Shell Energy Retail Limited in the UK is wholly owned and fully operated by Octopus Energy Limited. As of 1 December 2023, Shell Energy Retail Limited is no longer a part of the Shell Group of Companies.

This is where you will find all our terms, price lists and legal documents. If you have questions or want to talk to us about this, please contact us.

Broadband and Phone terms and conditions

Please read carefully our Shell Energy Broadband & Phone Terms and Conditions for the products and services you have ordered.

If you only have our phone service, our Phone Terms and Conditions will also apply.

Some of our special offers also have their own Promotional Terms and Conditions.

Offer Terms for Internet Security provided by F-Secure

Price lists

We have set out all our prices, including call charges in a separate document called our Price List.

Annual price increase policy guide

Find out more about our annual price increase policy. Full details are available in our terms and conditions.

Codes of Practice

It’s really important we always give you the best customer service possible. So if you ever feel we’ve fallen short of this, please let us know.

Our Complaints - Code Of Practice. lets you know how to go about making a complaint and how to take it further, if you need to.

Vulnerable Customers

We're committed to ensuring that all our products and services are fully inclusive and easy for everyone to use.

We’re committed to giving our customers extra support where they need it. So if you’re struggling to pay your bill, think you may need longer to pay, or simply want to review your services, we want to do all we can to help. For more information please read our Vulnerability Policy, visit our Vulnerability website or please contact us.

Fair & Acceptable Use Policy

Our Fair & Acceptable Use Policy sets out the standards of conduct that you are required to meet when you use Shell Energy Retail Limited’s broadband service, and the usage guidelines we have set to ensure that all Shell Energy Broadband Service users have access to a fast and reliable service.

Cancellation Form

If you no longer require a service with Shell Energy Broadband, please see our support article and Service cancellation form.

Useful information

What are non-geographic and premium rate services, how much does it cost to call these numbers and how can you bar these numbers from your phone? Find out more in our Premium Rate Calls Guide

We are governed by the rules set out by Ofcom. A copy of the switching rules that apply to you can be found here Ofcom Condition C7: Switching.

Archived Terms and Conditions & Price Lists

All our previous terms and conditions & price lists that applied before 1st September 2022 can be found below.