Claim Your Credit Refund from Ovo Energy
If your Ovo Energy account shows a significant credit balance, you're entitled to get that money back. Energy suppliers shouldn't hold onto your cash unnecessarily. This guide will help you claim what's rightfully yours.
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Under Ofgem's Supply Licence Conditions and general consumer protection principles, energy suppliers like Ovo Energy are expected to manage customer accounts fairly and refund significant credit balances upon request. This is particularly true if these balances are not reasonably required to cover future energy use.
Step by step
- 1Check your Ovo Energy account online or via their app to confirm your current credit balance. Ensure your meter readings are up to date, as this affects the accuracy of your balance.
- 2Contact Ovo Energy directly to request a refund of your credit. Use their online chat, phone line, or email. Clearly state the amount you believe you are owed and ask for it to be returned to your bank account.
- 3If Ovo Energy refuses your request or significantly delays the refund without a valid reason, make a formal complaint. If your complaint isn't resolved within 8 weeks, or you receive a 'deadlock letter', you can escalate your case to the Energy Ombudsman.
- 4If the credit is due to an incorrect or unauthorised Direct Debit payment, you may also be able to claim under the Direct Debit Guarantee through your bank. This is typically for specific payment errors, rather than general credit accumulation.
What they'll say, and your comeback
“We need more recent meter readings before we can process a refund.”
Comeback, I have provided up-to-date readings, or my account is on a smart meter. My credit balance is still significant even with projected usage based on actual data.
“Your account balance is an estimate, we need to wait for an actual bill to confirm.”
Comeback, I've submitted actual readings, or my smart meter provides them. My credit is based on actual usage and payments, not an estimate.
“We're holding onto the credit to cover your future bills.”
Comeback, My credit balance is excessive and not reasonably required for my upcoming usage. I am entitled to a refund of the surplus amount.
FAQ
How long does an Ovo Energy refund typically take?
Once Ovo Energy approves your refund request, the money should usually be processed and appear in your bank account within 5-10 working days.
Can I get a refund if I've already switched away from Ovo Energy?
Yes. If your final bill with Ovo Energy shows a credit balance, they are obligated to refund it. This should happen automatically, but if it doesn't, you'll need to contact them to chase it up.
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A self-serve tool, not a law firm. General information, not legal advice.