OVO Energy's public terms include 20 promises that give customers money back, credit or compensation. Here is each one, with the deadline, what to send and the exact clause.
The promises
Agent can check account close/switch date vs 6-week deadline using account data alone.
“If we don't meet this deadline, we'll pay you £40 in compensation.”OVO Energy policy page, Final billing
Agent can track final bill date and 10-working-day refund window using account data.
“If you don't receive your refund within 10 working days, we'll pay you £40 in compensation.”OVO Energy policy page, Refunding final credit balance
Agent can report a missed/rescheduled appointment but OVO must verify which commitment was broken.
“If we don't meet any of these commitments, we'll credit £40 into your account.”OVO Energy policy page, Meter appointments
Requires comparing two timestamps which OVO holds internally, so agent must request verification.
“If it takes longer than 24 hours to reconnect your supply, we'll credit £40 into your account.”OVO Energy policy page, Reconnecting your supply
Multiple sub-steps (assess, agree, confirm) each count as separate failures requiring OVO verification.
“If we don't meet any of these commitments, we'll credit £40 into your account for each failure. If we don't make this payment within 10 working days, we'll pay you an extra £40.”OVO Energy policy page, Credit meters
Needs comparison of contact time vs fix/arrival time, including weekend/weekday distinction, verified by OVO.
“If we don't meet these promises, we'll credit £40 into your account.”OVO Energy policy page, Prepayment meters
Timeline is checkable but OVO's broad 'any other reason beyond our control' exception requires discretionary review.
“If we don't complete your switch within 5 days, we'll credit £40 into your account unless: We don't have all the information needed to complete your switch; We think there's evidence of a fraudulent switch; The delay is for any other reason beyond our control”OVO Energy policy page, Switching to OVO in 5 working days
Amount and liable party depend on case-specific investigation across two suppliers, requiring human judgement.
“You may be entitled to compensation of £40 or more. The exact amount, and which supplier pays it, will depend on the specific circumstances of the erroneous transfer.”OVO Energy policy page, Erroneous transfer
Depends on a third-party network operator's determination of fault and compensation amount before OVO's timeline even starts.
“When this happens, we'll credit this into your account. If you don't get it within 10 working days, we'll add £40 to this payment.”OVO Energy policy page, Electricity Distribution Networks and Gas Transporters
Requires tracking the tariff end date and coordinating either a new tariff selection or third-party switch notification within the window.
“If within 20 working days of the end of your fixed energy tariff you: decide to leave us and your new supplier notifies us that you're switching and that switch takes place within a reasonable period; or you enter into a new energy tariff with us, we'll keep your charges the...”OVO Energy terms, Terms 4.3
An agent can simply notify OVO of cancellation within the 14-day window using the known contract start date.
“If you change your mind, tell us before the end of the cooling-off period and we'll take reasonable measures to stop your switch. ... You will still be able to leave us during your cooling-off period without paying an early exit fee, but you will have to pay for the energy you...”OVO Energy terms, Terms 3.4
No conditions or deadlines apply; an agent can request cancellation at any time.
“you can cancel your Contract with us anytime without paying an exit fee. See section 10.4 'Exit fees'.”OVO Energy terms, Terms 4.4
The refund is automatic and requires no customer action beyond flagging a discrepancy if one occurs.
“If you have any money (credit) left on your account after we've sent you a final bill, you don't need to do anything, we'll refund you any amounts owing. All refunds will be made in line with our Refunds Policy here. You should contact us if you think your refund is wrong.”OVO Energy terms, Terms 12.5
This refund is automatic and requires no customer or agent action beyond confirming final meter readings have been received.
“If there's any leftover credit in your energy account, your refund will happen automatically. You don't need to request one. Once we've had your final meter readings from your new supplier, we'll send your refund. It'll be paid into the bank account you used for your Direct...”OVO Energy policy page, If you're switching to a different energy company
Requires waiting for contract end and final bill issuance, and confirming no outstanding debt, before a claim can be made.
“If you don't owe us any money it'll be returned to you at the end of your Contract after we've sent you your final bill.”OVO Energy terms, Terms 3.10
Requires matching the customer's specific circumstance to one of several listed exemption categories and supplying relevant dates.
“You won't have to pay an exit fee if: you cancel your energy tariff during your cooling-off period; you cancel your energy tariff because you've moved house; you complete a switch to another supplier anytime after the earlier of: we give you your statement of renewal; or 49 days...”OVO Energy terms, Terms 10.4
Requires the agent to track the exact date a disadvantageous change took effect and act/notify within the 20 working day window.
“If you don't agree with the changes we're making under section 9.2, you can: switch to another energy tariff with us as long as you cancel your Contract with us and move to a new energy tariff within 20 working days of the change or price rise coming into effect; or switch to...”OVO Energy terms, Terms 9.3
Payment depends on a third party (the new supplier) providing meter readings, which the customer/agent cannot directly control.
“If you leave us and are due a refund, it'll be paid once we've received the meter readings from your new supplier and sent you your last bill.”OVO Energy terms, Terms 7.22
An agent can submit the request via the online Payments section, but must first verify multiple eligibility conditions (account age, number of DD payments, recent meter reading, no pending refund) which may require several data checks.
“You can ask for a refund at any time, as long as your energy account meets the conditions below. The minimum refund amount you can request is £5. You need to have enough credit in your energy account to cover one Direct Debit payment +£5. Your account needs to be more than 90...”OVO Energy policy page, When can you get a refund?
An agent would need to ensure final meter readings and new address details have been submitted before the automatic refund is triggered, which involves a couple of coordinated steps.
“If your energy account is in credit, we'll refund you within 10 working days of your final bill. It'll be paid into the bank account you use for your Direct Debit payments.”OVO Energy policy page, If you're moving to a new home
How to claim
Based on OVO Energy's public terms and policy pages, read on 30 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.
Questions
Yes. OVO Energy's public terms include 20 promises that pay out or give credit when something goes wrong, including: Late final statement after leaving OVO; Final credit balance refund delay beyond 10 working days; Missed/late/rescheduled meter appointment compensation; Supply reconnection delay beyond 24 hours.
It depends on the promise. The shortest deadline in the terms is 5 days, so claim as soon as you can. Each promise on this page shows its own deadline.
OVO Energy has a Promise Score of 76 out of 100 (excellent), ranking #4 of 77 UK companies and #3 of 9 in Energy.