When will I receive my first bill? 

You’ll receive your first bill in early January. Your first bill period will be for nearly three months. But don’t worry, if you’ve still been paying your Direct Debit to Pure Planet, we’ll move the money across and this should go a long way towards covering it. If you have a credit balance with Pure Planet, we’ll put this towards your bill, too.

If you cancelled your Direct Debit, or use another way to pay, we recommend setting aside two to three months’ payments so you have enough to cover your bill. 

What should I do about my Direct Debit? 

If you’ve still got a Direct Debit with Pure Planet, we’ll start moving this over to Shell Energy shortly. We’ll send you more information about this in the coming days. 

Or you can cancel your Direct Debit with Pure Planet and set up a new one with us, so long as your balance with Pure Planet is in credit. As soon as you have your login details, you can easily set up a Direct Debit in your online account. 

Will I lose the credit I had with Pure Planet?

No. If there was credit on your Pure Planet account, we’ll apply this to your Shell Energy account, so you won’t lose any money. However, as we’re working with administrators, this may take some time. 

I left Pure Planet before they went into administration – will you refund the credit balance I had with them? 

Yes. If your account with Pure Planet was in credit, we’ll return the balance to you as soon as we receive it.

I don’t agree with the credit balance you’ve sent me

The credit balance you receive is based on your final bill with your previous supplier. We didn’t calculate this credit and have no further information, which means that, unfortunately, we’re unable to deal with any queries you may have. 

If you need any advice on how credit balances are honoured through the Supplier of Last Resort (SoLR) process, please contact Citizens Advice on 0808 223 1133. Your new energy supplier or your previous supplier’s administrator may also be able to help.  

I have outstanding payments with Pure Planet, what happens to that debt?

If you have any outstanding payments, you should keep paying these, or continue with any arrangement you had with Pure Planet to clear the balance. We’re working with administrators to understand our new customers’ ability to pay, so once we’ve done this, we’ll be in touch.

Am I eligible to join the Shell Go+ rewards programme?

Yes. As a Shell Energy customer, you’re welcome to join the Shell Go+ rewards programme once your account is fully set up. You’ll enjoy exclusive savings on fuel at Shell service stations, as well as great offers, member benefits and surprises on us.

Find out more at shellenergy.co.uk/my/loyalty