The regulator, Ofgem, said it had to 'step in' after Ovo's performance fell 'below acceptable standards'
Nearly 1,400 Ovo customers are to receive compensation after the energy firm was hit with a £2.37 million penalty by the industry watchdog for complaint handling failures. Ofgem said that 1,395 Ovo customers were affected by lengthy delays in seeing their complaints addressed - in some cases up to 18 months.
Jacqui Gehrmann, deputy director of retail compliance at Ofgem, said: "Ovo failed to adequately protect and respond to their customers when it was needed most. This is not acceptable. Consumers deserve a clear and timely response when they make a complaint, and that's why we stepped in quickly when we identified that Ovo's performance was falling below acceptable standards."
The Energy Ombudsman said: "Our role is to resolve disputes between consumers and energy suppliers, providing independent and impartial decisions that ensure fair outcomes. These decisions are legally binding and suppliers are required to implement them within 28 days.
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