Our customer service performance
Our aim is to be the number one service provider in our industry – a market leader in quality and customer satisfaction. We're listening to you and using your feedback to make things better.
Something we could do better?
We know we don't get everything right all the time, so if there's something that we could improve on, please let us know.
Our complaints performance
We're dedicated to making your experience with us a great one. We're investing in new systems, new training, new processes and more staff. We know there is still work to be done, but we’ve come a long way already. For our full complaints procedure, click on 'How we handle complaints' at the top of the page.
Our performance this quarter:
| Quarter | Number of complaints received | Number of complaints received per 100,000 customers | Number of complaints resolved | Number of complaints resolved per 100,000 customers | % resolved at day +1 | % resolved at eight weeks |
|---|---|---|---|---|---|---|
| Quarter 4 - 2021 (October/November/December) | 18001 | 692 | 20634 | 793 | 42% | 91% |
| Quarter 1 - 2022 (January/February/March) | 28228 | 1094 | 27897 | 1081 | 46% | 94% |
| Quarter 2 - 2022 (April/May/June) | 33747 | 1318 | 36545 | 1428 | 37% | 91% |
| Quarter 3 - 2022 (July/August/September) | 39260 | 1550 | 37201 | 1469 | 38% | 93% |
| Quarter 4 - 2022 (October/November/December) | 41738 | 1661 | 49455 | 1968 | 33% | 92% |
| Quarter 1 - 2023 (January/February/March) | 39363 | 1593 | 43878 | 1775 | 44% | 91% |
| Quarter 2 - 2023 (April/May/June) | 28586 | 1179 | 33850 | 1396 | 37% | 87% |
| Quarter 3 - 2023 (July/August/September) | 27857 | 1180 | 33164 | 1404 | 43% | 88% |
Complaints received by Shell Energy
In 2008, Ofgem introduced new complaint handling standards in line with the Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008. You can find further information on the regulations here.
Should you require a hard copy of the Regulations, please contact the Stationery Office on 0333 200 2425.
A complaint is described by the Regulations as:
"... any expression of dissatisfaction made to an organisation, related to any one or more of its products, its services or the manner in which it has dealt with any such expression of dissatisfaction, where a response is either provided by or on behalf of that organisation at the point at which contact is made or a response is explicitly or implicitly required or expected to be provided thereafter"
We work hard to capture any "expression of dissatisfaction" so that we can understand how to improve our service. Below are the numbers of complaints received each year that couldn't be resolved on the same or the next working day. This is generally because some complaints require more of an in-depth investigation or additional information from a third party.
| Period | Number of complaints received |
|---|---|
| 1 October 2021 to 30 September 2022 | 70618 |
| 1 October 2022 to 30 September 2023 | 79411 |