Ofgem appoints Shell Energy Retail Limited to take on customers of GOTO Energy

Press release

Publication date


Industry sector

Supply and Retail Market

Ofgem has appointed Shell Energy Retail Limited to take on supplying GOTO Energy Limited’s approximately 22,000 domestic customers. This follows a competitive process run by Ofgem to get the best deal possible for customers.

Funds that current and former domestic customers of GOTO Energy have paid into their accounts will be protected, where they are in credit. Domestic customers will also be protected by the energy price cap with their new supplier. 

For existing GOTO Energy customers, energy supplies will continue as normal after they were switched over to Shell on 21 October 2021.

Customers of GOTO Energy will be contacted over the coming days about the changes. If customers wish to switch supplier, they can shop around but are advised to wait until the transfer has been completed. Customers will not be charged exit fees if they decide to switch to another supplier.

Neil Lawrence, Ofgem’s director of retail, said: 

“I am pleased to announce we have appointed Shell for the customers of GOTO Energy. We understand that this news may be unsettling for customers, however they do not need to worry. Their energy supply will continue as normal, and customer credit balances will be honoured. 

“Your energy supply will not be interrupted. Shell will be in contact with customers over the coming days with further information. Once the transfer has been completed, customers can shop around for a better deal if they wish to.”

Further information can be found on Shell’s website.

  • In an emergency situation:
  • If you have a power cut, please contact 105 to be put through to your local power distributor.
  • If you think you can smell gas or have a gas leak, please contact the 24-hour National Gas Emergency hotline on 0800 111 999.
  • Visit the Shell website for information on what to do in an emergency.

Notes to editors

  • GOTO Energy Limited customers are being supplied by Shell as of 21 October 2021. Accounts will be fully set up in due course. Shell will be in touch with customers in the coming days.
  • Any questions GOTO Energy Limited customers have should be directed to Shell.
  • Funds that current and former domestic customers of GOTO Energy Limited have paid into their accounts will be protected, where they are in credit.
  • Ofgem sets the level of the price cap, which protects customers on default as well as deemed tariffs, twice per year based on the latest estimated costs of supplying energy. 
  • Current and former customers who owe money, or are in debit to GOTO Energy Limited, should wait to hear from Shell or GOTO Energy’s administrators.
  • Shell will be in touch with customers with direct debits to explain how to set up their account.
  • Customers can find support and advice on the Ofgem website, facebook and twitter feed, @ofgem. Alternatively, if they need extra help, in England and Wales they can contact Citizens Advice on 0808 223 1133 or email them via webform, in Scotland they can contact Advice Direct Scotland on 0808 196 8660 or use their online webchat.
  • More information for GOTO Energy Limited customers can be found on the Ofgem website.

General enquiries (non-media)

If you are an energy customer looking for help and advice, including complaints about energy firms, please see our Household gas and electricity guide. Citizens Advice also provide a free, impartial helpline service across a range of issues on 0808 223 1133.

We also regularly share news and post general advice to help consumers get the most out of their energy services via our @Ofgem twitter and Facebook pages. If you have an enquiry or complaint relating to Ofgem’s policies or functions, contact us at consumeraffairs@ofgem.gov.uk or on 020 7901 7295.

For all other non-media related enquiries, please visit our Contact us page.

About Ofgem

Ofgem is Britain’s independent energy regulator. Our role is to protect consumers now and in the future by working to deliver a greener, fairer energy system. We do this by:

  • Working with Government, industry and consumer groups to deliver a net zero economy at the lowest cost to consumers.
  • Stamping out sharp and bad practice, ensuring fair treatment for all consumers, especially the vulnerable.
  • Enabling competition and innovation, which drives down prices and results in new products and services for consumers.

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