What about my Direct Debit?

Once your account is fully set up, you’ll receive your login details. You can then create a new Direct Debit or make an ad-hoc payment. We’ll also be able to transfer across any credit you had with your old supplier. 

We’re aiming to get your first bill to you in December. By then you should have your login details, which means you’ll be able to set up a new Direct Debit if you haven’t already. 

As your first bill period will be for longer than usual, we strongly recommend setting aside one month’s Direct Debit payment, so you can make sure your first bill is covered.

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 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. 

I left Colorado Energy but am still waiting for them to repay my credit. Will Shell Energy pay this?

Yes. We’ll honour credit balances for customers who had already left Colorado Energy but are still owed credit. We’ll be in touch to update you on the process.

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