Know Your Energy Supplier: Shell energy

July 1st, 2020
Know Your Energy Supplier: Shell energy

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 Shell Energy claims to not agree to outdated energy policies and it offers the cheapest prices to its customers.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.

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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

View All Shell Energy Tariffs here
Tariff NameTariff typeCancellation feeAnnual Avg cost 
Shell Energy – Energy August 2021Fixed Tariff£60.00£821.19 Compare now
Shell Energy – Energy July 2022Fixed Tariff£60.00£947.00 Compare now
Shell Energy – Energy July 2021 v3Fixed Tariff£60.00£804.88 Compare now
Shell Energy – Go Further June 2023Fixed Tariff£60.00£1,062.55 Compare now

Shell Energy fuel mix and UK average fuel mix

Shell Energy historical Fuel Mix

Energy Source20192018201720162015
CO2 Emission320 g/kWh359 g/kWh298 g/kWh330 g/kWh528 g/kWh
Nuclear Waste0.00124 g/kWh0.00133 g/kWh0.00079 g/kWh0.00090 g/kWh0.00100 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/YQ1 2020Q4 2019Q3 2019Q2 2019Q1 2019
Total complaints received1960623912272432577140676
Received per 100k customer accounts14781693187116882951
Total Complaints resolved2271126495303102805843870
Resolved per 100k customer accounts17131876208118383183
Resolved within 48 hours36%40%40%49%66%
Resolved within 8 weeks83%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


Write a letter: 3300 Daresbury Park, Daresbury Warrington WA4 4HS

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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