Cancel OVO Energy: The Right Way

How to cancel OVO Energy and reclaim your money without penalty

Why you might cancel OVO Energy

OVO Energy is one of the UK's largest independent energy suppliers, serving approximately five million households across England, Wales, and Scotland. The company offers both electricity and gas, and since its 2020 acquisition of SSE Energy Services, has positioned itself as a digital-first provider with a focus on renewable energy.

You may be considering cancellation for several valid reasons: you've found a cheaper fixed-rate deal elsewhere, you're moving house, you're switching to a green energy provider, or you're dissatisfied with OVO's customer service levels. Whatever your reason, understanding your cancellation rights under UK law is essential, and Tocancel is here to guide you through the process with clarity and confidence.

Understanding OVO energy's tariff structure

OVO Energy offers two main tariff types, and your choice affects your cancellation options and any charges you may face.

Fixed-rate contracts lock your unit price for 12 to 24 months, protecting you against market rises but potentially disadvantaging you if energy prices fall. Variable-rate tariffs follow Ofgem's price cap and change quarterly. The key difference is that early exit fees apply only to fixed-rate contracts, whereas variable-rate customers can cancel with 30 days' written notice and no penalty.

Understanding your tariff type is essential before you proceed with cancellation, because the costs and timescales differ significantly between them.

When early exit fees might apply

Early exit fees apply when you cancel a fixed-rate contract before its end date. However, you may be entitled to avoid these fees if OVO Energy has breached your contract, failed to provide the service you paid for, or if you have a valid reason under consumer law.

Check whether the fee is proportionate to OVO Energy's actual loss, as excessive charges may breach the Unfair Contract Terms Act 1977. If you believe the fee is unfair, Tocancel recommends documenting your reasons and raising a formal complaint before you pay.

Your consumer rights when cancelling OVO Energy

Your rights are protected by UK consumer law, and OVO Energy must honour them regardless of what their terms and conditions state.

The consumer rights act 2015 and your 14-day cooling-off period

Under the Consumer Rights Act 2015, you have the right to cancel a fixed-rate energy contract within 14 days of signing it, without penalty. This cooling-off period applies only to newly entered contracts, not to cancellations of existing agreements that have already moved past this window.

Your legal position is strong here: you can cancel within 14 days of contract acceptance for any reason or no reason at all. After the 14-day window closes, early exit fees apply to fixed-rate tariffs unless you have grounds to dispute them.

For variable-rate contracts, you can cancel at any time with just 30 days' written notice and no financial penalty. OVO Energy must process your cancellation request before your notice period ends.

Distance selling protections and your communication rights

Because energy contracts are concluded remotely (online, by phone, or by post), OVO Energy must provide you with clear pre-contract information and confirmation of your terms in writing. If OVO Energy has failed to provide transparent pricing, misrepresented your contract, or failed to honour a price promise, you have grounds to dispute early exit fees.

Keep all emails, text messages, and letters from OVO Energy as evidence of these communications when you submit your cancellation. This documentation strengthens your position if you later need to escalate a complaint to Ofgem, the energy regulator.

Your right to a final settlement and refund

Upon cancellation, OVO Energy must provide you with a final bill within 6 weeks. This final bill must account for all energy consumed, any credits in your account, and any early exit fees (if applicable). You have the right to a refund if you have overpaid, and OVO Energy must process this within 30 days of your final bill date.

If you have a debt outstanding, OVO Energy may offset this against any refund owed, but they must inform you of this in writing.

How to cancel OVO Energy step by step

You can cancel OVO Energy through three main channels: online via your account, by telephone, or by post. Choose the method that suits you best.

Cancel online through the OVO Energy app or website

Cancelling online is the quickest method and provides you with an immediate confirmation of your request.

1. Log in to your OVO Energy account at ovo.com or open the OVO Energy app on your mobile device.
   • Enter your username and password.
   • If you cannot remember your login details, select "Forgotten password" and follow the reset instructions.
2. Navigate to your account settings or dashboard.
   • Look for a "Manage my account" or "Account settings" section.
   • Select "Manage my energy supply" or "My contracts".
3. Select "Cancel my account" or "Leave OVO Energy".
   • You may be asked to confirm your reason for leaving.
   • Read any early exit fee information displayed on screen.
4. Enter your notice period start date.
   • OVO Energy requires 30 days' written notice.
   • Your cancellation date will be 30 days from the date you submit your request.
5. Review your cancellation summary.
   • Check the cancellation date, any fees, and your final settlement details.
   • Take a screenshot or print this page for your records.
6. Confirm your cancellation.
   • Click "Confirm cancellation" to finalise your request.
   • OVO Energy will display a confirmation message and send a confirmation email.
7. Save your confirmation email and reference number.
   • You will need this reference if you need to follow up or raise a complaint.

