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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.
To view the Shell Energy contact details press the button belowView Shell Energy complaints contact details
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.