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Get in touch

Get in touch with our contact team (8am to 5.30pm, Monday to Friday). We’ll try and resolve the issue within 1 working day. You can also write to us - Address: Haven Power Ltd, The Havens, Ransomes Europark, Ipswich IP3 9SJ.

We believe in being honest and transparent – and always try to communicate clearly and provide accurate information. When we get a complaint, we aim to achieve a fair outcome for the customer.

Our complaints process

Step 1

If our Customer Service team can’t resolve your complaint within 1 working day, our Customer Care team will take up the issue and get in touch – then update you every 5 days until the complaint’s resolved.

Step 2

If you’re unsatisfied with our Customer Care team’s progress, you can escalate this matter. One of our agents will pass your case to a senior member of staff to review. Please email directorcomplaints@havenpower.com and we’ll respond within 5 working days.

Step 3

In the unlikely event that your issue remains unresolved after eight weeks or we reach a deadlock, we’ll let you know. At this point, you may be able to approach Ombudsman Services – see below.

The OSE is free to use, totally independent and doesn’t take sides. If you agree with its decision, we have to act upon its recommendations. The OSE may require us to provide an apology, explanation, appropriate corrective action or compensation in certain circumstances. Here are the OSE’s contact details:

OSE contact details: Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF Tel: 0330 440 1624 Fax: 0330 440 1625 Textphone: 0330 440 1600 Email: enquiries@os-energy.org Website: https://www.ombudsman-services.org/

Please remember to include your Haven Power account number in all correspondence with the OSE. This number can be found on any of your invoices.

You may also find it useful to contact the Business Debtline, which offers free, expert, professional debt advice over the phone. You can call 0800 197 6026 or visit online at businessdebtline.org.

Citizens Advice can also help you with your complaint, at any stage in the process. They can offer you free, confidential and impartial advice. You can reach them by calling 03454 040506 or online at citizensadvice.org.uk/energy.

If the terms of your contract apply to a small to medium sized enterprise (SME), then you're deemed to be a microbusiness customer. Please check your terms and conditions.

*If you’ve already received a deadlock letter from us before 8 weeks have passed, you can contact the OSE straight away – and do so for up to 12 months following the receipt of that letter.