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Shell Energy apologises to a distressed terrorised pensioner

Printed below is the main content of a Shell Energy letter dated 24 Feb 2020 to a distressed terrorised pensioner apologising for issues raised, including shortfalls in service, overcharging and bullyboy tactics.

Hello Mr XXXX

Ombudsman Final Decision dated 24 February 2020

We’ve set out below the list of remedies set by the Ombudsman and the status of each. If there’s any outstanding matters left to address. I’ve confirmed when you’ll expect your next update and/or resolution.

The Ombudsman decided that Shell Energy should:

  • Provide you with a goodwill payment of £200 in recognition of the shortfalls in service you have experienced this will be credited to the account within 10 working days.
  • Credit your account with £820.79 in recognition of overcharging you for 4399kWh of electricity rather than re-billing your account and re-applying SLC 21BA as proposed by Shell Energy. This has been completed by correcting the inial read on the account 61750.
  • The remaining balance on the account after the £200 gesture of goodwill has been applied will be £1199.50

I would like to take this opportunity to apologise for the issues raised and the inconvenience it has caused. It is important to us that we provide a consistent and accurate service and to do this we continue to provide visibility and feedback to other departments regarding matters such as yours.

As we have completed the remedies set by the Ombudsman we will close the complaint. Should you wish to discuss the content of this letter please do not hesitate to contact me on 0800 011 5168. Alternatively you may mail me directly to [email protected]


The Shell Energy Team


(Although the letter is draft partly in the guise of coming from a person, in fact, there is no name of a Shell Energy representative in the entire letter? Apparently, its author could not decide whether they were “we” or “me”.)

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