We have appointed Shell Energy to take on the 255,000 domestic customers and a small number of non-domestic customers of Green Supplier Limited (‘Green’), which is ceasing to trade.
This appointment will take effect on 27 September 2021.
This guide will answer some of your questions on what happens now.
Your supply
Green customers will be transferred to a new contract with Shell Energy from 27 September 2021. Shell Energy will then contact all customers to explain what happens next.
If you haven't heard from them within a few days, please get in contact using the details below.
They have put you on a deemed tariff rate and will now contact all ex-Green customers to let them know personalised tariff information, which is protected under the energy price cap for domestic customers.
You can shop around or ask them to put you on a different tariff. You won’t be charged any exit fees.
Our advice is not to switch immediately, but wait until Shell Energy has been in touch with you. They will contact you with personalised information about your tariff.
Your account will be fully set up with them in due course. Shell Energy will contact you at this point to confirm once this has happened.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another Shell Energy tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way for any credit balances domestic customers had with Green honoured by Shell Energy.
Shell Energy will honour domestic credit balances for both current and past customers of Green who are owed money.
Shell Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take a sometime as Shell Energy needs to receive and review records from Green. When calculating your credit balance, they will deduct any unbilled charges for your supply by Green.
If you have switched and owed Green money, including if you were paying this money back, the administrators or Shell Energy will be in contact with you to discuss repayment arrangements.
Shell Energy will honour credit balances for both current and past customers of Green who are owed money.
Shell Energy will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time. When calculating your credit balance, Shell Energy will deduct any unbilled charges for your supply by Green.
No. Shell Energy will not pay this compensation. You should contact Green’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.
If you think your complaint is still ongoing, then once Shell Energy contact you, please discuss with them how the issue can be resolved.
Payments through direct debit
You don’t need to cancel your direct debit, but can if you wish to. Shell Energy will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit.
You don't need to worry if you’ve already cancelled your direct debit. Shell Energy will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with Green.
Smart meters
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately, customers with older smart meter models will see a loss of smart functionality, but their supplies will continue uninterrupted. Shell Energy will upgrade these older meters for any customers who request it. Once the transfer to Shell Energy is complete, they will take steps to restore smart functionality.
Complaints and contacts
Shell Energy is not required to take on any unresolved complaints relating to Green.
However, if you believe your complaint is still ongoing, once Shell Energy contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.
Enquiries
Shell Energy will contact Green customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the Shell Energy customer contact team.
