Maxen Power

We're Here
to Help with
Your Complaint

Dear Customer,

Thank you for reaching out to the complaints department regarding your query. We appreciate your call/email to Maxen Power and are here to support and advise you further.

We have 56 days 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 complaint policy and procedure on our website: www.maxenpower.com/complaints/

Contact Us

If you have any questions or need further support regarding your complaint, please do not hesitate to contact us at [email protected]. Alternatively, you can call us on 02079 303030 and select option 4 to connect directly with our complaints department.

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.

Know Your Rights in a Changing Energy Market

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

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.

If you live in Scotland, you can contact Advice Direct Scotland via their website at https://energyadvice.scot/ or by phone on 0808 196 8660.

  • Website: citizensadvice.org.uk/energy
  • Phone: 0808 223 1133 (Monday to Friday, 9am to 5pm, lines closed on bank holidays)
  • Textphone: 18001 followed by 0808 223 1133
  • Welsh-speaking adviser: 0808 223 1144

Citizens Advice has released the “Know Your Rights” leaflet, which contains their contact information and additional resources for assistance with energy bill queries:

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.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/your-small-businesss-energy-supply/your-small-business-cant-afford-its-energy-bills/check-if-your-business-is-a-microbusiness/

England, Wales, and Scotland (EWS)

You can get help with energy problems, including issues with your bills or meters, or if you’re struggling to pay for your energy.

  • For England and Wales:
    Visit citizensadvice.org.uk/energy or contact the Citizens Advice consumer service on 0808 223 1133. Calls are free.
  • For Scotland:
    Visit cas.org.uk or contact your Local Citizens Advice office. Alternatively, 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.

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 56 days, you can contact the Energy Ombudsman on:

By calling

0330 440 1624
By email

[email protected]
By post

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.

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.