Know Your Energy Supplier: Shell energy
July 1st, 2020
In early 2019, First Utility was rebranded as Shell Energy following the successful acquisition of First Utility in 2018.
Founded in 2008, it tops the independent energy supplier list with more than one million customers. After the ‘Big Six’ companies, Shell Energy is considered as the largest energy provider. It supplies gas and electricity in domestic and commercial markets and they introduced the usage of smart meters in the United Kingdom. Shell Energy claims to not agree to outdated energy policies and it offers the cheapest prices to its customers.
It became highly popular due to its customer friendly approach and policies that kept the customer on the centre stage and achieved one million customers in September 2014.
Shell Energy offers 100% renewable electricity and gas on all available energy tariffs.
Shell Energy Reviews
customer service rating
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| 4-star reviews | 3-star reviews |
Shell Energy ranks highly on the popularity ladder as it is efficient in energy supply and customer services. According to an independent survey, Shell Energy scored 86% in customer satisfaction score.
Shell Energy tariffs and prices
| Tariff Name | Tariff type | Cancellation fee | Annual Avg cost | |
| Shell Energy – Energy August 2021 | Fixed Tariff | £60.00 | £821.19 | Compare now |
| Shell Energy – Energy July 2022 | Fixed Tariff | £60.00 | £947.00 | Compare now |
| Shell Energy – Energy July 2021 v3 | Fixed Tariff | £60.00 | £804.88 | Compare now |
| Shell Energy – Go Further June 2023 | Fixed Tariff | £60.00 | £1,062.55 | Compare now |
Shell Energy fuel mix and UK average fuel mix
Shell Energy historical Fuel Mix
| Energy Source | 2019 | 2018 | 2017 | 2016 | 2015 |
| Coal | 8.7% | 11.8% | 13.5% | 18.9% | 38.7% |
| Gas | 59.2% | 62.6% | 41.4% | 32.7% | 36.2% |
| Nuclear | 17.8% | 19% | 11.3% | 12.9% | 14.2% |
| Renewable | 10.5% | 2.6% | 29.4% | 28.3% | 4.6% |
| Other | 3.7% | 4% | 4.4% | 7.2% | 6.3% |
| CO2 Emission | 320 g/kWh | 359 g/kWh | 298 g/kWh | 330 g/kWh | 528 g/kWh |
| Nuclear Waste | 0.00124 g/kWh | 0.00133 g/kWh | 0.00079 g/kWh | 0.00090 g/kWh | 0.00100 g/kWh |
Note: First Utility became part of Shell and changed their name to Shell Energy in May 2019.
Shell Energy price increases and decreases
Price changes in 2019
Price increase by 10% – Shell Energy announced a price increase by 10% (an average of £117) for standard variable energy tariff customers based on OFGEM energy price cap.
Price changes in 2018
Price increase by 5.9% – Shell Energy announced price increase by 5.9% in June 2018 which was effective from 23/07/2018.
Price changes in 2017
Price increase by 9.7% – Shell Energy announced price increase by 9.7% (on average £102) for standard variable dual fuel energy tariffs and came into effect on 01/04/2017.
What type of energy tariffs offered by Shell Energy for the UK households?
- Variable energy tariff – Shell Energy can change your daily standing charge and price per kWh (unit rate) whenever they wish.
- Fixed rate tariff – price per kWh and daily standing charge will remain fixed throughout the contract terms.
- Pay As You Go – Pay for your energy in advance by using an energy top up key or card, you can buy your energy in advance at post offices or authorised local dealers such as convenience stores or via mobile app.
- Dual fuel energy tariff – It means that Shell Energy will supply both electricity and gas to your home. Usually, dual fuel energy is cheaper when compared to single fuel energy supply.
Why should you compare Shell Energy price?
- 1. Shell reward known as Shell Go+
- Food – 10% off
- Hot drinks – 10% off
- Shell Helix Motor Oil – 10% off
- Shell Super shine – 10% off
- Quick wash – 10%
- 2. Google Nest Thermostat E free on selected tariffs
- 3. All customers get 100% renewable electricity supply
- 4. Electric vehicle home charging
Complaint handling and customer service
| Reporting period in Q/Y | Q1 2020 | Q4 2019 | Q3 2019 | Q2 2019 | Q1 2019 |
| Total complaints received | 19606 | 23912 | 27243 | 25771 | 40676 |
| Received per 100k customer accounts | 1478 | 1693 | 1871 | 1688 | 2951 |
| Total Complaints resolved | 22711 | 26495 | 30310 | 28058 | 43870 |
| Resolved per 100k customer accounts | 1713 | 1876 | 2081 | 1838 | 3183 |
| Resolved within 48 hours | 36% | 40% | 40% | 49% | 66% |
| Resolved within 8 weeks | 83% | 86% | 86% | 88% | 92% |
Top 5 complaint reasons in percentages
Customer Service – 27%
Billing & Meter Reading issues – 26%
Payment issues – 13%
Switching issues – 12%
Pricing – 4%
Get in touch with Shell energy
Contact number: 0330 094 5800
Contact number: 18001 0330 094 5800
Email: [email protected]
Write a letter: Shell Energy, PO Box 6363, Coventry CV3 9LR
Energy Ombudsman
Contact number: 0330 440 1624
Website: http://www.ombudsman-services.org/
Write a letter: 3300 Daresbury Park, Daresbury Warrington WA4 4HS
Citizens Advice Energy
Contact number: 0808 223 1133
Website: http://www.citizensadvice.org.uk/consumer/energy/energy-supply/
Compare business gas and electricity with Shell Energy
Shell Energy provides cleaner energy solutions to meet current and future business energy needs. Shell Energy has offices and operations across 20 different European countries being a key player for European power and gas trading hubs.
How to contact Shell Energy business?
Call: +44 207 934 1234
Email: [email protected]
Write to Shell: Shell Centre, London SE1 7NA , United Kingdom
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