Post Office has sold its Broadband and Phone business to Shell Energy.
Shell Energy will start transferring services over to its broadband and phone network from November 2021 and be completed by early 2022.
The customer migration from Post Office to Shell Broadband has now started.
Guidance from Ombudsman Services
If you first complained about your issue to Post Office, please register your complaint against Post Office, even if you are now a Shell Broadband customer.
If you have first complained to Shell Broadband about your issue please continue to register your complaint against Shell Broadband.
We resolved 80% of communications complaints in under 6 weeks in 2020.
We strive to resolve complaints quickly, making fair and balanced decisions.
56% of all communications complaints that we handled in 2020 were completed online.
We resolve complaints involving a wide variety of issues.
The typical goodwill payment that we awarded to consumers was £79 in 2020.
We ask providers to recognise when they have let customers down.
There are a number of things you need to do before you can complain to us about Shell Energy Broadband (formerly First Utility Broadband). You'll need to log a formal complaint with the company, then allow them eight weeks to investigate or wait to receive a deadlock letter.
We can ask companies to carry out a number of things: