Shell Energy Complaints
Shell Energy receives more complaints than most energy suppliers.
What customers experience
Shell Energy received 12,000 complaints in the 2024-H2 reporting period -- that is roughly 198.0 complaints per 100,000 customers, which is above the sector average of 181.9. If you have had a bad experience with Shell Energy, you are not alone. Encouragingly, their complaint rate has been falling.
When customers do escalate to the ombudsman, 33% of disputes are found in the customer's favour -- a relatively low uphold rate, suggesting most complaints are handled reasonably before escalation.
Total Complaints
12,000
In 2024-H2
Rate (per 100,000 customers)
198.0 ↓
Ombudsman Uphold Rate
33%
of disputes found in customer's favour
Sector Average
181.9
per 100,000 customers
Complaints by Product
| Product ↕ | Complaints ↕ | Share |
|---|---|---|
| Electricity supply | 5,500 | 45.8% |
| Gas supply | 4,000 | 33.3% |
| Billing | 1,800 | 15.0% |
| Customer service | 700 | 5.8% |
Complaint Rate Trend
How does Shell Energy compare?
Complaint rate per 100,000 customers
Bottom Line
Shell Energy receives more complaints than most energy suppliers, which is worth knowing if you are thinking about switching. Existing customers who have had problems should know that the data backs up their experience -- you are not being unreasonable. Consider using our complaint letter generator below.
About This Data
Data sourced from official UK regulators for the period 2024-H2. Complaint rates are calculated per 100,000 customers. Ombudsman uphold rate from the Energy Ombudsman. Full methodology