What about my Direct Debit?

You don’t have to do anything – we’ll start transferring over your Direct Debit details to Shell Energy from Saturday 1 January. If you’ve already cancelled your Direct Debit, don’t worry – you can set up a new one now.

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.

Will I lose the credit I had with GOTO Energy?

No. If there was credit on your GOTO 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. 

What’s happened to the balance I had with GOTO Energy?

We’re moving your outstanding balance with GOTO Energy across to your Shell Energy account. We’re hoping to complete this in the next few weeks. 

You’ll then be able to see your balance in your online account and on your first bill. We’ll be in touch to let you know when your first bill is available to view.

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

Yes. If your account with GOTO Energy 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 GOTO 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 GOTO 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 GOTO 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