We're Here
to Help with
Your Complaint
Dear Customer,
Thank you for reaching out to the complaints department regarding your recent query. We appreciate your email to Maxen Power and are here to support and advise you further.
We have 8 weeks to resolve your complaint before it can be escalated further to the Energy Ombudsman. During this period, Maxen Power will carry out a thorough review of your concerns and any actions taken in order to address them, with the goal of reaching a satisfactory resolution.
For your reference, you can find our Complaints Policy and Procedure on our website: www.maxenpower.com/complaints/
Contact Us
If you have any questions or need further support regarding your existing complaint, please do not hesitate to contact us at [email protected]
If your complaint has already been resolved and you are not satisfied with resolution or require further support, please do not hesitate to contact us at [email protected]
Alternatively, you can call us on 02079 303030 and select option 3 to connect directly with our Customer Service team.
Independent Advice
At Maxen Power, you can speak to our independent consultant via phone or email regarding any complaint concerns. They will review your concerns impartially and independently. You may request this service at any time by contacting our complaints team.
CITIZENS ADVICE
Know your rights in a changing energy market. Get help with an energy problem.
If you need help with an energy problem, Citizens Advice provides free and independent energy advice and support. This includes issues with your bills or meters, or if you’re struggling to pay for your energy. Citizens Advice can also refer you directly to the Extra Help Unit service if you need specialist support to resolve your energy problem.
Contact Citizens Advice
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 your energy. They’re the official source of free and independent energy advice and support. Citizens Advice 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:
- Call: 0808 223 1133
- Textphone: 18001 followed by 0808 223 1133
- 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, currently provides advice and support to small business and microbusiness consumers. Check if your business is a small business or microbusiness here.
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
For Small and Microbusiness Consumers
Citizens Advice, Citizens Advice Scotland, and Advice Direct Scotland provide advice and support to small and microbusiness consumers. Check if your business qualifies as a small or microbusiness here.
England, Wales and Scotland (EWS)
Get help with an energy problem
You can get help with energy problems. This includes issues with your bills or meters, or if you’re struggling to pay for your energy. If you live in England or Wales, go to citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
If you live in Scotland, go to cas.org.uk, or contact your Local Citizens Advice office. If you live in Scotland, you can contact Advice Direct Scotland on 0808 196 8660 or visit energyadvice.scot. Calls are free.
If you need specialist support to resolve your energy problem, Citizens Advice and Advice Direct Scotland can refer you directly to the Extra Help Unit service.
England and Wales (EW)
Get help with an energy problem
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)
Get help with an energy problem
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
It is a complimentary, unbiased, and neutral service. If we cannot reach an agreement on a resolution, you may reach out to the Energy Ombudsman if you have received a final offer letter from us or if your complaint remains unresolved after 8 weeks.
Should your complaint remain unresolved after 8 weeks, you can contact the Energy Ombudsman on:
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:
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Apologies.
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Give an explanation.
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Take action to correct things for you.
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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:
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Consumes less than 100,000 kWh of electricity annually.
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Consumes less than 293,000 kWh of gas annually.
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Has fewer than ten full-time equivalent employees.
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Has an annual turnover or total balance sheet not exceeding 2 million Euros.
Thank you for your patience during this time. We want to reassure you that we are committed to addressing your concerns, and we will take all necessary steps to resolve your complaint.