Experiencing Service Issue? We’re here to Listen!
Maxen Power is committed to providing excellent service to our customers. Sometimes, things can go wrong and if this happens, we want to work with you to reach a resolution that you are happy with.
Our Complaint Handling Procedure
If you have any concerns or complaints, please don’t hesitate to contact our Customer Service Advisors. They are committed to resolving any issues promptly and will make every effort to ensure a satisfactory resolution.
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First Step:
To address any concerns or complaints, please communicate with us through email, phone, or letter. Your dedicated account manager will promptly record your concerns and initiate the complaint process on your behalf. We value your feedback and will make every effort to understand and resolve your complaint to your satisfaction. Rest assured, we are committed to actively listening and taking appropriate actions to address your concerns.
Call: 02079 30 30 30
Email: [email protected]
Write: Olympic House, 28-42 Clements Road, Ilford, Essex, England IG1 1BA
Alternatively, you can submit your complaint on our website by filling out the Contact Us form.
Second Step:
If you are dissatisfied with the manner in which we addressed your complaint, you have the option to escalate it to our Complaint Escalation Team. By doing so, you will be assigned a dedicated complaint handler who will be responsible for resolving your complaint. They will conduct a comprehensive review of the issue, take appropriate measures to rectify the situation, and maintain regular communication with you throughout the process. If you are not satisfied with the way your complaint is being managed, you also have the option to request to speak to another member of our team at any time.
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Third Step:
At Maxen Power, we prioritise resolving your complaint and ensuring your satisfaction. If it has been more than 8 weeks since you initially raised your complaint, or if you have received a deadlock letter, you have the option to seek advice from the Energy Ombudsman. This independent organisation provides a free service to help address and resolve complaints. They will conduct a thorough review of your complaint, which may take up to 12 weeks, and provide a final resolution. We will make every effort to address and resolve your complaint.
The Energy Complaints
Process Explained
This video explains our complaints process and how we ensure a fair, transparent, and hassle-free experience for you.
If you’re unhappy with the outcome
For an additional layer of support, We offer access to our escalation team where our complaint escalation consultant works independently and not influenced by any decision made by the complaint team. If you feel that you would like to discuss your complaint with an impartial advisor, you can request this service at any time—we simply require your consent. Our energy consultant will then reach out to you personally at a time and date that is convenient for you to address your queries or concerns and collaborate towards the best possible outcome.
During the review, the complaint escalation consultant will listen to your query or complaint, then communicate with Maxen Power to mediate the situation. They will consider both sides to facilitate a resolution that works for you. This comes at no cost to you.
To request an external review, please contact us at [email protected] Your satisfaction is our priority, and we are here to support you and your business.
The maximum resolution time an independent consultant will take is no more than 48 hours.
Independent Advice
We genuinely want to help you with your complaint and are confident in our ability to do so. However, we understand that there may be times when you seek unbiased advice. If you are experiencing any energy-related issues such as problems with your bills or meters, or if you are struggling to afford your energy usage, there are resources available to help you.
For residents of England or Wales, you can visit citizensadvice.org.uk/energy or contact the Citizens Advice consumer service at 0808 223 1133. These calls are free of charge.
If you reside in Scotland, you can visit energyadvice.scot or contact Advice Direct Scotland at 0808 196 8660. Calls to this helpline are also free.
Citizens Advice and Advice Direct Scotland are the authorised providers of impartial and complementary energy advice and support.