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

Period Complaints received Complaints received per 100,000 customer accounts Complaints resolved Complaints resolved per 100,000 customer accounts Complaints resolved by the next working day Complaints resolved by the next working day in % Complaints resolved by
eight weeks
Complaints resolved by
eight weeks in %
Quarter 4 – October to December 2018 2196 1031 2059 967 1077 52% 2005 97%
Quarter 1 – January to March 2019 2963 1381 2446 1140 1734 71% 2446 100%
Quarter 2 –
April to June 2019
2733 1281 2272 1065 1476 65% 2272 100%
Quarter 3 – July – September 2019 2457 1186 2151 1039 1138 53% 2151 100%
Quarter 4 – October to December 2019 2867 1483 2323 1202 1396 60% 2323 100%


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 reason Complaints received Complaints received in %
Billing and Meter readings 1063 37%
Customer Service 1008 35%
Payment Issues 260 9%
Meter Installation 225 8%
Sales & Marketing 139 5%
Other 0 0%