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.

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How we handle complaints

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 1 - 2019 (January/February/March)
Number of complaints received 40676
Number of complaints received per 100,000 customers 2951
Number of complaints resolved 43870
Number of complaints resolved per 100,000 customers 3183
% resolved at day +1 66%
% resolved at eight weeks 92%
Quarter 2 - 2019 (April/May/June)
Number of complaints received 25771
Number of complaints received per 100,000 customers 1688
Number of complaints resolved 28058
Number of complaints resolved per 100,000 customers 1838
% resolved at day +1 49%
% resolved at eight weeks 88%
Quarter 3 - 2019 (July/August/September)
Number of complaints received 27243
Number of complaints received per 100,000 customers 1871
Number of complaints resolved 30310
Number of complaints resolved per 100,000 customers 2081
% resolved at day +1 40%
% resolved at eight weeks 86%
Quarter 4 - 2019 (October/November/December)
Number of complaints received 23912
Number of complaints received per 100,000 customers 1693
Number of complaints resolved 26495
Number of complaints resolved per 100,000 customers 1876
% resolved at day +1 40%
% resolved at eight weeks 86%
Quarter 1 - 2020 (January/February/March)
Number of complaints received 19606
Number of complaints received per 100,000 customers 1478
Number of complaints resolved 22711
Number of complaints resolved per 100,000 customers 1713
% resolved at day +1 36%
% resolved at eight weeks 83%
Quarter 2 - 2020 (April/May/June)
Number of complaints received 22988
Number of complaints received per 100,000 customers 1667
Number of complaints resolved 23298
Number of complaints resolved per 100,000 customers 1689
% resolved at day +1 48%
% resolved at eight weeks 91%
Quarter 3 - 2020 (July/August/September)
Number of complaints received 29328
Number of complaints received per 100,000 customers 1858
Number of complaints resolved 28672
Number of complaints resolved per 100,000 customers 1817
% resolved at day +1 47%
% resolved at eight weeks 93%
Quarter 4 - 2020 (October/November/December)
Number of complaints received 32451
Number of complaints received per 100,000 customers 1850
Number of complaints resolved 34608
Number of complaints resolved per 100,000 customers 1973
% resolved at day +1 41%
% resolved at eight weeks 90%
Quarter 1 - 2021 (January/February/March)
Number of complaints received 29809
Number of complaints received per 100,000 customers 1652
Number of complaints resolved 32174
Number of complaints resolved per 100,000 customers 1783
% resolved at day +1 38%
% resolved at eight weeks 87%
Quarter 2 - 2021 (April/May/June)
Number of complaints received 27509
Number of complaints received per 100,000 customers 1528
Number of complaints resolved 31923
Number of complaints resolved per 100,000 customers 1773
% resolved at day +1 43%
% resolved at eight weeks 91%
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 1 - 2019 (January/February/March) 40676 2951 43870 3183 66% 92%
Quarter 2 - 2019 (April/May/June) 25771 1688 28058 1838 49% 88%
Quarter 3 - 2019 (July/August/September) 27243 1871 30310 2081 40% 86%
Quarter 4 - 2019 (October/November/December) 23912 1693 26495 1876 40% 86%
Quarter 1 - 2020 (January/February/March) 19606 1478 22711 1713 36% 83%
Quarter 2 - 2020 (April/May/June) 22988 1667 23298 1689 48% 91%
Quarter 3 - 2020 (July/August/September) 29328 1858 28672 1817 47% 93%
Quarter 4 - 2020 (October/November/December) 32451 1850 34608 1973 41% 90%
Quarter 1 - 2021 (January/February/March) 29809 1652 32174 1783 38% 87%
Quarter 2 - 2021 (April/May/June) 27509 1528 31923 1773 43% 91%

Complaints received by Shell Energy

*From 1 October 2010 to 24 March 2019 all complaints were made to ‘First Utility’

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 2018 to 30 September 2019 50203
1 October 2019 to 30 September 2020 51377
Period Complaints received
1 October 2018 to 30 September 2019 50203
1 October 2019 to 30 September 2020 51377