (100%, 0.2d) · 2026-09-23 (100%, 0.2d) · 2026-09-27 (100%, 0.2d).
Severity: 28% of this company’s 762 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.3 days between the experience and publishing their negative review (944 reviews record both dates).
OVO Energy operates in 3 markets we track — compare its complaint mix by country.
Official record vs what reviewers say
Solid: OFGEM complaints per 100,000 customers, Q1 2014 to Q2 2026 (84 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Regulator enforcement
- OFGEM, 2023-05-23 — Investigation into how OVO Energy monitored customer use of Prepayment Meters. (notice)
- OFGEM, 2023-05-18 — penalty of £2,000,000 — OVO Energy Limited has refunded and compensated 10,987 customer accounts overcharged due to not applying the Energy Price Guarantee discount. (notice)
- OFGEM, 2020-04-09 — nominal penalty of £1 plus £8,876,500 in consumer redress — On 9 April 2020, the Authority confirmed its decision to impose a financial penalty on Ovo Energy Limited. (notice)
- OFGEM, 2018-02-02 — On 29 January 2020, the Authority published its Notice of intention to impose a financial penalty on Ovo Energy Limited. (notice)
Formal action published by the named regulator. Penalty figures are quoted as the regulator stated them; where no figure is shown the action carried none or none was published. Historic actions may predate current management or ownership.
Independent findings
Which?’s 2026 energy supplier survey scored OVO across 15 published metrics.
- complaints performance: 6/15
- accurate payments: 2
- clarity of statements: 2
- contacting your supplier: 8/12
- customer communications: 2
- customer score: 61
- ease of contacting: 2
- overall customer service: 2
- smart meters: 5/10
- supporting customers who need it: 9/10
- switching: 2/5
- total score: 61
- usefulness of communications about energy costs: 2
- value for money: 2
- which assessment score: 60
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
What their policy promises
refund window: 5 working days — meanwhile 46 reviewers in our census window reported refund delays.
“We'll pay it into the bank account you use for your Direct Debit, usually within 5 working days.”
refund window: 10 working days — meanwhile 46 reviewers in our census window reported refund delays.
“If we need to send a cheque, that could take up to 10 working days.”
refund window: 10 working days — meanwhile 46 reviewers in our census window reported refund delays.
“It’ll be paid into the bank account you used for your Direct Debit payments, usually within 10 working days of us sending your final statement.”
refund window: 10 working days — meanwhile 46 reviewers in our census window reported refund delays.
“If your energy account is in credit, we’ll refund you within 10 working days of your final bill.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 846 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 846 company replies to negative reviews analysed, 50% engaged with the specific problem and 45% were generic templates.
What employees say
Employees rate OVO 2.8★ overall from 1,176 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 2866 company-invited reviews in the recent window average 4.82★, while 131 organic (uninvited) reviews average 1.58★.
19% of its 2591 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 40% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 67,258 of this company’s 303,904 Trustpilot reviews (22%) were written in the last 12 months.
What are the most common complaints about OVO?
Support unhelpful
308 reports · 40% of complaintssteady“Just got a bill from ovo energy for £3,400, only one problem I've had the gas and electricity disconnected from this property since 2023”
The company replied on 2026-07-28: “Hi there, I'm very sorry to hear of the billing issues you're currently experiencing, and I'd be happy to investigate this further. So we can look into this, please send your full name, date of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“The engineer did his repair which I was very grateful for . But was very discussed that i was completely ignored”
The company replied on 2026-07-30: “Hi there, I'm very sorry to hear of your experience, and we'd be happy to investigate this further for you. So we can look into this, may I please ask you to send your full name, date of birth, full…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I chased OVO about this many times, and now, 9 months later, still nothing has happened”
The company replied on 2026-07-28: “Hi there, This is disappointing to read, and I'm sorry you did not receive the necessary assistance. If there is anything else we can help with, you can find alternative ways to contact us here:…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Billing errors
187 reports · 24% of complaintsrising since 2026-08“couldn't get through to speak to anyone”
The company replied on 2026-08-08: “Hi Kate, I'm disappointed to hear the issues you have been having. Can you please email us on [email protected] with your full name, DoB and full address including postcode? Please also include as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Just got a bill from ovo energy for £3,400, only one problem I've had the gas and electricity disconnected from this property since 2023”
The company replied on 2026-07-28: “Hi there, I'm very sorry to hear of the billing issues you're currently experiencing, and I'd be happy to investigate this further. So we can look into this, please send your full name, date of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“they decided to get a debt collection agency involved!”
