Ofgem forces Ovo Energy to enhance ‘serious’ buyer complaints backlog
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vo Energy has been ordered to enhance its customer support following “serious concerns” about its unresolved complaints and ready occasions.
Ofgem on Monday opened compliance proceedings with Ovo after the Energy Ombudsman and Citizens Advice Scotland contacted the regulator concerning the provider’s dealing with and backbone of complaints.
The regulator mentioned it had set Ovo “clear expectations and improvement targets” to handle all excellent complaints and cut back the time it takes for points to be resolved.
Ovo was working with Ofgem to enhance its criticism and referral processes, the regulator added.
An Ofgem spokeswoman mentioned: “There are no excuses for poor customer service and Ofgem has made this clear to all suppliers. Where concerns are raised with us, we will follow up and take appropriate steps.
“Ovo has assured us they are taking steps to address the concerns raised by the Energy Ombudsman and Citizens Advice.
“We will monitor the situation and expect to see things improve. However if they do not we will consider further steps, including the possibility of enforcement action and fines.”
An Ovo spokeswoman mentioned: “Ofgem did not identify any non-compliance from Ovo on this matter.
“We continue to place serious emphasis on the support we provide to our customers and have assured Ofgem of this.”