Making a complaint

At Shell Energy we work constantly to ensure you are happy with our service. I’m pleased to say in most situations we solve things quickly and fully the first time you ask.

If we don’t quite hit the mark for you, for whatever reason, then we’d like to hear your feedback so we can understand what went wrong and put changes in place to ensure we get it right and it stays right.

Making it easier to get in touch

At Shell Energy, we’re committed to resolving your complaint quickly and fully. We’re also committed to making it as easy as possible for you to voice your concerns.

That’s why, in addition to the more traditional means of getting in touch, you can now use Resolver, an independent complaints service. Click here to raise your complaint via their simple online process.

Resolver

Alternatively, you can contact us via phone on 0330 094 5800, online form, Facebook, Twitter, web chat or in writing at Shell Energy Retail Limited, PO Box 6363, Coventry CV3 9LR.

Our document, Listening To Your Concerns - Our Complaints Handling Procedure, outlines in more detail the steps you can take to share any issues. And more importantly for you, it explains what we’ll do and how we will keep you informed as we work to sort it out. To obtain a free hard copy of our Complaints Handling Procedure, please call our Customer Service Team on 0330 094 5800.

The Citizens Advice Consumer Service offers free, independent and impartial advice so that you Know your rights as an energy consumer. You may contact Citizens Advice Consumer Service (CACS) or the Extra Help unit (EHU) for independent, impartial and free advice. If you are a domestic customer you can contact CACS/EHU at any point of the complaints process.

Citizens Advice Consumer Service

Phone: 03454 040506

Website: citizensadvice.org.uk/energy

Webform: https://forms.adviceguide.org.uk/complaint_energy.aspx

You can also refer your complaint to Ombudsman Services:Energy if the complaint has not been resolved within 8 weeks of the start date of the complaint. However, you can be referred back to Shell Energy if you have not followed the Complaints Handling Procedure identified above.

Energy Ombudsman

Phone: 0330 440 1624

Fax: 0330 440 1625

Textphone: 0330 440 1600

Address: PO Box 966 Warrington WA4 9DF

Website: ombudsman­-services.org/energy

Email: enquiries@os­energy.org


Get in touch

Andy Eadle - Director of Customer Service

Andy Eadle
Director of Customer Service

How we handle complaints

Working with you to find a solution

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Our service performance

How we've dealt with complaints

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