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: