Having problems with Shell Energy? Use Resolver to make a complaint.
It’s quick, easy and (best of all) it’s free.
How do we calculate metrics?
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Shell Energy

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

83 %

Resolution rate

Most complained about services

Dual Fuel (Gas & Electricity) Supply Broadband Electricity Supply

Most common issues

Billing/payment Account Service issue
Having problems with Shell Energy? Use Resolver to make a complaint.
It’s quick, easy and (best of all) it’s free.

Resolver is not affiliated to, linked with or otherwise endorsed by Shell Energy.
We are an entirely independent issue-resolution tool that enables the raising and handling of consumer issues, making complaining simpler for everyone.

How does Resolver work?

Free forever

Resolver is free. Just raise a case and leave feedback after. Simple! We’ve helped millions of people find a resolution. Get started now and let’s get this sorted.

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There’s no jargon in our rights guides. Instead, they’re full of the info you need to get things sorted. We’ll always be on hand with guidance and support to help you get the results you’re looking for.

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You can be certain that you’re talking to the right person at the right time. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution.

Here's what some of our 5,009,438 users had to say

After 4 years arguing with First Utility about not reading my gas meter, Resolver had it sorted within 2 weeks and the refund soon followed.
John I via facebook
Resolver helped us in contacting First Utility who, in turn, eventually phoned us up to discuss our dispute with them, with a successful outcome.
Les and Pam C via facebook
Excellent and speedy service.
Delia B via facebook
Brilliant result. we had been trying in vain to get some sense from First Utility over misread meters and wrongly calculated bills for the past 4 months. Found Resolver through the Martin Lewis website, 2 weeks later sense prevailed and the bill written off. Can't thank them enough and would highly recommend.
Chris D via facebook
Very easy to use, supportive and informative- brilliant!
John M via facebook
Resolver is "Top of the Shop" as far as I'm concerned for dealing with issues and complaints. When I had problems with a Utility Company, for providing abysmal service and then charging me for the privilege when I left. Resolver helped me shape my complaint and manage it through the various stages to completion. It also advised me at the appropriate stage if I wanted to take the complaint through to the Ombudsman, but thankfully I didn't need to do this and my complaint came to an amicable conclusion. I would recommend Resolver to anyone. The only downside if any is that not all companies are on their database, but they have a request facility, whereby you can request a "new" company to be added. Resolver made my task of complaining much simpler and quicker.
Cheery C via trustpilot
I was very pleased with the way you dealt with my complaint in a prompt and efficient way it was all sorted out in a few days. I would certainly use your services again if it was necessary and recommend to others. Thank you very much.
Pete L via email
Thank you, Resolver. I have been trying to resolve an issue with Npower and could not solve. Resolver made it simple, could not recommend enough
Lisa D via facebook
Resolver helped me twice - first time to solve the conflict with British Gas and second time - with Euroline. Will use them again.
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Helping you with Shell Energy

I’ve received an estimated bill from Shell Energy (First Utility)

Energy suppliers often use estimates to calculate bills. These are based on the typical usage for your home or a home similar to yours (based on the number of people living there and/or size). Shell Energy will usually email you on a regular basis asking for meter readings. The best way to ensure your bills are accurate is to send in meter readings through your online account, by email, or over the phone.

My energy bill is too high

If you’ve received a bill that’s higher than you expected, first of all, check your meter to ensure the readings are accurate. You may have been using more energy than your payments cover and therefore built up a debt. If this is the case then you can use Resolver to raise your concern. If the reads on your bill are estimated, you should submit a read to Shell Energy through your online account, by email, or over the phone. Shell Energy will then reissue your bill automatically, using accurate figures.

An increase in your bill could also be because you’ve come to the end of an existing tariff and moved onto a standard variable tariff. If this is the case then you should consider what you’d like to do next. You’ll usually pay less with a special or fixed-rate tariff rather than remaining on a standard variable tariff.

My account is in credit. Can I get my credit back?

The simple answer is yes, however, we’d recommend checking with Shell Energy before you do. If you pay by Direct Debit, your payments will be spread throughout the year, so during some months you may end up paying more than you use (usually in the summer), while in others you may pay less than you use (in the winter). However, you should find that over the course of the year, the amount you’ve paid reflects the energy you’ve used overall. Depending on when you withdraw your credit, you may need to pay more at a later stage to ensure that you’re still paying enough to cover your energy usage.  You can discuss this with Shell Energy using their Ask First tool. If you’re unhappy with the response and wish to raise a complaint, you can use Resolver.

Can I make a complaint to Shell Energy and Shell Energy Broadband with Resolver?

Yes, Resolver is a free independent tool that helps customers raise and resolve issues. We’re recommended by Moneysavingexpert.com, Citizen Advice and various Ombudsman Services. Resolver will help you find out your rights, allow you to record your communications, and guide you through the complaints process. 

What if I am not satisfied with the outcome of my complaint with Shell Energy?

Resolver will help you through the process of raising and managing a complaint. If you’re not satisfied with the response from Shell Energy, our escalation process will let you know when you can raise your complaint to the next level, and ultimately to the Ombudsman, where appropriate. The Ombudsman is a free and independent service that will assess your case and provide a decision. You can escalate your case to the Ombudsman if you have an unresolved complaint after eight weeks.

If I escalate my Shell Energy case to the Ombudsman will they hold in my favour?

The Ombudsman is there to independently assess your issue with Shell Energy and will recommend an outcome that they feel is fair and reasonable.

I have an outstanding debt with Shell Energy I can’t pay

The most important thing is to take action and not to ignore the problem. You can contact Shell Energy and explain that you’re struggling with the outstanding balance and ask if they can offer you any help. They will discuss payment plans or other methods of helping you resolve your issue. In addition, you can also get independent help from charities such as Step Change or Citizens Advice. They’re there to provide independent advice and guidance for anyone who has debt issues.

Shell Energy are chasing me for an outstanding debt

If you owe money to Shell Energy then they have the right to expect payment of the debt, unless it’s in dispute. If you do have a debt, please don't ignore it. The best solution is to contact Shell Energy through Resolver and explain your situation. If you don’t agree with the debt then explain why you feel it’s incorrect. If you are struggling to repay the debt then you can get independent advice from the debt charity Step Change.

Shell Energy have passed my debt over to a debt collection agency

Shell Energy sometimes follow up on outstanding debts by working with a debt collection agency. Collection agencies are specialists at collecting debts and can either be working on behalf of the company or they may have taken on your debt. A debt collector has the same rights as a company to recover money. They’re not the same as bailiffs . If you’ve received a letter then you can use Resolver to find out your rights and to raise an issue with Shell Energy. Resolver will help you reach a fair resolution.

I haven’t received a bill from Shell Energy

Customers who pay for their energy by cheque or BACS transfer, or follow the standard variable rate, will receive an email or alert telling them to view their bill online, rather than receiving a paper bill. If you haven’t received the email, check your spam/junk mail folder. If you still have issues and are unhappy with the way it’s been dealt with, you can contact Resolver for help. Customers who pay a fixed monthly amount by Direct Debit won’t receive paper bills from Shell Energy or regular email alerts, but they will be able to view their bills in their online account.

Contact details

To view the Shell Energy contact details press the button below

View Shell Energy complaints contact details

About

To help you get the best response from your Shell Energy complaint Resolver guides you through every step of the process.

To help you get the best response from your Shell Energy complaint, Resolver can put you in touch directly with the best person or department you need to speak to. We will also advise you how to word your complaint in order to get a swift resolution to your issue.

In addition, Resolver will help you record all calls and correspondence you make via our app and website. Plus, we will help you gather all your information into a case file should you wish to escalate your Shell Energy complaint.

Related Companies

Working with

With Resolver you can send your case to key ombudsmen and regulators including:

The Furniture Ombudsman logo Ombudsman Services logo Financial Ombudsman Service logo CEDR (Centre for Effective Dispute Resolution) logo Gambling Commission logo Consumer Dispute Resolution Ltd logo Transport Focus logo