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28 Mar 2024
You can't switch to Shell Energy because it's not offering new tariffs. It has been owned by Octopus Energy since December 2023.
Octopus Energy bought its domestic energy supply business and broadband customers from Shell Group.
If you're among Shell Energy's 1.3 million customers, it will contact you to tell you what happens next. But in the short term, you'll still be looked after by Shell Energy's customer service teams.
If you're looking for a fixed deal, use our free tool to compare energy prices.
Octopus Energy will get in touch when your account is due to be migrated. It says this will be in the 'next few months'. Until then, here's what you need to know:
In the meantime, read on to find out how Shell Energy performed as a power provider.
We combine the results of our customer survey with an in-depth assessment of companies’ behind-the-scenes practices and policies to give you a overall view.
The table below shows our score breakdown for Shell Energy. Take a look at Octopus Energy's scores as customers will soon be moved there.
Total score | 63% |
Customer survey score | 54% |
Which? assessment score | 72% |
Here's how Shell Energy's customer and policy assessments break down:
Customer survey score | 54% |
Customer service overall | |
Accessibility (being able to engage with your firm how you want or need to) | |
Quality of communications about energy costs | |
Accuracy of payments | |
Clarity of statements | |
Value for money | |
Which? assessment score | 72% |
Based on a survey of 499 Shell Energy customers carried out in October 2023, and a Which? energy company request for information and desk research in October 2023.
Find out how Shell Energy compares with other energy companies – click to see our full results of the best and worst energy companies.
Shell Energy is ranked close to the bottom of our results table of 16 energy companies rated by 9,025 members of the public in the annual Which? customer survey.
It ranked jointly with Ovo Energy. Only Boost and Scottish Power ranked beneath it (jointly).
Shell Energy's customer ratings were three stars across the board, apart from value for money where its rating was a very poor one star.
One unhappy customer said: 'I didn't choose to be their customer and don't particular enjoy their service'.
Another expressed mixed feelings: 'They have not impressed me as a customer but have provided a constant supply'.
Pros: The highest score for customer service in our assessment of suppliers' practices
Cons: Ranks poorly overall in our customer survey
In October 2023 we looked at four aspects of suppliers' business practices and procedures:
We did this using a combination of the responses to a survey we sent to suppliers and our own assessments.
Shell Energy ranked second-highest in this assessment, joint with Ecotricity, Co-Op Energy and Octopus Energy.
It scored the most points for its customer service set-up. But its record on handling complaints was among the weakest.
The Shell Energy Helpfund is a £20m fund to help customers who need financial support to the end of 2024. Support includes:
Yes, Shell Energy can support customers both with traditional prepayment meters and smart prepayment meters. But it's not taking on new customers at the moment while its existing ones are moved to Octopus Energy
Find out whether Octopus Energy supports prepayment meters.
Here's what existing Shell Energy customers need to know:
Find out whether a prepayment energy meter is right for you.
All of the electricity Shell Energy supplies to customers is renewable but it doesn't generate renewable power itself, nor buy it directly from generators. Instead it buys REGO certificates to match the power.
Proportion of renewable electricity sold to customers | Generates renewable electricity? | Buys renewable electricity directly from generators (with subsidies)? | Buys renewable electricity directly from generators without subsidies? | Generates or buys power directly from fossil fuels? | Sells green gas? |
100% | No | No | No | No | No |
Proportion of renewable electricity according to Shell Energy’s 2022/23 fuel mix. Other responses based on information provided by suppliers in August 2023.
In August 2023, we asked energy companies for information on a range of sustainability criteria. We awarded them points based on their responses as well as information published on their websites, including the annual Fuel Mix Disclosure (FMD). Aspects we scored included how much of the electricity they supply is renewable and whether they generate renewable energy or buy it directly from generators.
It told us that it invests £1 per customer in carbon credits from projects that protect nature and restore the environment.
When we compared energy companies on their green credentials in November 2023, Shell Energy scored 20%. This places it towards the bottom of our table of the 17 companies we rated.
Find out more about the differences between energy companies’ renewable electricity and how Shell Energy compares to others.