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Investigation into Shell Energy Retail Limited’s compliance with end-of-contract notification and annual best tariff notification requirements

29 April 2022

Open

Investigation into Shell Energy Retail Limited (Shell Energy)
Case opened 29 April 2022
Summary

This investigation is examining whether Shell complied with its obligations to send end-of-contract notifications and annual best tariff notifications. It will also examine whether the end-of-contract notifications and annual best tariff notifications that were sent contained the relevant information.

Relevant legal provision(s)

General Condition C1.23, C1.24, C1.32 and C1.33 (formerly C1.10, C1.11, C1.17 and C.18)

Following consideration of information provided by Shell Energy, Ofcom has decided to open an investigation into Shell Energy’s compliance with its obligations to send end-of-contract notifications (ECNs) and annual best tariff notifications (ABTNs) as required by General Conditions (GCs) C1.23 and C1.32 (formerly C1.10 and C1.17) respectively.

The information provided by Shell Energy indicates that it did not send these notifications to some customers for a period of time beginning in February 2021. It also indicates that some interim letters sent before a full solution was put in place may not have contained all of the required information. As such, the investigation will also examine whether Shell Energy has failed to comply with its obligations under GCs C1.24 and C1.33 (formerly C1.11 and C1.18) which set out (respectively) what information should be included in ECNs and ABTNs.

We aim to complete our evidence gathering phase in this investigation by the end of Summer 2022. We will publish a further update on next steps once that phase is complete.


Case leader

Tayyba Mahmood (email: tayyba.mahmood@ofcom.org.uk).

Case reference CW/01259/04/22