Treating you fairly - Our Standards of Conduct

We strive to deliver fair, consistent yet personalised service to every customer, hassle-free. We work hard to understand your needs, what matters most to you, and how we can best support you. 

Our Standards of Conduct help us to ensure that we treat you fairly at all times.

We promise to:

  1. Make sure you have the information you need to help you choose the right tariff
  2. Listen to you and understand your needs
  3. Carry out actions with fairness, honesty and transparency in a way that’s appropriate and professional
  4. Provide information that:
    • is complete, accurate and not misleading
    • is communicated in plain and clear language
  5. Make it easy for you to contact us
  6. Put things right if we make a mistake
  7. Treat you as an individual, giving you extra help and support when you need it
  8. Always keep you properly informed so that you have the right information to make the right choices

Giving you extra help when you need it

We offer additional services for vulnerable customers through our Priority Service Register (PSR). We’ll ask you about your circumstances to understand how we can best support you or someone in your household.

We also offer support with paying for your energy through government schemes like the Warm Home Discount.

For more information on how we can support you, click here.

Helping you save energy

Saving energy is important to all of us, that’s why we have a page dedicated to energy efficiency tips. Our tips will help you make small changes to save energy and money.

Contact us

Social Media
  • Facebook and Twitter - send us a message or use #AskShellEnergy, and we’ll get back to you as soon as possible
  • You can call us on 0330 094 5800 (Calls are charged at your landline rate). Lines are open 9am to 5pm Monday to Friday.
Write to us