At a glance complaints data Q4, Oct-Dec 2016
Ovo Energy Limited
Figures shown are number
of complaints per 100,000
customer accounts
* These are actual
complaint figures
5.90
73*
8.97
Complaints
accepted
Total complaints
accepted
Complaints
resolved
111*
Total complaints
resolved
Complaints accepted
(Top complaint types)
Complaints resolved
(Top complaint types)
Average award
(Top complaint types)
Top three billing complaints
Billing
Billing
Billing
3.55
5.74
£54
1 Disputed gas or
electricity usage
Transfer
Transfer
Transfer
0.97
1.29
£62
Smart meters
Customer service
Customer service
0.65
0.81
£64
Other**
Other**
0.73
1.13
Non-financial
1.45
Both
6.54
3 Disputed ‘other’
charges
**We revised complaint types in August 2016 to provide more detailed
analysis; this has resulted in more categories so the "other" total is
larger than in previous quarters.
74%
Financial
0.00
2 Delays
No action
0.89
of awards with
a financial
element