We can confirm that the sale of our business to British Gas has now completed. British Gas will start writing to customers from week commencing 21st September inviting them to move across.

We will be here to continue supporting our customers and to make that journey as seamless as possible.

Complaints performance

We treat complaints very seriously as they show us where we’re not meeting our customers’ expectations. Our complaints performance is updated here quarterly.

Quarterly Complaints Performance

PeriodComplaints receivedComplaints received per 100,000 customer accountsComplaints resolvedComplaints resolved per 100,000 customer accountsComplaints resolved by the next working dayComplaints resolved by the next working day in %Complaints resolved by
eight weeks
Complaints resolved by
eight weeks in %
Quarter 4 – October to December 2018219610312059967107752%200597%
Quarter 1 – January to March 20192963138124461140173471%2446100%
Quarter 2 –
April to June 2019
Quarter 3 – July – September 20192457118621511039113853%2151100%
Quarter 4 – October to December 20192867148323231202139660%2323100%

Top 5 complaint reasons

Robin Hood Energy have made changes to our Customer Relationship Management system to ensure that our bills are going out in a timely and accurate manner. We are exploring if there are further options that we can utilise to improve this service.

Quarter 4 – October – December 2019
Complaint reasonComplaints receivedComplaints received in %
Billing and Meter readings106337%
Customer Service100835%
Payment Issues2609%
Meter Installation2258%
Sales & Marketing1395%