Have you left us within your minimum contract period?
If you've cancelled your service during your minimum contract period, you may receive an early termination charge. Details of these can be found on our price list.
Are you querying a cease charge?
We may apply a £12 cease charge if a service is cancelled or transferred away from Shell Energy.
Had an engineer appointment recently?
If an Openreach engineer visits your home and locates a fault inside your property, Openreach will charge for the work that took place to resolve the issue. Therefore, the charge is added to your bill.
Were you expecting a bill credit?
If you were expecting a credit, you’ll find this under ‘Bill credit’ at the end of your bill, in the 'One-off charges' section. This amount excludes VAT and the remaining VAT is credited back through your bill.
If you believe the charge shouldn't be there, or you're unsure what the charge is for, please contact us.