Something not right?

Something not right?

We’d like to fix it

We’re sorry to hear that something’s not right – thanks for letting us know. We’d like to try and resolve your complaint quickly and comprehensively. Here’s the process we’ll use to do that:

We’ll:

  • Find out what went wrong and why
  • Try to fix the problem
  • Explain how we’ve addressed the issue and what happens next
  • Ask if you had a different solution in mind and take that into account.

Our goal is to find a mutually acceptable solution as quickly as possible. We’ll keep you updated along the way.

Step One: Get in touch

Call the Rebel team on 0345 528 0195.

Our office hours are 9am to 5pm Monday to Friday.

Email us at complaints@rebelenergy.com

Or, if you prefer, write to us at Rebel Energy Supply Limited, Bedford Heights, 421 Brickhill Drive, Bedford, MK41 7PH

When you contact us, we’d be grateful if you could provide us with:

  • Your contact details or account number
  • The problem you’re facing, how it came about, and the impact it’s having on you
  • Your preferred solution.

We’ll raise a complaint in relation to your account and try to fix it immediately. If we can’t fix it immediately, we’ll give you a timeframe as to when we can.

Our energy experts can take full ownership of your complaint. They’re trained extensively in all areas, from metering to billing. And they’re empowered to make management-level decisions. We continually run refresher training to keep up with changing technologies. The expert that raises your complaint is responsible for it from beginning to end, so you won’t have to keep explaining yourself.

Step two: If you are not happy with the resolutions offered

If you wish to take your complaint further, our energy expert can pass all the information to an operations manager. They will review your complaint in full and let you know what the next steps are.

Step three: If you need to make a formal complaint

We will write to you about the final solution we have offered and if this is not acceptable then this means we cannot find a mutually satisfactory outcome for yourself and Rebel Energy – this is called “deadlock”. This can then be used to refer and escalate your complaint to the Energy Ombudsman – we hope that it never gets this point.

You can contact the Energy Ombudsman by phone on 0330 440 1624, by email at enquiry@ombudsman-services.org, or through their website https://www.ombudsman-services.org/sectors/energy. Or you can write to them at Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF.

It is a free and independent service, and they will undertake a full review of your concerns and of the actions that Rebel Energy took to try to get to a resolution. If the Ombudsman finds that Rebel Energy has not acted correctly, then they will tell us what we are required to do to put things right.

This can include an explanation and/or an apology. It can also include actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.

Independent advice

If you need independent advice at any time, you can contact Citizens Advice by phone 0808 223 1133 or via their website https://www.citizensadvice.org.uk/consumer/energy/energy-supply.

Their service is free, independent, and confidential. You can also contact Resolver and they will help you with your complaint. Their website is: https://www.resolver.co.uk/complaints/energy-complaints..


Quarterly Performance Reporting


We want to offer the best customer service we can each and every day. We believe we have a responsibility to our customers to do this and there is a desire in the Rebel team to deliver against this. Even with this will, there will be times when things go wrong, or not as our customers expect, and we want to be held accountable for that. We want our customers to let us know when they are not satisfied so we can work with them to resolve their complaint and identify opportunities to prevent these things from happening again and continuously improve.

We look at complaints as a vital source of customer feedback. As uncomfortable as the feedback might be, we need our customers to tell us what isn’t working for them and commit to doing better.

We want to share with you how we are performing and what we are learning from what our customers are telling us:

Reporting Period Complaints Received Received per 10K customer accounts Complaints resolved Resolved per 10K customer accounts Resolved the same or next working day Resolved in 8 weeks or less
Q3 2023 45 7.9 33 5.8 15.2% 100%

Our highest reasons for customer complaints last quarter were:

Billing and meter reading issues related with smart meters 7
Billing and meter reading issues unrelated with meter type 5
Customer Service 4
Switching issues unrelated with meter type 4

We’d like to share a little more information about each of these, what the issues have been and the actions we are taking to improve.

Smart Billing

Smart bills provide our customers with all of the information they need to understand their energy consumption and provide an accurate view of energy usage. There have been rare occurrences where data has been lost or delayed between a customer’s smart meter and our systems and we’ve had to take action to retrieve this information to create an accurate bill. We are committed to improving this by evolving our technology and its ability to interact with data / service providers to minimise occurrences of this. We are also providing ongoing upskilling to our customer facing colleagues ensuring that they can respond confidently and correctly to any billing queries.

Billing

We know how important it is for us to provide customer bills which are timely and accurate. We are continually assessing our billing process based on customer feedback and seeking technology opportunities to streamline this process. We are committed to working towards improving our performance with the aim of every customer receiving accurate bills when they expect them and we are holding our third party relationships to account to make sure they are fully supporting us to do this.

Customer Service

We are passionate about customer service and always put the customer at the centre of decisions we make. We are constantly looking for ways to better support our customers and taking on board customer feedback from multiple sources to do this. We are committed to making sure we have customer-centric people, who are properly skilled and have the tools they need to best serve our customers. We are continuing to grow the Rebel team and investing in the onboarding experience for new colleagues and reviewing their knowledge on an ongoing basis. We are building technology to enable colleagues to easily access all of the relevant information they need to respond to customer queries.

We are investing significantly in our colleague systems and support tools making it easier for them to respond to all customer queries. We are also evolving our app and reviewing our website to ensure it is as intuitive as possible and provides the functionality our customers want to self-serve their Rebel account whenever they choose.

Switching

When you’re switching to a new energy provider you want and expect the process to be smooth. Although this is the case for the vast majority of customers joining Rebel, there are occasional issues that we need to improve on. We are working to improve the speed and accuracy of opening meter readings so we can set up new customer accounts quickly and with all the right information. We are also reviewing our customer communications to ensure that they are all clear, concise and explain to our new customers what to expect and when as they come on supply with Rebel.