What’s the procedure?
At Haven Power, we aim to provide our customers with the best possible service. As part of this commitment, we’d like you to let us know if things go wrong – only then can we strive to put things right and learn for the future.
If you have an issue you’d like to raise, please contact your Customer Service Advisor in the first instance. You’ll find their name, direct telephone number and email address on your bill, or in your Welcome Pack.
If you don’t have this information to hand, or you’re not a Haven Power customer, you can contact us in the following ways:
Telephone: 01473 725943 Email: firstname.lastname@example.org Address: Haven Power Ltd, The Havens, Ransomes Europark, Ipswich IP3 9SJ
Once we’ve received your complaint, we’ll record it, investigate your concerns and get back in touch with you. To resolve your complaint, we may;
- Issue an apology
- Provide an explanation
- Take remedial action
- Award you compensation
If you’re dissatisfied with the way we handle your complaint, you may request a review.
In the unlikely event that your issue remains unresolved after eight weeks, we’ll let you know. At this point, you may be able to approach Ombudsman Services – see below.
Where can you find independent advice?
Citizens Advice Bureau (CAB)
If you've already spoken to us about your problem and you would like free, confidential and impartial advice, you can get in touch with the CAB for advice at any time during the complaints process by calling 03454 04 05 06 or visiting citizensadvice.org.uk/energy.
Ombudsman Services: Energy is an independent body that resolves disputes between customers and energy companies. It is a free service and may be relevant if your business meets at least 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.
Ombudsman Services: Energy PO Box 966 Warrington WA4 9DF