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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Your rights
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. For Pay Monthly accounts, call 0330 303 5063, Monday to Friday, 9am to 5pm. For Pay As You Go, call 0330 175 9669, Monday to Friday, 8am to 8pm, or weekends, 9am to 5pm. You can also use their online chat or email. Provide your account number, address, and contact details.
- 3If your request is refused or significantly delayed, make a formal complaint. You can use the phone numbers above or email. For written complaints, post to OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ. Clearly state the issue and what resolution you seek.
- 4If your complaint isn't resolved within eight weeks, or you receive a 'deadlock letter', escalate your case to the Energy Ombudsman. Ofgem guidance states Ovo should explain how to contact the Ombudsman at this stage. The Ombudsman is a free, independent scheme that can require Ovo to correct the problem, apologise, explain what happened, and make a financial award. Their decisions bind Ovo Energy, but not you.
- 5If the credit is due to an incorrect or unauthorised Direct Debit payment, you may also 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.
What actually happens
Most Ovo Energy credit refunds are processed within 5-10 working days once approved, often after an initial phone call or online request. If your request is denied or delayed, you will enter Ovo's formal complaints process. This stage typically takes up to eight weeks for Ovo to investigate and provide a final response. Many issues are resolved here, especially with clear communication of your rights. If Ovo fails to resolve the complaint within this timeframe, or issues a deadlock letter, you can escalate to the free, independent Energy Ombudsman. The Ombudsman can compel Ovo to issue a refund, apologise, explain what happened, and make a financial award, with their decisions binding on the company. While most cases are settled earlier, the Ombudsman provides a strong final recourse for consumers.
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.
What information should I provide when contacting Ovo Energy with a complaint?
When contacting Ovo Energy, provide your account number, address, and contact details. This helps them quickly identify your account and address your concerns.
What can the Energy Ombudsman do?
The Energy Ombudsman is a free, independent service that can require Ovo Energy to correct a problem, apologise, explain what happened, and make a financial award. Their decisions are binding on Ovo Energy.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-24.