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