Our policies

Our customers' needs are our priority and we strive to exceed expectations. We hold ourselves to high standards, some of which are available for you to download and view here.

Your contract

Terms and Conditions of Supply

View our Terms and Conditions of Supply.

Guaranteed Standards

View the Guaranteed Standards, as set out by Ofgem, that we have to adhere to.

Network Operator Standards

View the Network Operator Standards.

Complaints Handling Procedure

View our Complaints Handling Procedure.

Your data

Privacy Policy

View our Privacy Policy.

Email Disclaimer

View our Email Disclaimer.

Visiting our website

Cookie Policy

View our Cookie Policy.


View our Accessibility Policy.

Website Terms of Use

Click to read our Website Terms of Use.

Online Content Disclaimer

View our Online Content Disclaimer.

Our company policies

Tax Strategy

Click to view our Tax Strategy.

Modern Slavery Statement

This statement has been published in accordance with the Modern Slavery Act 2015. It sets out the steps we have taken during the financial year ending 31 December 2021 to prevent modern slavery and human trafficking in our business and supply chains.

Smart Meter Calculated Planned Annual Target

Shell Energy UK has a Calculated Planned Annual Target to install 87 electricity, and 0 gas, Qualifying metering Systems to Qualifying Relevant Premises during 2024. In 2023 we installed 177 electricity Qualifying Metering Systems to Qualifying Relevant Premises (against a target of 54) and 314 gas Qualifying Metering Systems to Qualifying Relevant Premises (against a target of 122).