OVO has a clear complaints process and they will handle your complaint directly. You can find full details, including options for live chat or writing by post, here: How to make a complaint
You can also contact OVO directly:
Pay monthly customers – 0330 303 3063 (Mon–Fri, 9am–5pm)
Pay As You Go customers – 0330 175 9669 (Mon–Fri, 8am–8pm; weekends 9am–5pm)
Or email: complaints@ovoenergy.com
If there’s anything else we can help you with, reach out to us at hello@lightningreach.org