{"organism":"Page","children":[{"organism":"Container.Raw","children":[{"organism":"Metadata","model":{"title":"Business customers - how to complain","links":[{"name":"Business customers - how to complain","value":"https://www.shell.co.uk/business/shell-energy/complaints.html"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/metadata"},{"organism":"ContentOwner","model":{},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/contentowner"},{"organism":"Container.Header","children":[{"organism":"Container.Raw","ref":"https://www.shell.co.uk/business/_jcr_content/root/header/inherited.model.json","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/header/inherited","model":{}},{"organism":"Breadcrumb","model":{"links":[{"name":"Home","value":"https://www.shell.co.uk/"},{"name":"Business","value":"https://www.shell.co.uk/business.html"},{"name":"Shell Energy","value":"https://www.shell.co.uk/business/shell-energy.html"},{"name":"Business customers - how to complain","value":"https://www.shell.co.uk/business/shell-energy/complaints.html"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/header/breadcrumb"}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/header","model":{}},{"organism":"Container.Main","children":[{"organism":"Container.Section","children":[{"organism":"PageHeader","color":"inherited","model":{"title":"Business customers - how to complain"},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/page_header"},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text","model":{"text":"\u003Cp\u003EIf you’re a business customer and not happy, we’re here to try to sort things out quickly. We aim to make sure that we handle all complaints fairly and efficiently and we’ll always handle your complaint confidentially.\u003C/p\u003E\r\n\u003Cp\u003EWe’re committed to continually improve our customer service and learn from any feedback we receive.\u003C/p\u003E\r\n"}},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text_973743675","model":{"title":"Raising a business energy complaint","text":"\u003Cp\u003ELet us know what the problem is. We'll make every effort to get your business energy complaint sorted there and then, but sometimes it can take a little longer. We believe the easiest and fastest way to resolve your complaint is via the phone.\u003C/p\u003E\r\n\u003Cp\u003EOur business energy customers can call \u003Cb\u003E\u003Ca href=\"tel:03300882679\"\u003E0330 088 2679\u003C/a\u003E\u003C/b\u003E or email \u003Ca href=\"mailto:SEUKL-resolutions@shell.com\" target=\"_parent\"\u003ESEUKL-resolutions@shell.com\u003C/a\u003E. We’re available from 8am to 5pm, Monday to Friday.\u003C/p\u003E\r\n\u003Cp\u003EYou can also write to us at Shell Energy UK Limited, Elder House, 586-592 Elder Gate, Milton Keynes, MK9 1LR.\u003C/p\u003E\r\n\u003Cp\u003EWe aim to respond to your complaint straight away, but if we are unable to we will provide a complaint number and your complaint will be assigned to a complaints handler, who will respond within 10 working days. Some more complex issues may take longer to resolve, in these cases we will ensure you are updated regularly until a resolution is reached.\u003C/p\u003E\r\n\u003Cp\u003EIf 10 working days have passed after raising your complaint and you have had no response, please contact us quoting your complaint number.\u003C/p\u003E\r\n\u003Cp\u003E\u003Cb\u003EClick here to view our complaints performance.\u003C/b\u003E\u003C/p\u003E\r\n"}},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text_1962460402","model":{"title":"Possible outcomes","text":"\u003Cp\u003EIf, after we review your complaint, we identify that a mistake has been made, we will try to work with you to put things right. The outcome will always result in one of the following:\u003C/p\u003E\r\n\u003Cul\u003E\r\n\u003Cli\u003EAn apology\u003C/li\u003E\r\n\u003Cli\u003EAn explanation\u003C/li\u003E\r\n\u003Cli\u003EFinancial payment\u003C/li\u003E\r\n\u003Cli\u003EAction to put things right.\u003C/li\u003E\r\n\u003C/ul\u003E\r\n"}},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text_1999994147","model":{"title":"Dedicated ongoing support","text":"\u003Cp\u003EIf your business energy complaint has been recorded (you have a complaint reference) and aren’t satisfied with the resolution offered to you or remain unhappy with the service you have received, please contact us to escalate your complaint.\u003C/p\u003E\r\n\u003Cp\u003ECall \u003Ca href=\"tel:03300882679\"\u003E0330 088 2679\u003C/a\u003E or email \u003Ca href=\"mailto:SEUKL-jodieeaton@shell.com.\"\u003ESEUKL-jodieeaton@shell.com\u003C/a\u003E. We’re available from 8am to 5pm, Monday to Friday.\u003C/p\u003E\r\n\u003Cp\u003EYour case will be reviewed, and a full and final response provided to you.\u003C/p\u003E\r\n\u003Cp\u003EIf we are unable to reach as resolution, we will issue a ‘Deadlock Letter’ explaining our final position and outlining your right to seek advice from independent third parties such as Citizens Advice, should you wish to.