Shell Energy Retail Limited
Shell Energy Retail Limited offers a range of customer services via their helpline. Customers can inquire about account details, resolve billing issues, and submit complaints. The helpline is available Monday to Friday from 08:00 to 18:30, and Saturday from 09:00 to 16:00. Emergency reporting for gas leaks is available 24/7 through a dedicated line. Common reasons for calling include billing inquiries, service complaints, and emergency reporting. Wait times can be long during peak hours, especially after billing cycles. Calling early in the day may reduce wait times.
Updated 15 Dec 2025
Expected outcomes
- Resolve billing issues
- Submit service complaints
- Report gas emergencies
- Inquire about account details
- Escalate unresolved complaints
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Account number
- Personal identification
- Details of complaint
- Location of emergency
- Description of issue
- Contact information
Known issues
Customers often experience long wait times when contacting Shell Energy, particularly during peak hours and after billing cycles. To avoid delays, it's advisable to call early in the day. Email responses can take up to 48 business hours for general inquiries and up to five business days for complaints. For urgent matters, using the phone or live chat is recommended. If a complaint is not resolved, contacting the Energy Ombudsman directly may be necessary. Escalation difficulties have been reported, so persistence may be required.
