When will I receive my first bill?
You should now have received your first bill, which will show your credit balance (if you have one). You should receive a notification to log into your account, where you can see it.
If you haven’t had your bill yet, rest assured, we’re working on it. You can expect to receive this in early March.
What should I do about my Direct Debit?
If you had an active Direct Debit with Pure Planet, we’ve now moved this over to Shell Energy. We’ll take the same amount on the same day each month – the only difference is that you’ll now see ‘Shell Energy’ appear on your statement.
If you don’t have a Direct Debit with us, we recommend setting one up. Having a Direct Debit can help you spread the cost of your energy, and make it easier to manage your bills.
Why set up a Direct Debit?
- Having a Direct Debit could mean you pay less for your energy.*
- A monthly Direct Debit lets you spread your energy costs over the year.
- Knowing how much you’ll pay each month can help you manage your budget.
- Having a Direct Debit lets you choose which day of the month you pay.
- Paying your bills on time can improve your credit rating.
- Setting up a Direct Debit is super quick and easy. Simply log into your account.
* Direct Debit customers on a fixed tariff can save up to £48 per fuel, per year. Savings on a standard variable tariff vary as rates are applied against standing charges and unit rates.
Why is it cheaper to pay by Direct Debit?
High wholesale costs mean that Ofgem, the UK’s energy regulator, has increased the price cap to £1,971 per year. This is an approximate figure for a household with typical consumption on a dual gas and electricity paying by Direct Debit. For those who pay by cash or cheque, Ofgem has increased the price cap by a further £130 per year to £2,101. This reflects the higher cost of serving those customers. You can find out more from Ofgem.
Other ways to pay
Visit My Account
It’s easy to make a payment on our website – simply log into your account and follow the instructions.
Use the Shell Energy app
If you haven’t already done so, download our app. This lets you check your account and make payments on the go.
Pay by bank transfer
Here are our bank details:
Sort Code: 20-00-00
Account Number: 53764680
Payee: Shell Energy Retail Limited
Please use your account number as a reference.
Pay by phone
You can pay by phone using a credit or debit card. Just give us a call on 0330 094 5800.
What is a standing charge?
A standing charge is a fixed daily amount that’s applied to your bill. The charge is based on the costs suppliers pay for providing your home with energy. It includes the operating and network costs we have to pay the companies who own the wires and pipes that carry your energy. This year their charges have increased by 39%.
The standing charge also includes a levy of £68 per household per year. This amount is set by Ofgem, the UK’s energy regulator, to recover costs associated with the collapse of 29 energy suppliers this past year. This is known as the Supplier of Last Resort levy.
Will I lose the credit I had with Pure Planet?
If you had a credit balance, you should now see this in your account summary and on your bill. We’ve received feedback that some customers still have queries about their credit balances or extra payments, so we’re conducting a full review into this.
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 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.
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. 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