Unfortunately, we’ve closed our call centre to non-emergency calls to help reduce the spread of the Coronavirus. Please visit our Covid-19 help page for common questions, help, and information.
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% | |||
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