Cancel by telephone

If you prefer to speak to someone directly, you can call OVO Energy's customer service team. This method allows you to ask questions about early exit fees and your final balance before you confirm.

1. Call OVO Energy's customer service line.
   • Landline: 0330 303 0055 (available Monday to Friday, 08:00 to 18:00).
   • Mobile: 0330 303 0055 (standard network charges apply).
   • International: +44 330 303 0055.
2. Confirm your identity.
   • Provide your account number, postcode, and date of birth.
   • OVO Energy will verify these details on their system.
3. Request cancellation of your account.
   • Tell the agent you wish to cancel your energy supply.
   • Ask for the cancellation to begin 30 days from the date of your call.
4. Confirm any early exit fees.
   • Ask the agent to provide the exact fee amount in writing if applicable.
   • Request an estimate of your final bill.
5. Request written confirmation.
   • Ask the agent to email or post a cancellation confirmation letter.
   • Obtain the agent's name and a reference number for this call.
6. Note the cancellation date.
   • Confirm with the agent that your cancellation will be effective 30 days from today.

Cancel by post

If you prefer to cancel in writing, you can send a letter to OVO Energy's registered office. This method creates a paper trail, which is useful if you later need to dispute any charges or timescales.

1. Prepare a cancellation letter.
   • Write your letter clearly and address it to OVO Energy Customer Service.
   • Include your full name, account number, and postcode.
   • State that you wish to cancel your energy supply effective 30 days from the date of your letter.
   • Request written confirmation of your cancellation and any early exit fees.
2. Send your letter by Royal Mail Special Delivery.
   • Use Royal Mail Special Delivery Guaranteed by 9:00 AM to ensure a tracked delivery.
   • This provides proof of posting and receipt.
3. Send to the address below:
   • OVO Energy, Registered Office, 1-2 Michels, London, EC1A 4DA.
4. Keep your proof of posting.
   • Retain the Royal Mail receipt and tracking number.
   • This proves you submitted your cancellation request on time.
5. Expect confirmation within 5 to 7 working days.
   • OVO Energy will send a cancellation confirmation letter.
   • Check this letter for the effective cancellation date and any charges listed.

Understanding early exit fees and avoiding overpayment

Early exit fees are charges that OVO Energy may impose if you cancel a fixed-rate contract before the contract end date. Understanding how these fees are calculated helps you assess whether they are fair and whether you should pay them or dispute them.

How OVO Energy calculates early exit fees

OVO Energy typically calculates early exit fees based on the number of months remaining on your contract and the unit price difference between your fixed rate and their current market rate. The fee is meant to compensate OVO Energy for the loss they incur by releasing you from the contract early.

However, the fee must be proportionate to the company's actual loss. If the fee is significantly higher than the loss OVO Energy would genuinely suffer, it may be unfair under the Unfair Contract Terms Act 1977 and the Consumer Rights Act 2015. Tocancel recommends requesting a detailed breakdown of how the fee was calculated and challenging it if the amount seems excessive.

Circumstances where you may avoid early exit fees

You may be entitled to cancel without paying early exit fees if any of the following apply:

• You are within the 14-day cooling-off period after signing the contract.
• OVO Energy has breached the contract or failed to provide the service you paid for.
• You are moving house and OVO Energy cannot supply the property you are moving to.
• OVO Energy has failed to provide clear pre-contract information or misrepresented your contract terms.
• The early exit fee is unfair or disproportionate to OVO Energy's actual loss.
• Ofgem's rules or a change in energy regulation has altered the terms of your contract.

If any of these circumstances apply to you, document your evidence and contact OVO Energy's complaints team. If you reach an impasse, escalate to Ofgem, the independent energy regulator, which has the power to force OVO Energy to refund unfair fees.

What happens after you cancel OVO Energy

Once you submit your cancellation, several things happen in sequence. Understanding this timeline helps you avoid confusion and catch any errors before they become costly.

