Shell Energy receives top accolades for customer service
18 September 2020
Top UK consumer website and complaint handling service Resolver has recognised Shell Energy for the excellent quality of our customer service for both energy and broadband, following feedback provided by customers. We’ve been awarded its top accolades for energy and broadband customer service - Resolver Recognised.
We always strive to deliver the best possible experience for our customers, but sometimes things go wrong. When that happens, how we handle complaints and issues can make the difference between keeping a customer, or losing them and potentially damaging our brand and reputation.
Resolver analysed more than 26,000 cases from energy users in the year up to June 2020, and we’re delighted to announce that Shell Energy placed in the top three UK energy providers for customer service excellence.
When looking at telecoms providers that customers say deliver an excellent customer experience, Resolver analysed more than 54,000 cases from broadband users in the year up to July 2020. Shell Energy came out tops as the leading telecoms provider for customer service excellence in the UK.
What is Resolver?
Resolver works with consumers to get them a fair resolution to their complaints, by providing a free online platform to enable the safe storage of complaint information and correspondence.
The service, which is recommended by MoneySavingExpert.com founder, Martin Lewis, means that someone pursuing a complaint can easily add new information to their online complaint file, track progress and view next steps, until the issue is resolved.
Our Resolution Centre Resolver team works closely with customers who have raised a complaint via Resolver to carefully manage issues in a positive and proactive way, so that we protect our relationships with our customers and make their experience as good as it possibly can be.
A survey, sent to customers once the complaints process has been concluded, helps us to know how good they feel the service they received from us was.
Living our values to power our growth
“I’m absolutely delighted, and extremely proud, that we have been recognised for excellent customer service by Resolver,” commented Andy Eadle, Director of Customer Service.
“Not only is this fantastic recognition by an external body, it highlights how much we care about our customers, and how hard we work to continually do better for them.
“Resolver has grown to become one of the most used consumer websites in the UK, so this really is high praise,” he continued.
“The award has come from consistently delivering industry-leading standards, especially our ability to turn any situation into positive feedback from our customers. Many congratulations go to our Resolver team for being at the forefront of this”.
Need to contact us? Here’s how you can get in touch with our team
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Looking for answers to your questions? Our virtual online assistant, Ask Us, is ready and available 24/7.
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Send us a message or use the hashtag #AskShellEnergy on Facebook and Twitter, and we’ll get back to you as soon as possible.
You can email us at: customer.service@shellenergy.co.uk
Help articles
We’ve got all the answers to our frequently asked questions and much more in the Help section of our website.
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Energy customers
If you’d like to make a payment, submit readings or view your bill, you can do this on your online account.
Broadband customers
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Telephone
Energy customers: 0330 094 5800
Lines are open:
Monday - Friday: 8am - 6.30pm
Saturday: 9am - 4pm
Sunday: Closed
Prepayment energy customers: 0330 094 5802
Lines are open:
Monday - Friday: 8am - 8pm
Saturday: 9am - 4pm
Sunday: Closed
Broadband customers: 0330 094 5801
Lines are open:
Monday - Friday: 8am - 8pm
Saturday: 9am - 4pm
Sunday: Closed
