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

At Robin Hood Energy, we are committed to delivering excellent service. This quarter we received fewer complaints than average for energy companies, and our aim is to reduce this further.

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 1 – January to March 2017 550 515 469 439 16 3% 445 95%
Quarter 2 –
April to June
2017
909 635 869 607 26 3% 822 95%
 Quarter 3 –
July to September 2017
1294 831 1318 846 203 15% 1173 89%
Quarter 4 – October to December 2017 1712 1084 1492 945 342 23% 1174 79%
Quarter 1 – January to March 2018 1681 1017 1657 1002 394 24% 1389 84%

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 1 – January to March 2018
Complaint reason Complaints received Complaints received in %
Billing 485 29%
Meter Reading 169 10%
Smart Metering 123 7%
Pay-As-You-Go 83 5%
Direct Debit 78 5%
Other 743 44%

Quarterly Reports

Annual Reports