We’re closely following government advice on COVID-19 (coronavirus) as the situation develops. We want to make sure we continue to give our customers all the support they need, while still protecting the wellbeing of both our staff and customers.

You can manage your account as normal by logging in or using our app. Where possible, please do this in the first instance.

If you’re in need of urgent support, you can call us on the relevant number below. It might take a little longer for us to answer, but we’ll make sure you speak to a member of our team. read more

Featured below are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 13 March 2020.

Completely useless

Completely useless
Tried to change my broadband to them and they claimed Virgin would not release my number. Rang Virgin and they confirmed they had not asked. Helpline took ages , were of no help , couldn’t sort the issue , didn’t reply when they said they would and didn’t return a call when they said they would.

They need to stick to what they know i.e. selling petrol.

Bunch of clowns

Completely out of the blue I received a letter from Shell demanding immediate payment of £514.40. If I failed to act they would send the baliffs round. I’ve been a customer of OVO for the last 8 years and I’VE NEVER BEEN A CUSTOMER OF SHELL ENERGY. read more

Extracted from the Facebook Group “Shell Energy (formally First Utility) – the worst customer service ever??” 

Posting begins:

The nightmare never ends 😡 copy of email to Shell Energy today:

Firstly I repeat and cannot overstate that your company is undoubtedly the most incompetent, bullying and disgusting organisation it has ever been my misfortune to deal with.

Following the Ombudsman’s decision on February 24th and your letter of the same date, I have been expecting a final itemised invoice within the ten days as promised.

However, today THREE letters have been received as follows:

1/ The first letter dated March 1st states that you have tried to contact me on several occasions, which is a deliberate lie. The letter then threatens collection and recovery action from yourselves. read more

Featured below are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 5 March 2020.

Bad customer service

Bad customer service, no answered phone calls, 1 hour wait, and no dedicated call centre. Rubbish Rubbish Rubbish

AVOID – ITS A TRAP – DON’T DISMISS A BAD REVIEW

Where do I even start. When you first get your tariff agreed by these sales reps, (who know how to pressure you) they will not tell you how variable it is. I was told I would pay £72 a month like I did at Scottish Power, and it was assumed I would pay around £864, (also written on when I was first sold this.) Of course I bought into this, and trusted this company, because for the previous 5 years, this is exactly what I paid with Scottish Power, (and left with credit!) Oh no, 5 months in with Shell, and I’ve already paid over £600!!!!! They claim they do tariff/ rate reviews, but this is only offered yearly. By that time, how much more would I have paid out?? Absolute disgrace of a company. read more

Featured below are extracts from negative customer reviews about Shell Energy posted during the last 36 hours on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 1 March 2020.

Terrible Customer Service

My problem is still unresolved takes an hour to get through , someone supposed to be looking into how my 5 yr contract was sold that was nearly 4 wks ago, nobody can give me a final settlement to allow me to leave , promised a call back last week and an e mail , neither have happened, I’m going to report to trading standards as they have me on a high tariff whilst waiting for them to respond which they never do. Terrible customer service.

Got an email off shell broadband saying… read more

Featured below are extracts from negative customer reviews about Shell Energy posted during the last 24 hours on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 27 February 2020.

BEEN VERY DIFFICULT TO SPEAK TO SOME…

BEEN VERY DIFFICULT TO SPEAK TO SOME ONE AT THE COMPANY
TRIED FOR 4 WEEKS EVERY DAY JUST TO GO ROUND IN A CIRCLE

TRIED A NEW APPROACH RANG AT 5PM AND YES GOT THROUGH TO A HUMAN CALLED RACHAEL RICHARDS
WELL WANT A BREATH OF FRESH AIR
1. POLITE LADY
2. LISTENED TO MY PROBLEM
3. SORTED IT ALL OUT
4. Thought i was going to have to go back to drinking after 5 months alchol free

But know back to good old customer service friendly chatty and helpfull plus resolved

cant thank her enough Gary
free read more

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. read more

Worst company!

This company is employees liars and greedy people. They lie to get commission and trick people into going for expensive tariff.
SAVE your TIME and GO SOMEWHERE ELSE!!
They do not care about the elderly, the single parents or any vulnerable customers.
Speaking to them on the phone is a nightmare.
Nothing they say is consistent across the business. It’s actually RIDICULOUS! These guys will go bust and crumble very soon.
They work with ACN who lie elderly to joining them in the most EXPENSIVE TARIFF and also tariff that have and home bundle are SCAM! They claim you get a free goody but if you look at your tariff rate. ITS RIDICULOUSLY HIGH! You pay for the item via Standing charges and unit rates. GREEDY! read more

EMAIL RECEIVED BY JOHN DONOVAN TODAY FROM: The distressed unwell disabled pensioner terrorised by Shell Energy

FYI. Posted the following on two FB forums this morning:-

Yesterday I reluctantly accepted the Ombudsman’s decision.

