We’re working together to resolve your issue

Which Shell Energy service do you have an issue with?

Shell Energy is Resolver Recognised for customer service excellence as an energy and broadband provider.

According to its own customers, Shell Energy is offering top-quality customer service when dealing with their complaints. If you are a Shell Energy customer and you have an issue, you can expect an excellent resolution and the customer care that comes with it.

Resolver Recognised is our user-driven system to highlight customer service excellence across companies in all sectors. Our detailed analysis of customer feedback means only companies identified by their customers as excellent customer service providers can become Resolver Recognised.

What's more, we constantly monitor performance to ensure companies remain eligible to qualify, so when you see the Resolver Recognised logo, you can be confident that you will receive excellent service should you have the cause to raise an issue.

How do we calculate metrics?

Shell Energy

Shell Energy works with Resolver to give you the best possible outcome for your complaint.

81 %

Resolution rate

Most complained about services

Dual Fuel (Gas & Electricity) Supply Broadband Electricity Supply

Most common issues

Billing/payment Account Service issue

Outstanding comments

Neutral comments

Disappointed comments

Julian

2 days ago • Resolved

Slow internet speeds

After some initial issues, I subsequently received some very attentive assistance from one particular adviser at Shell and the problem was subsequently successfully resolved. I have already thanked this individual personally but wish to also record my appreciation here as well.

Youmna

2 days ago • Resolved

Disputed bill

Thank you for dealing with my complaint promptly and resolving the issue straight away.

Lynne

2 days ago • Resolved

Other (none of the above)

Initially disappointed that Shell claimed not to have details (including details of a credit refund) from my previous provider Goto. After months of delay I raised a complaint which was dealt with very swiftly. Thank you Lynne Wallace

Pierce

3 days ago • Resolved

Smart meter issue

The main issue was not the fault of Shell but due to previous installation of Smart Meter by Pure Planet. This led to multiple issues. Which Shell sorted in the end. Resolver provided a excellent platform to communicate between myself and Shell.

Jade

3 days ago • Resolved

Disputed bill

Alan took ownership of my complaint while another member of staff was off. He called at every opportunity with an update. He was understanding and supportive and I cannot fault his service Before Alan this complaint had gone on months and was becoming very stressful to deal wit

Next steps

It’s quick and easy to get your case started. We’re on hand to help, every step of the way.

Select issue

What can we help with? Let us know by choosing the issue you’d like Shell Energy to take a look at.

Submit issue

Once you’ve chosen an issue, you can add photos, videos or other information to help your case. When you’re done, we’ll send it all off to Shell Energy.

Track progress

We’ll keep everything in your personal case file, so you can always check where you’re at and see what to do next.