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: 020 7930 3030
Email: Support@maxenpower.com
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.
Our Internal Escalation Team
If you are still unhappy with the decision we have made, you have the option to reach out to our internal escalation team. This is a free service introduced by Maxen Power to support customers and resolve their cases with complete satisfaction.
This team will conduct an unbiased and careful review of your case to arrive at a decision that is neutral and ensures that your concerns are fairly considered. They have the authority override initial decision made by Maxen Power Customer Support Team.
To escalate to your case to the escalation team, you can email at: escalations@maxenpower.com
The maximum resolution time an escalation team will take is no more than 48 hours, due to any reason further time is required they will inform you accordingly.
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.
Energy Ombudsman
To contact the Energy Ombudsman, you can reach them by phone at 0330 440 1624 from Monday to Friday between 9am-5pm. Alternatively, you can send an email to enquiry@ombudsman-services.org or visit their website at Ombudsman-services.org/energy.