Complaints Code of Practice: Broadband & Phone

Version number: 1.3 | Date published: 15/11/21

At Shell Energy we work hard to maintain a very high standard of service for you. However we acknowledge that we don’t get it right every time. If you’re unhappy with our services for any reason then we’d really like to understand why, so we can put things right as quickly and effectively as possible. At Shell Energy we pride ourselves on being different. We aim to be reliable and straightforward, working hard to resolve your complaint as fast as we can. We know that reliability is something you expect and deserve and it is, therefore, one of our key focal points in everything we do. We want to help you spend less on what you need, and more on what you want. This also applies to the time you might spend working with us to resolve any issues. This is why we’ve created a process that allows you to easily raise your concerns and have them dealt with swiftly.

1. How to make a complaint

The fastest way to raise your complaint is by calling our Customer Care Line on 0330 0945801 between 8am and 8pm Monday to Saturday and between 9am and 6pm on Sunday. 

Alternatively you can contact us by:

Please ensure you include the following information

  • Your full name;
  • account number;
  • full address;
  • home telephone number; and
  • description of the problem and when it started.

Once we receive your complaint, we will try to contact you by phone but if you would like us to respond in writing please let us know.

Alternatively, you can contact us via Resolver. Resolver is a free service, offering an independent way in which you can raise and track your complaint with us. We work closely with Resolver to ensure we are able to fix any issues in a fast, effective manner.

2. How we will investigate and resolve your complaint

If you contact us by phone, we will try and resolve your complaint whilst we are speaking to you. If this is not possible, we will explain why and your details will be passed to the complaints team for investigation and resolution.

If you write to or email us we will assign your complaint to our dedicated complaints team to investigate. They will get in touch with you within 5 working days of receiving your complaint.

Once the complaints team receive the complaint, they will review your account history, speak to any other teams involved and listen to call recordings if required and available.

We will aim to resolve the complaint as soon as possible and within 10 working days. If this is not possible we will let you know.

3. When we close your complaint

We will close your complaint if:

  • You say you are satisfied
  • We haven’t received a response from you in 28 calendar days
  • We refer you to the Ombudsman who provide an independent Alternative Dispute Resolution Scheme

4. If you are still not happy

If you are not satisfied with the response to your complaint, please let us know what would be a satisfactory outcome.

If at any time you are not happy with the person dealing with your complaint then you can request to escalate your issue to a manager. If the manager is not immediately available, they will call you back within 2 working days.

You have the right to take your complaint to the Ombudsman if:

  • weeks of you first making your complaint; or
  • you’ve received a notification from us saying that your complaint has reached “deadlock” and there is nothing more we can do to solve your complaint. You must contact the Ombudsman within 12 months of getting your “deadlock” letter.

Please note the Ombudsman will not accept a case if either of the conditions above is not met.

The Ombudsman can be contacted at:

Ombudsman Services: Communications
Phone: 0330 440 1624
Address:
PO Box 966
Warrington
WA4 9DF
Website: www.ombudsman-services.org/

5. How to obtain additional copies of this Customer Complaints Code

You can request a paper copy of this Code or in an alternative format such as braille or large print by calling us on 0330 094580 between 8am and 8pm Monday to Saturday and between 9am and 6pm on Sunday.

Alternatively you can email us at broadband.support@shellenergy.co.uk or write to us at:

Shell Energy Retail Limited
PO Box 6363
Coventry
CV3 9LR