When will I receive my first bill? 

We’ll send you your first bill in January. We appreciate that winter isn’t a great time to receive a larger bill, but your first bill period will be for nearly three months. If you have a credit balance with Colorado, we’ll put this towards your bill.

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 energy usage. Or you could set up a Direct Debit now and spread the cost of your energy.

What about my Direct Debit?

If you haven’t already, you can now set up a new Direct Debit.

If you don’t wish to set up a Direct Debit, we recommend setting aside two to three months’ Direct Debit payment amount, as your first bill period will be for longer than usual. If you have a credit balance, you can put this towards your next bill.

Will I lose the credit I had with Colorado Energy?

No. If there was credit on your Colorado Energy 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 Colorado before they went into administration – will you refund the credit balance I had with them? 

Yes. If your account with Colorado 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 manage my bills through Homeshift – what happens with my credit and payments?

Any credit balance you had with Colorado Energy is safe and protected by regulation.

If you make your payments through a third party, such as Homeshift, and they’ve made a payment to Colorado Energy on your behalf since Wednesday 13 October, this credit balance will be protected.

If you’ve made a payment to Homeshift, or another third party, and they haven’t passed this on to Colorado Energy, you’ll need to discuss this with whichever third party you deal with. 

For any further information about your account, please contact the third party your account is with.

I have outstanding payments with Colorado Energy, what happens to that debt?

If you have any outstanding payments, you should keep paying these, or continue with any arrangement you had with Colorado Energy 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.

For prepayment customers:

We’re working with administrators to produce Colorado Energy’s final bill. Once this is done, we’ll be in touch to arrange an affordable repayment plan. 

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