Call the Rebel team on 0345 528 0195.

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

Email us at help@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:

1. Your contact details or account number
2. The problem you’re facing, how it came about, and the impact it’s having on you
3. 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.

Citizens Advice evaluates energy suppliers in five distinct categories, rating their customer service quality based on various reliable sources. Each supplier is scored out of 5 stars, and more information is available on their website. We were reviewed on our customer service standards for the third time, covering the period July to September 2024. We were ranked 16th out of the 16 suppliers rated. We are committed to improving our performance and to reduce the number of complaints we receive. We also intend to sign up to the Customer Commitments assessed by Citizens Advice, notably the Energy Switch Guarantee and the Vulnerability Commitment.

Period	Rank	Overall Rating	Contact Waiting Time	Fewer Complaints Received	Customer Commitments
Q3 2024	16	1.8/5	3/5	1/5	0/5

We want to offer the best customer service we can each day. We believe we have a responsibility to our customers to do this, and the Rebel team wants to deal with 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:

Our complaints performance is as follows:

Reporting Period	Received per 10K customer accounts	Resolved per 10K customer accounts	Resolved the same or next working day	Resolved in 8 weeks or less
Q3 2024	22.0	14.0	8.9%	88.6%

Our highest reasons for customer complaints in Q3 2024 were:

Billing and meter reading issues unrelated with meter type	34.2%
Payment Issues	15.6%
Billing and meter reading issues related with smart meters	9.3%
Customer service	18.6%
Switching issues unrelated with meter type	6.3%

Billing

We know how important it is for us to provide customer bills which are timely and accurate. To do this we need to ensure we have actual meter readings provided by customers aligned to their billing cycle or sourced from their smart meters. We continue to be focused on understanding any billing issues and taking action to address these.

We use customer feedback to help decide the priority of improvements with a keen focus on making being a Rebel customer as easy as possible. We are also committed to continuing to roll out smart meters to customers to enable them to track their consumption of energy and associated cost.

Payment Issues

Paying your bill should be an easy and straightforward thing to do. We actively encourage customers to set up a direct debit so that they have the comfort of knowing how much their monthly payment will be. We are reviewing our end-to-end direct debit process to ensure that these are set up correctly so that our customers can have complete confidence that their payment will be taken as expected.

We do understand that direct debit isn’t for everyone and therefore we do accept payments on our website, and we provide a payment link. We are exploring other technology so our customers can select the way they would prefer to pay.

Customer Service

Everything we do, we do with the customer at the forefront of our minds. We are constantly looking for ways to better support our customers and taking on board customer feedback to do this. We are committed to making sure we have customer-centric people delivering a customer-focused service. We are continuing to grow the Rebel team and ensuring new colleagues have the best onboarding experience possible to support our customers. We continually invest in colleague development ensuring that they have the latest knowledge to best support Rebel customers.

We are investing in technology for both our colleagues and our customers. We want to make it as easy as possible to access and manage your energy account.

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 most customers joining Rebel, there are occasional issues we need to improve on. We are using customer feedback to make sure we are focusing on the right things to achieve this. We are continuing to focus on opening meter readings so we can set up new customer accounts quickly, with all the right information and ensure a happy journey with Rebel. We are also continuing to review our customer communications to ensure that they are all clear, concise and explain to our new customers what to expect as they come on supply with Rebel.

We want to provide a service that is tailored to the needs of our customers

We understand that customers circumstances can change and also that customers may have certain needs that rely on the availability of their energy supply. We offer a range of additional ‘priority’ services to customers in certain vulnerable circumstances.

Eligibility criteria includes people who:

1. are of a pensionable age
2. are disabled or have a long term medical condition
3. have a mental health condition
4. have a hearing or sight condition
5. are pregnant or have children under the age of 5
6. have extra communication needs, such as not speaking or reading English

If you would like to hear more about the PSR and find out if you are eligible then please get in touch with us.