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.

We’re committed to offering great prices along with great service, which is why we’ve invested more than £20m in our customer services team:

  • We have created more than 900 UK jobs in the past two years as part of our ambition to become the best energy company for service
  • We focus on learning and applying great service from all industries
  • We challenge our industry to do better for its customers. We’ve already made it easier to change supplier by reducing the time to switch from five weeks down to two and half. Our aim is to get it down to 24 hours and we’re continuing to challenge the industry to get there.

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

Get in touch

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.

Below you can find the top five reasons for complaints between April and June 2015 and the work we’re doing to address them. You’ll also find a snap-shot of our performance over the same period.

1. Billing

Billing issues were the highest driver for complaints in the last quarter as our bills sometimes need explaining in more detail. We’re the only supplier who aims to provide a monthly bill, but we acknowledge that for a small proportion of our customers we don’t always achieve this.

What we’re doing to improve

We continue to invest in our billing platform to improve your bills. Shortly you'll be able to get bills on demand so you can see the exact status of your account.

We’re working with a number of focus groups and external experts to make our bills simpler. We’ll use this research to create a better experience for you.

2. Meter readings

We encourage our customers to submit meter readings to us every month to make sure your bills are accurate. We try to make sure all readings submitted are used to calculate your bills but very occasionally this doesn't happen.

What we’re doing to improve

We are improving our validation checks when you submit readings through your online account, so when you do the system will tell you if the read looks okay. If your readings fail validation you’ll be provided with an explanation and encouraged to check your readings.

Our mobile app now has a feature which reads your meter for you via the in-phone camera to make it easier to send us a reading.

3. Payments

The volume of payment complaints we receive can fluctuate for a variety of reasons. We encourage our customers to pay by Fixed Direct Debit to ensure regular payments are being made to cover the cost of energy all year round. We acknowledge that we must improve our payment processing and communication to make this a hassle free process for our customers.

What we’re doing about this

We’re continually improving the customer experience of processing payments, with a focus on making this as simple and fuss-free as we can. We’ve developed our systems and internal processes to reduce errors and allow for quicker identification when something does go wrong. We’re also improving our training and making outbound calls to support our customers when it does go wrong.

4. Direct Debits

Managing your payments can be stressful. We want to make sure that your monthly Direct Debit is set at the right amount, as keeping on top of your bills is hard enough.

What we’re doing about this

We’ll review your monthly Direct Debit amount on a six monthly basis and notify you of any changes before your next payment is taken. Our re-assessment process relies on receiving regular meter readings from you, so it’s based on actual usage.

5. Moving home

Moving home can be stressful so we want to make moving your energy account as simple as possible. This can be a complicated process as we need to make sure your account information and the details of the people moving into your property all transfer correctly.

What we’re doing about this

To ensure we get this right, we've invested in software improvements recently to ensure our systems and processes make this a smooth transition. One of the most important aspects is knowing when you should tell your supplier that you're moving and when to submit your final and opening meter readings so we've tried to signpost this as clearly as possible.

Our performance this quarter:

Quarter 1 - 2017 (January/February/March)
Number of complaints received 34263
Number of complaints received per 100,000 customers 2052
Number of complaints resolved 37297
Number of complaints resolved per 100,000 customers 2234
% resolved at day +1 64%
% resolved at eight weeks 89%
Quarter 2 - 2017 (April/May/June)
Number of complaints received 30007
Number of complaints received per 100,000 customers 1882
Number of complaints resolved 35119
Number of complaints resolved per 100,000 customers 2203
% resolved at day +1 60%
% resolved at eight weeks 88%
Quarter 3 - 2017 (July/August/September)
Number of complaints received 27958
Number of complaints received per 100,000 customers 1837
Number of complaints resolved 29770
Number of complaints resolved per 100,000 customers 1956
% resolved at day +1 49%
% resolved at eight weeks 90%
Quarter 4 - 2017 (October/November/December)
Number of complaints received 27230
Number of complaints received per 100,000 customers 1742
Number of complaints resolved 32542
Number of complaints resolved per 100,000 customers 2081
% resolved at day +1 45%
% resolved at eight weeks 85%
Quarter 1 - 2018 (January/February/March)
Number of complaints received 32982
Number of complaints received per 100,000 customers 2122
Number of complaints resolved 36689
Number of complaints resolved per 100,000 customers 2361
% resolved at day +1 54%
% resolved at eight weeks 87%
Quarter 2 - 2018 (April/May/June)
Number of complaints received 39764
Number of complaints received per 100,000 customers 2688
Number of complaints resolved 46061
Number of complaints resolved per 100,000 customers 3113
% resolved at day +1 59%
% resolved at eight weeks 90%
Quarter 3 - 2018 (July/August/September)
Number of complaints received 37592
Number of complaints received per 100,000 customers 2639
Number of complaints resolved 40756
Number of complaints resolved per 100,000 customers 2861
% resolved at day +1 63%
% resolved at eight weeks 91%
Quarter 4 - 2018 (October/November/December)
Number of complaints received 42159
Number of complaints received per 100,000 customers 3039
Number of complaints resolved 46061
Number of complaints resolved per 100,000 customers 3321
% resolved at day +1 66%
% resolved at eight weeks 92%
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 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 - 2017 (January/February/March) 34263 2052 37297 2234 64% 89%
Quarter 2 - 2017 (April/May/June) 30007 1882 35119 2203 60% 88%
Quarter 3 - 2017 (July/August/September) 27958 1837 29770 1956 49% 90%
Quarter 4 - 2017 (October/November/December) 27230 1742 32542 2081 45% 85%
Quarter 1 - 2018 (January/February/March) 32982 2122 36689 2361 54% 87%
Quarter 2 - 2018 (April/May/June) 39764 2688 46061 3113 59% 90%
Quarter 3 - 2018 (July/August/September) 37592 2639 40756 2861 63% 91%
Quarter 4 - 2018 (October/November/December) 42159 3039 46061 3321 66% 92%
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%

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 2016 to 30 September 2017 40198
1 October 2017 to 30 September 2018 47738
1 October 2018 to 30 September 2019 50203
Period Complaints received
1 October 2016 to 30 September 2017 40198
1 October 2017 to 30 September 2018 47738
1 October 2018 to 30 September 2019 50203