Our Response to Ofgem’s Investigation in OVO

We welcome today’s news that following compliance engagement between Ofgem and OVO, consumers will be compensated for OVO’s failures to implement the remedies set by the Energy Ombudsman.

As the Energy Ombudsman, our role is to resolve disputes between consumers and energy suppliers, providing independent and impartial decisions that ensure fair outcomes. These decisions are legally binding, and suppliers are required to implement them within 28 days. While the majority of resolutions are carried out on time, there are instances where consumers face unacceptable delays.

We actively work with suppliers and Ofgem to address these delays and improve compliance, ensuring remedies are implemented within the required timeframe. As the Energy Ombudsman have a responsibility to report instances regarding failures to comply to these standards to the sector regulator, and we raised concerns to Ofgem about OVO’s ability to resolve complaints and complete remedies in a timely manner. It is reassuring to see that this investigation is now concluded, and that OVO has reviewed and improved its systems and procedures.