I have always made it abundantly clear to Shell that my preferred means of communication is via Resolver and under no circumstances did I want (trust) to talk to them on the phone.

Despite this, while driving home from shopping yesterday afternoon, I receive a telephone call from the Shell Energy Ombudsman department. I told him I was driving and that it was not convenient. read more

FLOOD OF DAMNING REVIEWS ABOUT “APPALLING” SHELL ENERGY BROADBAND 

Featured below are extracts from recent customer reviews about Shell Energy posted on broadband.co.uk. Note the reoccurring theme – the difficulty in communicating with the company. 

20 FEB 2020

Stay AWAY from this broadband they are a bunch of scums, I had to cancel my broad band because my home was renewed,the engineer was there with my neighbour, t7ried to contact them the day before stating that my landlord didn’t allow me to have it they said I would have to pay costs over this, the broad band was not installed, it did not go live and the engineer was there called them on the 19/02/202 which they put me o hold for over 50 mins, to cancel again because there was no open breach cable, they scums twists the things around saying that there would be a cost for £65 for missing the appointment the scums first told me they needed 48 hours before the engineer updated the report, then after they kept on saying I miss the appointment and I should be glad there would not be any extra costs, requested to speak to manager she did not put m through to him instead put me on hold for another 40 mins. They still send an email to make another appointment with the engineer , i told them I would be making a complain to OMBUDSMAN they say I could do it on they website tried to go in comes to appoint that it doesn’t let you further. YOUR BLOOD Sucker just want your own commission to pay of your salary, an email will be send to every were I can to put your **** company down. read more

FLOOD OF DAMNING REVIEWS ABOUT SHELL ENERGY ON FIRST UTILITY REVIEWS 

Featured below are extracts from customer reviews about Shell Energy posted recently on First Utility Reviews. Note the reoccurring theme – the difficulty in communicating with the company. 

Anonymous   

By John Donovan

On 16 December 2019, we published extracts from emails that a distressed terrorised pensioner “John” sent to Shell Energy. The self-explanatory extracts are republished below.

Printed in red italics is the latest update from John following a decision just reached by the Energy Ombudsman.

Other equally pissed off customers of Shell Energy – there are hoards of them– may be interested in his insight gained from actually filing an official complaint with the supposedly independent regulator.  read more

Featured below are extracts from negative customer reviews about Shell Energy posted during the last few days on Trustpilot.  Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 21 February 2020.

I would give this company zero stars if i could.

I would give this company zero stars if i could. This company has hiked up my payments. They were great when they were First Utility. Even their cheapest offering is useless. My marketing preferences are by email but they keep trying to phone & message me. I complained to them by email & they agreed that they should contact me by email only, yet they carried on contacting me by phone even though i told them that i’m profoundly deaf. They passed all my details on to SMS even though i asked them not to. SMS have been hounding me stating that ”Shell Energy are upgrading to the next generation of meters & have arranged SMS to complete your installation”. How on earth can Shell Energy arrange for a meter to be fitted without consulting me? I have blocked all their calls. Shell are using bully boy tactics. I’m now moving to Octopus. Shell could not come anywhere near the prices that Octopus have offered me. Shell & SMS should hang their heads in shame for using bully boy tactics. My data is being shared even though i asked it not to be. They are also STILL trying to contact me by phone calls & text messages even though my marketing preferences are email. read more

by Daniel Binns: Published February 19, 2020

SEVEN out of ten Britons plan to buy an electric car when they trade in their current vehicle, a survey shows.

Cheaper fuel costs and being seen to do more to clean up the planet are major motivating factors, found Shell Energy.

Another is the phasing out of petrol and diesel cars — after the government revealed sales of new ones will be ended in 2035, five years earlier than planned.

Colin Crooks, the chief executive of Shell Energy, said: ‘We support the need for the UK to move faster to meet climate targets and research shows there is public support for the earlier ban on traditional car sales.’ read more

By Sam Morgan | EURACTIV.com

Oil and gas giant Shell has plans for a 100-megawatt grid storage battery in the west of England. It is slated to be the biggest battery in Europe once it is completed later this year and will be crucial to the UK’s quest to remain the continent’s top wind power player.

The battery project in the county of Wiltshire aims to store renewable power in two 50MW cells and then sell it to consumers when demand and prices are high.

“Projects like this will be vital for balancing the UK’s electricity demand and supply as wind and solar power play bigger roles in powering our lives,” said Shell Energy Europe vice president David Wells. read more

Alice Grundy: Junior reporter, Current± 20 February 2020

Shell Energy is launching a new electric vehicle (EV) charging offer including an EV tariff and charger.

The offer includes a discounted home smart charger installed for £299, a saving of 14% compared to the retail price of £349.

The charger, provided by Shell-owned NewMotion, provides 7kW of power, charging a typical EV in five hours, Shell said. It will be powered by 100% renewable energy, with Shell Energy switching to 100% renewables last year as it re-branded from First Utility. read more