Clear advice. Real action. A fair resolution.
We work hard to get things right first time. When we fall short, we want to hear about it so we can fix the problem, learn from it, and make sure it doesn’t happen again.
This page explains how to raise a complaint, what we’ll do next, and the free independent support available to you if you’re not happy with our response.
How to make a complaint
You can reach our Customer Service team in whichever way suits you best.
Phone: 01273 914000
Email: [email protected]
Post: Complaints, Black Sheep Utilities, Telecom House, 125-135 Preston Road, Brighton, BN1 6AF
Happy to talk it over?
Reach out to a member of our Customer Services Team, and an experienced, professional member of our flock will be happy to help.
What happens next
We’ll acknowledge your complaint within one working day of receiving it. You’ll get the name and direct contact details of the person handling your case.
We’ll investigate fully – reviewing the account, listening to relevant calls, speaking to your supplier where needed, and gathering every fact before we respond.
We’ll keep you updated with regular progress updates and a clear timeline for next steps.
We’ll aim to resolve within 10 working days. Most complaints are sorted well inside that window. If your case is more complex, we’ll explain why and tell you when to expect a full reply.
If we can’t resolve your complaint
If you’re not happy with our final response — or if eight weeks have passed since you first complained — you can ask the Energy Ombudsman to look at it independently. We’ll also issue a deadlock letter on request if we believe there’s nothing more we can do.
The Energy Ombudsman is free to use, independent of suppliers and brokers, and its decision is binding on us. You don’t need a solicitor.
Phone: 0330 440 1624
Email: [email protected]
Website: energyombudsman.org
Post: Energy Ombudsman, P.O. Box 966, Warrington WA4 9DF
The Energy Ombudsman is available to micro-businesses and small businesses.
You qualify as a micro-business if you have fewer than 10 employees AND annual turnover or balance sheet of £2 million or less; OR you use no more than 100,000 kWh of electricity per year; OR you use no more than 293,000 kWh of gas per year. Following an Ofgem expansion (effective 19 December 2024), you also qualify as a small business if you have fewer than 50 employees AND annual turnover of £6.5 million or less, or a balance sheet of £5 million or less; OR you use no more than 200,000 kWh of electricity per year; OR you use no more than 500,000 kWh of gas per year.
Free, independent customer advice
Citizens Advice offers free, confidential, impartial advice at any stage of your complaint. You don’t have to wait until things have gone wrong — they can help you understand your rights from the start.
Website: citizensadvice.org.uk/consumer
Helpline: 0808 223 1133 — Monday to Friday, 9am to 5pm
Our commitment to you
We treat every complaint as an opportunity to do better. We’ll be honest, we’ll be fair, and we’ll keep you informed every step of the way.
Listening properly. Fixing it quickly. Learning every time.
Frequently asked Questions
How long will it take to resolve my complaint?
We aim to resolve most complaints within 10 working days. Straightforward issues are often sorted within 48 hours. Complex cases — for example, those involving a third-party supplier or a metering dispute — can take longer, but we’ll always give you a clear timeline and keep you updated along the way.
What if my complaint is about my energy supplier, not Black Sheep?
If your complaint is about your supplier — for example, billing errors, meter issues or service problems — you’ll need to raise it with them directly first. We can help you understand the process and chase progress where it’s part of our service to you. If your supplier doesn’t resolve it, you can take their complaint to the Energy Ombudsman in exactly the same way.
If you’re not sure who the right contact is, give us a call on 01273 914000 and we’ll point you in the right direction.
Can someone complain on my behalf?
Yes. A family member, colleague, accountant or other authorised representative can raise a complaint for you. We’ll just need your written permission — usually a short email from your registered address — confirming you’re happy for them to act on your account.
contact the Customer Service Team for more questions regarding authorised representatives
How do you use the information I share with you?
We only use the information you share to investigate and resolve your complaint. We won’t pass it on to anyone outside of Black Sheep Utilities without your permission, except where we need to contact your supplier or the Energy Ombudsman as part of the process. For full details, see our Privacy Policy.
