Help & Advice

Home>Help>Complaints

Complaints

Complaints Procedure

At Haven Power we aim to provide a personalised service for customers as an integral part of our package. However we recognise that there may be times when we get things wrong and if that happens we want you to tell us about it. Telling us about it means we can put things right and learn for the future.

If you have a complaint please contact your Customer Service Advisor whose name, direct telephone number and email address can be found in your Welcome Pack or on your bill. If you do not have this to hand, or you are not currently a Haven Power customer, you can contact us in the following ways;

Telephone: 01473 725943
Email: customer.relations@havenpower.com
In writing: Haven Power Ltd, The Havens, Ransomes Europark, Ipswich IP3 9SJ

Once we have received your complaint we will record it, investigate your concerns and provide you with a reply. If you are dissatisfied with the way in which we handle your complaint you may request that it is reviewed.

Actions we may take to resolve your complaint may include any of the following;

  • An apology
  • An explanation
  • Remedial actions
  • Award compensation

If your complaint is not resolved within three weeks we will refer it to the Customer Service Manager and in the unlikely event that it is still unresolved after six weeks it will be referred to a company Director.

If you need independent advice

The Citizens Advice Bureau gives free, confidential and impartial advice. You can get in touch with them for advice at any time during the complaints process. Call them on 03454 04 05 06 or visit citizensadvice.org.uk/energy.

You can download a Citizen Advice Bureau ‘Know Your Rights’ leaflet here or alternatively fill out a query form here.

If we are unable to resolve your complaint to your satisfaction after eight weeks, our smaller customers may contact the Ombudsman Services: Energy.

The Ombudsman Services: Energy may be able to assist you if your business meets one of the following criteria:

  • Consumes less than 100,000 kWh of electricity a year
  • Consumes less than 293,000 kWh of gas a year
  • Has fewer than 10 employees (or full-time equivalent) and an annual turnover/balance sheet total not exceeding €2m.

Further information can be found on their website ombudsman-services.org/energy. Alternatively you can telephone them on 0330 4401624 or write to;

Ombudsman Services: Energy
PO Box 966
Warrington WA4 9DF
enquiries@os-energy.org

Ombudsman Services: Energy is an independent body that resolves disputes between customers and energy companies. This service is a free service.

Still can't find what you're looking for? Call 01473 277556 to speak to one of our energy experts.

Request a callback

Haven Power news, events and industry insights.