Shell Energy customer information page – updated regularly
Octopus Energy has bought Shell Energy’s retail business. Later this year, Shell’s home energy customers will move to Octopus Energy.
If you’re a Shell Energy customer, sit tight. There’ll be no change to your service right now. Shell will email you all the info you need once the deal is approved by the regulator, which we expect to be later in Q4 of 2023. They’ll tell you all about what this means for you before anything changes.
Please don’t contact Octopus or Shell Energy for more information. Our customer service teams don’t have any more detail to share about the agreement right now. This page is the best place to get up-to-date information.
We’re really proud to say we’ve reached an agreement to take on Shell Energy Retail in the UK and Germany. This means Octopus Energy will now be home to all of Shell’s 1.3 million home energy customers and 500,000 broadband customers.
Shell went through a thorough and stringent process to find the right business to entrust their customers to and we don't intend to let those customers down. We’ve got a proven track record in getting large-scale customer migrations done quickly and smoothly, while continuing to look after customers old and new to a ridiculously high standard.
Recently, we transferred 1.5 million Bulb customers in just six months – an industry record – after which we topped Citizens’ Advice’s star ratings and were named Which?’s prestigious Recommended Energy Supplier for the 6th year running.
We’ll work relentlessly to make sure Shell Energy customers get the same outrageously good service on their way to their new home with Octopus.
I’m a Shell Energy customer, what does this mean for me?
You don't need to do anything right now, there will be no immediate change or interruption to your energy supply. Your energy prices won’t change as a result of the announcement.
If you have a credit balance with Shell Energy, it is protected. You should keep your existing Direct Debit in place as all direct debits will be automatically transferred. You can get help from Shell and manage your account the same way you always have, and you'll be looked after by the same dedicated team.
We’re expecting the agreement to get regulatory approval in Q4 of 2023, and we'll start moving customers to Octopus soon after that. Closer to that time, Shell will contact you with everything you need to know. We’ll work quickly and carefully to transition you over to Octopus, and share regular updates on this blog.
Who should I speak to for help with my account?
If you're a Shell Energy customer, you should get help from Shell and manage your account the same way you always have. You'll be looked after by their same dedicated team.
What if I don’t want to stay with Octopus? How quickly can I switch away?
We really hope you'll choose to stay with Octopus, but you are always able to switch away.
Should I cancel my Direct Debit to Shell?
Please don’t cancel your Direct Debit, you should keep paying exactly as normal. When the time comes for your account to be moved to Octopus systems, your Direct Debit will be automatically transferred to us too, so you don’t need to lift a finger.
Will Octopus be able to keep looking after all those customers?
Yes. We’ve got a proven track record in getting large-scale customer migrations done quickly and smoothly, while continuing to look after customers old and new to an outrageously high standard.
The Shell team will be helping to look after their customers, so existing Octopus customers will continue to receive the same award winning customer service that they do today.
We’re one of the top energy companies on Trustpilot (4.8* rating) and we’re the only energy provider to have been recommended by consumer advice group Which? for six years running.
I’m an Octopus customer, what does this mean for me?
We’re really excited to welcome Shell customers and don’t expect this to have any negative impact on Octopus customers.
The Shell team will be helping to look after their customers, so existing Octopus customers will continue to receive the same award-winning customer service that they do today.
We’re one of the top energy companies on Trustpilot (4.8* rating) and we’re the only energy provider to have been recommended by consumer advice group Which? for six years running.
Hey I'm Constantine, welcome to Octopus Energy!
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