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 3 – May – November 2018 1925 9967 2019 1015 645 32% 1612 80%
Quarter 4 – October to December 2018 2196 1031 2059 967 1077 52% 2005 97%
Quarter 1 – January to March 2019 2963 1381 2446 1110 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%

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 3 – July – September 2019
Complaint reason Complaints received Complaints received in %
Billing and Meter readings 1060 43%
Customer Service 610 25%
Payment Issues 341 14%
Meter Installation 203 8%
Switching Issues 54 2%
Other 0 0%

Quarterly Reports

Annual Reports