Shell Energy customer service
This advice applies to Wales. See advice for See advice for England, See advice for Scotland
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You can use our customer service ratings to help you decide which supplier to use.
The ratings are calculated using information from different sources, including Citizens Advice, Energy Ombudsman and the suppliers.
Shell Energy scores for October to December 2023
-
Overall score
3.8 out of 5
-
Fewer complaints received
3 out of 5
-
Contact waiting time
4 out of 5
-
Customer commitments
5 out of 5
Shell Energy ranked 1st in the supplier comparison table.
Rank
|
Supplier
|
Fewer complaints received
|
Contact waiting time
|
Customer commitments
|
Overall rating
|
---|---|---|---|---|---|
1
|
Shell Energy
|
3 out of 5 |
4 out of 5 |
5 out of 5 |
3.8 out of 5 |
2
|
Outfox The Market
|
3 out of 5 |
3 out of 5 |
5 out of 5 |
|
3
|
E.ON Next
|
2 out of 5 |
4 out of 5 |
5 out of 5 |
|
Showing 5 of 3 suppliers
Other scores
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Customer commitments
-
Switch Guarantee, Vulnerability Commitment
-
Complaints to Citizens Advice, Advice Direct Scotland and the Energy Ombudsman
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21.8 per 10,000 customers
-
Average call centre wait time (hours, minutes and seconds)
-
00:00:58
-
Average response time to social media messages (hours, minutes and seconds)
-
N/A
-
Emails responded to within 2 days
-
92.2%
Fuel Mix
The fuel mix is the percentage of energy sources used by this supplier. Shell Energy uses:
-
Fossil fuel: 0%
Nuclear: 0%
Renewable: 100%
Other: 0%
-
Customer service contact details for Shell Energy
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Telephone: 0330 094 5800
Email: customer.service@shellenergy.co.uk
Website: www.shellenergy.co.uk -
Opening Hours
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Monday: 8am - 6.30pm
Tuesday: 8am - 6.30pm
Wednesday: 8am - 6.30pm
Thursday: 8am - 6.30pm
Friday: 8am - 6.30pm
Saturday: 9am - 4pm
Sunday: Closed -
Ways to contact
-
Web Chat: Yes
Ring backs: Yes
Mobile hotline: No
Minicom / Text: No -
Payment Information
-
Direct debit: Yes
Cash or cheque: Yes
Prepayment: Yes
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