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 2018 1681 1017 1657 1002 394 24% 1389 84%
Quarter 2 –
April to June 2018
1723 970 1629 917 420 26% 1277 78%
Quarter 3 –
July to September 2018
1925 967 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%

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 2019
Complaint reason Complaints received Complaints received in %
Billing and Meter readings 1505 51%
Customer Service 406 14%
Payment Issues 339 11%
Meter Installation 309 10%
Switching Issues 197 7%
Other

Quarterly Reports

Annual Reports