Shell Energy received TWICE as many complaints than its broadband rivals

Households thinking of moving broadband and landline services to Shell Energy may want to think twice after complaints about it soared in the first three months of the year.

It received twice as many complaints than the industry average for its broadband services, according to Ofcom – and more than three times’ as many for its landline offering.

Overall, complaints sent to the industry regulator stayed broadly the same as the last three months of 2021, its data shows. 

However, notably Shell received 22 complaints per 100,000 for its broadband services – up from 15 in the previous set of data. It also had seven times’ as many gripes as the best ranked, EE.

Ofcom found that EE and Sky received the least complaints from customers for broadband and landline, while Shell Energy ranked bottom of the table for a second quarter running

Around 40 per cent of the complaints were the result of poor service or faults, while a third complained about its customer handling.

Some customers complained about the poor quality service, with reports of long wait times on service calls, or a lack of broadband service outside of major cities.

Around a quarter of complaints also included issues with billings, or costs associated with the poor quality service.

Find the fastest and cheapest broadband – and see if you can save

Broadband, TV and phone contracts are notoriously sticky, with customers often allowing deals to run on for many years while providers raise prices.

But it may be possible for you to get faster broadband, a better TV package and an improved phone deal, while saving money each month.

It is always worth comparing prices to see if you can save – particularly as the cost of living crisis bites. 

This is Money has partnered with Broadband Choices to offer readers the chance to easily search for the best and cheapest deals for their broadband, mobile and TV. 

> Can you save? Compare broadband, TV and phone deals 

Shell – which offers electricity and gas supplies to households, alongside its broadband and landline offering – refused to comment on the measures it is taking to address the significant number of complaints received. 

A Shell Energy spokesperson said: ‘We are committed to offering great customer support, and we are investing over the long term in new ways to provide the best possible experience for every customer.’

For broadband, Sky and EE saw the least complaints from customers for a second quarter running.

Sky received four complaints per 100,000 customers, with EE getting three complaints for its broadband services.

Ofcom said that complaints sent to them by customers has stayed broadly at the same level as the last quarter of 2021, with broadband receiving the most complaints of dissatisfaction

Sky also saw only one complaint per 100,000 for its pay-TV and pay monthly mobile services, while EE received just one complaint per 100,000 for landline.

EE also received the least complaints for the landline service, while Sky ranked number one again for the fewest complaints across mobile and pay-TV services.

Virgin Mobile saw the most complaints against for pay-TV services, receiving four complaints per 100,000 customers.

O2 and BT also ranked low for pay monthly mobile services, receiving 3 complaints each, compared to four complaints per 100,000 Virgin Mobile customers.

Ofcom found that Sky received the least complaints from customers for mobile and pay-TV services, while Virgin Mobile and Virgin Media saw the most complaints for both services

How to fight back against poor service 

If you are unhappy with your provider, for anything including regular faults with the service, the customer service is dismal or you’re not getting good value for money you have the right to complain or you could switch, depending if you’re out of contract.

You should contact your provider directly and outline your complaint, along with the steps you want to take to correct any issues. 

If after eight weeks you’ve still not received a response, or you’re not happy with the response you have received, you can escalate the problem by contacting CISAS or the Ombudsman Services: Communications.

It will look at your case independently and if it rules in your favour it could ask the provider to pay you for any money you’ve lost.

It may also tell the provider to pay you for extra costs, such as time spent on the phone or money spent accessing the internet through alternative means such as with a dongle.

You may also be able to leave the contract early, without penalty, if you’ve been left without a decent service for some time. 

This should be detailed in your contract but if not keep a note of how long your service has been down and include this with your complaint and request to be able to leave.