The company replied on 2026-09-19: “I'm very sorry to hear about any frustration that we've caused you with your final bill, as well as for any difficulty you've had in getting through to us. We'd be happy to help here. Please send…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
127 reports · 17% of complaintsrising since 2026-08“they also took another monthly payment - for an account which had been closed over a week earlier”
The company replied on 2026-08-04: “Thank you for getting in touch with us. I'm really sorry to hear about the service you've received. We'd be happy to help here. Please send a summary of what you needed help with alongside your…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“couldn't get through to speak to anyone”
The company replied on 2026-08-08: “Hi Kate, I'm disappointed to hear the issues you have been having. Can you please email us on [email protected] with your full name, DoB and full address including postcode? Please also include as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“OVO then sent my case to a debt recovery agent who then started bombarding me with emails”
The company replied on 2026-07-29: “Hi Paul, I'm sorry for the issue with your payment. If you'd like to pay by bank transfer, please find our bank details below: Bank: Barclays Account name: OVO ENERGY LTD Receipts Sort code: 20-00-00…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Overcharging
63 reports · 8% of complaintsrising since 2026-08“they also took another monthly payment - for an account which had been closed over a week earlier”
The company replied on 2026-08-04: “Thank you for getting in touch with us. I'm really sorry to hear about the service you've received. We'd be happy to help here. Please send a summary of what you needed help with alongside your…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“they’ve not releasing my credit payment”
The company replied on 2026-07-15: “Hi Jan, I'm disappointed to hear the issues you have been having. Can you please email us on [email protected] with your full name, DoB and full address including postcode? Please also include as…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“They have our my d/do from 133.00 pounds to 159.00 pounds”
The company replied on 2026-07-15: “Hi , I'm disappointed to hear the issues you have been having. Can you please email us on [email protected] with your full name, DoB and full address including postcode? Please also include as much…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Account/app problems
61 reports · 8% of complaintssteady“Nearly impossible, every time I called, waited for hours someone to answer”
The company replied on 2026-08-06: “Hi Vitalija, I'm disappointed to read your review. Please can you send us an email to [email protected] with your name, address, and postcode, and we'll be able to help. Thanks, Dave”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“why is my account balance now £170? I don’t understand anything, where the money is going to in the system”
The company replied on 2026-07-30: “Hi Rebekah, This is disappointing to hear, and I'm sorry for any frustration this situation may have caused. So we can look into this, may I please ask you to send your full name, date of birth, full…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“They have failed to listen to me, just generating standard responses so finally I am switching”
The company replied on 2026-07-28: “Hi there, This is disappointing to read, and I'm sorry to hear of the stress and worry this situation may have caused. So we can look into this, please send your full name, date of birth, full…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Aggressive collections
58 reports · 8% of complaintsrising since 2026-08“OVO then sent my case to a debt recovery agent who then started bombarding me with emails”
The company replied on 2026-07-29: “Hi Paul, I'm sorry for the issue with your payment. If you'd like to pay by bank transfer, please find our bank details below: Bank: Barclays Account name: OVO ENERGY LTD Receipts Sort code: 20-00-00…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“suddenly I start getting threatening legal letters from a debt collector, completely out of the blue”
The company replied on 2026-07-29: “Hi Nigel, I'm sorry to hear about the issues with the debt balance. If there are any problems still ongoing, please continue to speak to the Ombudsman directly. Thanks, Lawra”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they decided to get a debt collection agency involved!”
The company replied on 2026-09-19: “I'm very sorry to hear about any frustration that we've caused you with your final bill, as well as for any difficulty you've had in getting through to us. We'd be happy to help here. Please send…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Compare OVO with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.