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Raise dispute
Energy Supplier

Shell Energy: we can review your dispute

Shell Energy Retail Ltd was purchased by Octopus Energy Ltd on 1 December 2023 and operated as normal until Octopus Energy began to migrate consumers over to Octopus Energy on 1 February 2024.

What does this mean: If you wish to raise a complaints regarding Shell Energy Retail Ltd should raise your complaint under the Octopus Energy. This is regardless of when your complaint started and even if you have never been a customer of Octopus Energy.

Information for transferring SoLR customers

Pure Planet, Colorado, GOTO Energy & Daligas
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Pure Planet, Colorado, GOTO Energy & Daligas ceased trading between 13th-18th October 2021. As a result, we are not accepting any new disputes about these companies.

Green Supplier Ltd
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Green Supplier Ltd ceased trading on 22 September 2021. As a result, we are not accepting any new disputes about the supplier.

As a result of the companies ceasing to trade, we are not accepting any new disputes about these companies. If you are unhappy with any element of the service provided by Shell Energy as your new supplier, you should contact them in the first instance. What is SoLR?

Creating your case online is the fastest way to get your information to us, however you can also do this by email, telephone and post

You can also contact us via:

place

Energy Ombudsman

P.O Box 966

Warrington WA4 9DF

If you require additional support, process alterations or translation services please visit our Accessibility page for more information.

Please be polite to our colleagues

We understand that complaints can be emotive and consumers who contact us may be angry or upset. We will always do our best to help. We also have a duty of care and ask that users of our service are polite to our colleagues. We will not tolerate any communication we deem to contain abusive language. You can read more about this on our Working Together page.

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