What counts as a complaint?
A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.
Resolving your complaint:
Sometimes we get things wrong; please let us know so that we can put it right. You can contact us using one of the options below.
•Phone: 01273 914000
•Write: Complaints, Black Sheep Utilities, Telecom House, 125-135 Preston Road, Brighton, BN1 6AF
Our Account Managers are trained to resolve things for you straight away. If they can’t, they’ll connect you with your Executive Account Manager, who is dedicated to fixing the problem for you. The resolution of your complaint might include actions to put our mistake right, an apology, an explanation, or compensation. We aim to resolve eight out of ten complaints within two days. We expect to be able to resolve most other complaints within three weeks, but we’ll tell you if we can’t. With your permission, any complaint not resolved within 7 days will be escalated to the Independent TPI code manager, who may decide to intervene on your behalf depending on the severity of the complaint.
Reviewing your complaint:
If you’re not satisfied with the outcome of your complaint, or you’re not happy with how we’ve dealt with things, we will carry out an internal review of your case. We’ll look into how we’ve handled it and the resolution offered. We will let you know what the outcome of the review is and the reasons for our decision. We will normally take less than two working days to carry out the review. If we agree to carry out other actions following the review we will let you know how long it is likely to take.
Citizens Advice Consumer Service:
To ‘Know Your Rights’ and for free, independent, confidential and impartial advice on consumer issues visit www.citizensadvice.org.uk/energy or call the Citizens Advice consumer helpline on 0345 404 0506. You can contact them at any time during the complaints process.
The Ombudsman Services: Energy
The Ombudsman offers an independent service that is free to use. If you don’t accept the outcome of our internal review, you can contact the Ombudsman. If we have not resolved your complaint within eight weeks, you can contact Ombudsman Services: Energy on 0330 440 1624, email firstname.lastname@example.org, visit www.ombudsman-services.org/energy or write to Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF. The Energy Ombudsman will carry out an independent investigation on your behalf. Any decision reached by the Ombudsman that you accept is binding on us, but not on you. As part of resolving your complaint, they may ask us to do one or more of the following: apologise, give an explanation, and take action to correct things for you or award compensation.