\u003C/p\u003E\r\n\u003Cp\u003ECitizens Advice offers free, confidential and impartial advice on consumer issues. Visit their website at \u003Ca href=\"https://www.citizensadvice.org.uk/\" target=\"_blank\"\u003Ecitizensadvice.org.uk\u003C/a\u003E or call \u003Ca href=\"tel:08082231133\"\u003E0808 223 1133\u003C/a\u003E\u003Cb\u003E \u003C/b\u003Eor\u003Cb\u003E \u003C/b\u003E\u003Ca href=\"tel::08082231144\"\u003E0808 223 1144\u003C/a\u003E \u003Cb\u003E(Welsh language)\u003C/b\u003E to find out how they can help.\u003C/p\u003E\r\n"}},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text_1220957481","model":{"title":"Microbusinesses or Small Business - if we can’t resolve your complaint.","text":"\u003Cp\u003EIf you’re a Microbusiness or a Small Business and we can’t resolve your complaint within eight weeks, we’ll get in touch to let know you have the right to pass your complaint to the Energy Ombudsman.\u003C/p\u003E\r\n\u003Cp\u003EThe Ombudsman is an independent body that exists to resolve disputes between energy suppliers and their customers. It is free to use their services and they make their decision based only on the information available.\u003C/p\u003E\r\n\u003Cp\u003EThere are several ways to contact them:\u003C/p\u003E\r\n\u003Cp\u003EVisit: \u003Cb\u003Ewww.energyombudsman.org\u003Cbr\u003E\r\n \u003C/b\u003ECall: \u003Ca href=\"tel:03304401624\"\u003E0330 440 1624\u003C/a\u003E\u003Cbr\u003E\r\n Email: \u003Ca href=\"mailto:enquiry@energyombudsman.org\"\u003Eenquiry@energyombudsman.org\u003C/a\u003E\u003Cbr\u003E\r\n Write to: Energy Ombudsman, PO Box 966, Warrington, WA4 9DF.\u003C/p\u003E\r\n"}},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text_1676823539","model":{"title":"Our responsibilities","text":"\u003Cp\u003EOfgem provides specific complaint handling and management guidance to energy suppliers via the \u003Ca href=\"https://www.legislation.gov.uk/uksi/2008/1898/made\" target=\"_blank\"\u003EGas and Electricity (Consumer Complaints Handling Process) Regulations 2008.\u003C/a\u003E\u003C/p\u003E\r\n"}},{"organism":"PromoSimple.Text","color":"inherited","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section/text_1784594140","model":{"title":"Are you a residential customer?","text":"\u003Cp\u003EIf you're a residential customer, please visit our \u003Cb\u003Eresidential complaints page\u003C/b\u003E to direct your complaint to the right place.\u003C/p\u003E\r\n"}}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main/section","model":{}}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/main","model":{}},{"organism":"Container.Footer","children":[{"organism":"Breadcrumb.Large","model":{"links":[{"name":"Home","value":"https://www.shell.co.uk/"},{"name":"Business","value":"https://www.shell.co.uk/business.html"},{"name":"Shell Energy","value":"https://www.shell.co.uk/business/shell-energy.html"},{"name":"Business customers - how to complain","value":"https://www.shell.co.uk/business/shell-energy/complaints.html"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/footer/breadcrumb"},{"organism":"Container.Raw","ref":"https://www.shell.co.uk/business/_jcr_content/root/footer/inherited.model.json","id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/footer/inherited","model":{}}],"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content/root/footer","model":{}}],"id":"/conf/shell/settings/wcm/templates/base/structure/jcr_content/root","model":{}}],"model":{"title":"Business customers - how to complain","links":[{"name":"canonical","value":"https://www.shell.co.uk/business/shell-energy/complaints.html"},{"name":"hierarchy","value":"en_gb/business/shell-energy/complaints"},{"name":"homeTitle","value":"Business"},{"name":"homeUrl","value":"https://www.shell.co.uk/business.html"},{"name":"locale","value":"en-GB"},{"name":"title","value":"Business customers - how to complain | Business"},{"name":"textDirection","value":"ltr"},{"name":"template","value":"base"},{"name":"contentPath","value":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints"},{"name":"externalDisclaimerText","value":"Shell plc Legal Disclaimer\r\n\r\nYou are now leaving the Shell UK website.\r\n\r\nThe link you have selected will direct you to a website that is not controlled by Shell plc or any member of the Shell Group. Accordingly, neither Shell plc nor any member of the Shell Group endorses, adopts, certifies or otherwise validates the information and material contained on the linked website. This includes its sponsor and any policies, activities or services offered on the site, by any advertiser on the site or linked to the site.\r\n\r\nThank you for visiting the Shell UK website."},{"name":"themeMode"},{"name":"lastModified","value":"2026-07-28T14:32:47.439Z"},{"name":"themeName","value":"shell-energy"},{"name":"themePath","value":"/etc.clientlibs/amidala/clientlibs/theme-shell-energy"},{"name":"themeCss","value":"/etc.clientlibs/amidala/clientlibs/theme-shell-energy.ACSHASH7e079cd05af5e27a823c2bf69b9fabde.css"}]},"id":"/content/shell/countries/united-kingdom/en_gb/business/shell-energy/complaints/jcr_content"}