Do you have a compensation policy?
Yes. We assess each situation automatically on a case-by-case basis.
Compensation for switching problems
We know how important it is for your broadband and landline to stay connected while switching to us*. So we’ll compensate you if:
- We’re late in activating your service
- Your installation fails
- We miss your engineer appointment
Compensation will be applied within 30 days after the issue is resolved as credit to your Shell Energy Broadband account.
*Please note that if you’re moving home and taking us with you, or having a new broadband or landline installed, this compensation policy won’t apply.
Compensation for a missed installation or service appointment
If our engineer misses your scheduled appointment, or cancels with less than 24 hours’ notice, we’ll compensate you with £25 credit.
We'll also compensate you with £25 credit for every missed appointment after that. If you missed an appointment, but your activation doesn’t happen on the day of your rescheduled appointment, we’ll compensate you from that day on.
You wouldn’t get compensation if:
- We’ve given more than 24 hours’ notice that your appointment slot has been changed or cancelled
- You cancelled your engineer appointment or weren't at home when we called
- You agreed to a change in the appointment time slot for the same day
- A missed service engineer appointment is due to an issue which occurred after the first eight working days of your service going live
Compensation for late activation of your service
If your service isn’t activated on the day we promised (by 11.59pm), or if your connection is faulty after we install it, we’ll compensate you with £5 credit.
We’ll also compensate you with £5 credit for each additional calendar day before the service is activated. This doesn’t include the day the service is activated again.
You wouldn’t get compensation if:
- You cancelled your engineer appointment, or weren't at home when we called
- You turned down an earlier appointment
- We’ve already let you know your date of activation is changing, at least 24 hours before the original date
- You’re moving home and taking us with you, or having a new broadband or landline installed
Compensation for loss of service immediately after activation
If you experience a total loss of service to your broadband or telephone service immediately after activation, we’ll compensate you with £8 credit, if:
- It’s within the first eight calendar days of your service
- It lasts longer than one working day
We’ll also compensate you with £8 credit for each additional calendar day service is lost. This doesn’t include the day your service was lost or the day it’s activated again.
You wouldn’t get compensation if:
- The loss of service is caused by something within your control
- The loss of service occurred after the first eight working days of your go-live date
- The service returns within the first day of loss
You can find more information in our Complaints Code of Practice.