Customer Complaints Process
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 respond to your complaint within 2 working days 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 aim to resolve most complaints within 3 weeks. Many 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.
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 both micro and small businesses.
*Micro Business Definition. A business that employs fewer than ten employees (or FTE equivalent) and has annual turnover or balance sheet of not more than £2 million; or consumes not more than 293,000 kWh of gas per year; or not more than 100,000 kWh of electricity per year.
**Small Business Definition. A business that employs fewer than fifty employees (or FTE equivalent) and has annual turnover of not more than £6.5 million; or a balance sheet not greater than £5 million; or consumes not more than 500,000 kWh of gas per year; or not more than 200,000 kWh of electricity per year.
A business qualifies as a micro-business or small business for both fuels if it meets the employee and turnover/balance-sheet criteria; if not, but it stays within the usage limit for one fuel, it qualifies for that fuel only.
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 respond within 2 working days and to resolve most complaints within 3 weeks. 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, tell us. With your Letter of Authority we’ll raise it with them and chase it for you. If your supplier doesn’t resolve it, you can take your complaint to the Energy Ombudsman in exactly the same way, and we’ll help you do it.
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 our Customer Service Team if you have more questions about 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.