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Shell Energy Contact Info: Contact Number & Email

Shell Energy contact

In this guide we list all the Shell Energy contact methods available. Find the one that best suits you and your query - whether that’s the Shell Energy contact number, email address or another option - and get your question answered as quickly as possible.


Summary of Shell Energy contact numbers

Scan this quick reference table to find the Shell Energy contact number you need. For additional contact methods, read on to the sections below.

Department Shell Energy contact number Operating times
Domestic customers 0330 094 5800 Mon-Fri: 8am - 6:30pm
Sat: 9am - 4pm
Complaints team
  • Phone: 0330 094 5800
  • Typetext: 18002 0330 0945 800
Mon-Fri: 8am - 6:30pm
Sat: 9am - 4pm
Business customers +44 207 934 1234 n/a

Shell Energy contact: general enquiries

There are a number of different Shell Energy contact methods customers can use to get in touch with the supplier. For general queries relating to your account or energy tariff, you contact Shell Energy via phone, email and social media, or use the supplier’s online virtual assistant.

1. Shell Energy contact number

There is only one Shell Energy contact number available for domestic customers. The line operates Monday to Friday from 8am to 6:30pm and on Saturdays from 9am to 4pm.

blue telephone

Shell Energy contact number
Please check with your provider if you don't know how much a call will cost.
0330 094 5800
*Monday to Friday: 8am-6:30pm; Saturday: 9am-4pm

While the lines are open throughout the hours listed above, on its website the supplier notes that the best times to call are between 9:30am to 11am and 3pm to 4:30pm on weekdays, and between 1:30pm and 3:30pm on Saturdays - these are the times you should get the fastest response from the call agents.

Is Shell fast at picking up the phone? Read more about the supplier’s call wait times and customer service in our Shell Energy reviews page.

2. Shell Energy email address

Email is another Shell Energy contact option. The best thing about this method is you can send an email whatever time of the day that suits you, however, you should not expect a fast response outside of Shell’s operating hours. If your problem is urgent, we would not suggest using email.

 Shell Energy email address - customer.service@shellenergy.co.uk

When sending an email, make sure you explain your question clearly and with as much detail as possible. This will make it easier for the customer service team to provide a fast and satisfactory response.

3. Social media

Social media is another good way to get in touch with the supplier. It is actually one of the most efficient Shell Energy contact methods as the customer service team will aim to reply to your message within one hour.

Shell has a presence on two of the best known social media platforms: Facebook and Twitter. On your preferred platform, you can send the energy provider a private message and should get a fast response within the company’s business hours - 8am to 8pm Monday to Friday, and 9am to 4pm on Saturdays. If you send a message outside of these hours, you will not receive a reply until the business hours reopen.

4. Virtual assistant

The final Shell Energy contact method for general enquiries is the supplier’s online virtual assistant. This is probably the best place to start when you have a question as it is available 24/7 and provides you with an instant reply.

The virtual assistant tool, known as Ask Us, is available on the Shell Energy website under ‘contact’. Just type in your question, click ‘send’, and the tool will provide you with an instant response. This could be a direct answer to your question or a link to where you can find information relating to your query.

Talk to a real person - FastYou won't have to talk to a machine or wait on hold for hours. Our free service will put you through to a real person without the wait. Call 020 3966 4692 or get a free callback now.

If you find you are not receiving a satisfactory answer to your question, the next step is to try one of the other Shell Energy contact methods mentioned above.

Another good place to start with your questions is your online account. Find out how to register and log in to your account in Selectra’s Shell Energy login guide.


Shell Energy contact: priority services

Like most energy suppliers, Shell has a Priority Services Register which vulnerable customers can sign up to in order to receive extra support. For example, forewarning of planned power cuts and priority to get the supply to your property up and running again in the event of a sudden power outage.

You can sign up for the register if you:

  • Rely on electronically powered medical/mobility equipment
  • Are of pensionable age
  • Have a disability or impairment
  • Are chronically ill
  • Have a child under five

If you qualify for the register, you can sign up for the service in a number of ways. Firstly, you can do everything online by filling out and submitting the Priority Services Application Form. Alternatively, you can download the form, complete it by hand and post it to Shell Energy, PO BOX 6363, Coventry, CV3 9LR.

To speak to someone directly about the Priority Services Register you can call the Shell Energy contact number 0330 094 5800, or send an email to vct@shellenergy.co.uk. Bear in mind you can not sign up for the register using these methods. To sign up you must complete the application form.


Shell Energy contact: complaints

If you find you need to complain to Shell Energy, there are a number of complaint methods to choose from.

pen and paper

Firstly, you can raise your complaint online through the independent complaint service Resolver. Its complaints process is easy and straightforward to carry out. First, you need to select the issue you wish to complain about, e.g. billing, your smart meter or Shell tariff.

After this you can detail your complaint, adding any evidence (photos, videos etc.) to back up your complaint, then everything will be sent off to Shell. You can also track the progress of your complaint through the Resolver service.

Alternatively, you can place your complaint over the phone by calling 0330 094 5800. If you have hearing difficulties, you can send your complaint via Typetalk to 18002 0330 0945 800.

Finally, you can choose to post a letter of complaint to the supplier’s offices in Coventry. Make sure you include your contact details in the letter so the team can communicate with you regarding your complaint.

Send a letter to

Customer Services
Shell Energy
PO Box 6363
Coventry
CV3 9LR

After you have placed your complaint, the complaints team at Shell will try to resolve it as quickly as possible. In any case, they are committed to sending you a written response within ten working days - this will either contain a suggestion resolution or an update on the process.

If your complaint cannot be resolved quickly and calls for further investigation, you will be given a ‘complaint reference number’. The team will use this number in all correspondence regarding your complaint.

For independent help and advice you can get in touch with Citizens Advice on 03454 040506 or send an email to citizensadvice.org.uk/energy, or consult the Energy Ombudsman.


Shell Energy emergency contact

In an emergency, there is a specific Shell Energy contact number to call. However, in a lot of cases your energy supplier should not be the first point of contact in a gas or electric emergency.

Gas emergency

If you smell gas in your household, you need to contact the National Gas Emergency Helpline, not Shell Energy. You can contact the emergency helpline on 0800 111 999, twenty four hours of the day, seven days a week. Before doing this: open your doors and windows for ventilation; turn off gas appliances; turn off your gas supply at the isolation switch; and get out of the house.

If you can’t smell gas but your gas meter or appliances are not functioning properly, you will need to get a gas safe engineer to take a look at things. When they have visited and identified the problem, you can inform Shell by calling the Shell Energy contact number 0330 094 5800.

The supplier will arrange for someone to come out to your household and investigate the problem further. If you require a new meter, you will need to arrange an installation appointment.

Power cut

Power cuts usually affect an entire area. In this case, they are not your energy supplier’s fault, but are the responsibility of your local Distribution Network operator. If you experience a power outage in your home, call 105 to report it. This service will also be able to tell you if it is a network wide outage or not.

If the power cut is not affecting the wider network, just you, then you need to get in touch with Shell on 0330 094 5800 to get the problem sorted out.

If you’re on Shell’s Priority Services Register, you will have been given a specific number to call if you experience a power cut. Make sure you call this number as it means services will prioritise getting your supply up and running again.


Shell Energy contact for business customers

Business customers need to get in touch with Shell Energy Europe Ltd, not Shell Energy UK, with any general queries about their account or energy tariff. You can do this by phone, email or post:

  • Phone number - +44 207 934 1234
  • Email address - shellenergyeurope@shell.com
  • Postal address - Shell Centre, London, SE1 7NA, United Kingdom
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