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
Second Step:
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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 a review, please contact us at [email protected] Your satisfaction is our priority, and we are here to support you and your business.
Citizen 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.
Monday to Friday, 9am to 5pm. Lines are closed on bank holidays. Contact a Welsh-speaking adviser: 0808 223 1144 Calls are free
Citizens Advice, Citizens Advice Scotland and Advice Direct Scotland currently provides advice and support to small and microbusiness consumers. Check if your business is a small business or a microbusiness by visiting citizensadvice.org.uk
England and Wales (EW)
Contact Citizens Advice if you need help with an energy problem. This includes issues with your bills or meters, or if you’re struggling to pay for the energy you use.
Citizens Advice is the official source of free and independent energy advice and support. They can also refer you directly to the Extra Help Unit service if you need specialist support to resolve your energy problem.
Go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
Scotland (S)
If you’re struggling to pay your energy bill or have a problem with your energy supplier, visit the Citizens Advice Scotland self-help website at cas.org.uk or contact your local Citizens Advice Bureau.
Scottish consumers can contact Advice Direct Scotland. They offer free, independent advice and support with energy bills and issues with suppliers. They can refer you directly to the Extra Help Unit service if you need specialist support to resolve your energy problem. Go to energyadvice.scot or contact Advice Direct Scotland on 0808 196 8660. Calls are free.
Energy Ombudsman
To contact the Energy Ombudsman, you can reach them by phone at 0330 440 1624 from Monday to Friday between 8am-6pm. Alternatively, you can send an email to [email protected] or visit their website at www.energyombudsman.org
Their mailing address is:
Energy Ombudsman
PO Box 966
Warrington
WA4 9DF
The Energy Ombudsman will conduct an independent investigation on your behalf, and any decision they make, which you accept, will be binding for us but not for you. In the process of resolving your complaint, they may request that we undertake one or more of the following actions:
- Apologies.
- Give an explanation.
- Take action to correct things for you.
- Award compensation.
Additional Information
If you are a Micro Business consumer and have any complaints related to an energy broker you’ve engaged with regarding your supplies from Maxen Power, you should first reach out to them directly. If you are unable to resolve the issue with them, you have the right to have your complaint reviewed and decided upon by the Energy Ombudsman.
A Micro Business is defined as any customer that meets one of the following criteria:
- Consumes less than 100,000 kWh of electricity annually.
- Consumes less than 293,000 kWh of gas annually.
- Has fewer than ten full-time equivalent employees.
- Has an annual turnover or total balance sheet not exceeding 2 million Euros.