During your 30-day notice period

Your energy supply continues as normal during the 30-day notice period. You remain responsible for payment of your energy bill up to and including your cancellation date. Continue to take meter readings regularly and report them to OVO Energy to ensure accurate billing.

If you are switching to a new energy supplier, contact your new supplier to arrange a switch date that aligns with your OVO Energy cancellation. Most energy suppliers can coordinate the handover, but you must provide them with your cancellation date.

Your final bill and settlement

After your cancellation date, OVO Energy will send you a final bill within 6 weeks. This final bill includes all energy consumed up to your cancellation date, adjusted for any credits or early exit fees owed.

Review your final bill carefully. Check that the final meter reading is accurate, that any early exit fee is correctly calculated, and that any credit in your account is reflected. If you find an error, contact OVO Energy immediately and request a revised bill.

Refunds and outstanding debt

If you have overpaid (a credit balance), OVO Energy must refund this within 30 days of your final bill date. Request your refund as a bank transfer rather than a cheque, as transfers process faster and provide clear evidence of receipt.

If you have a debt outstanding, OVO Energy may offset this against any refund owed. They must inform you of this in writing. If you dispute the debt, raise a complaint before OVO Energy offsets it against your refund.

Common mistakes to avoid when cancelling OVO Energy

Cancelling an energy contract can feel daunting, and small errors can delay your cancellation or leave you liable for unexpected charges. Learn from others' mistakes to protect yourself.

Missing the 30-day notice deadline

OVO Energy requires 30 days' written notice of cancellation. If you miss this deadline, your cancellation will be delayed, and you may be charged for an additional month of energy. Submit your cancellation request as soon as you decide to leave, not on the date you want to leave.

Not obtaining written confirmation

Always request written confirmation of your cancellation, including the effective cancellation date and any charges listed. This protects you if OVO Energy disputes your cancellation later or if you need to escalate a complaint. Without written confirmation, you have little evidence of your request.

Failing to provide accurate meter readings

Before you cancel, provide OVO Energy with a final meter reading for both your electricity and gas meters (if you are supplied by both). Use the most current reading available, taken as close to your cancellation date as possible. Failure to provide accurate readings can result in an estimated final bill, which may overcharge you.

Not checking for early exit fees before cancelling

If you are on a fixed-rate contract, check the early exit fee amount before you confirm your cancellation. Tocancel recommends obtaining a written quote of the fee so you can assess whether it is fair. You may decide that paying the fee is worthwhile if you are moving to a much cheaper deal elsewhere.

Cancelling before switching your energy supply

Do not cancel OVO Energy until you have confirmed that a new supplier is ready to take over your supply. A gap in your supply can leave you without energy, and reconnection can be costly. Coordinate your cancellation and switch dates with your new supplier in advance.

Checklist: ensuring your cancellation goes smoothly

Use this checklist to track your progress and confirm that you have completed all necessary steps.

Key facts about cancelling OVO Energy at a glance

Here is a summary of the essential information you need to cancel OVO Energy.

Contact information and next steps

If you have questions or encounter difficulties during your cancellation, use the contact details below.

OVO Energy customer service

Telephone: 0330 303 0055 (Monday to Friday, 08:00 to 18:00).

Online: Log in to your account at ovo.com and use the live chat or message function.

Post: OVO Energy, Registered Office, 1-2 Michels, London, EC1A 4DA.

Escalation: ofgem (the energy regulator)

If OVO Energy refuses your cancellation request, disputes your early exit fee, or fails to refund you within 30 days of your final bill, escalate your complaint to Ofgem. Ofgem is the independent regulator of the gas and electricity industry in the UK and has the power to investigate complaints and force energy suppliers to refund money if they have breached their obligations.

You can contact Ofgem at: [email protected] or call 0300 003 3300.

Get support from tocancel

Tocancel has helped thousands of consumers cancel their energy contracts, challenge unfair early exit fees, and secure refunds they were owed. If you need guidance on your specific situation, whether you are unsure about your rights, or if you want help drafting a complaint letter to OVO Energy or Ofgem, Tocancel is here to help you take confident action. Visit tocancel.com today to access free, expert advice and resources tailored to your cancellation needs. Your consumer rights matter, and Tocancel is here to ensure you understand and enforce them.