Goto Energy has ceased trading

Goto Energy has gone into administration but under Ofgem’s safety net, all customers are well protected

Due to the global energy crisis and record high wholesale energy costs, GOTO Energy (UK) Limited (“the Company”) has ceased to trade. On 21 October 2021, all of the Company’s customers were transferred by Ofgem, the energy regulator, to Shell Energy Retail Limited (“Shell Energy”), who has been appointed as the Supplier of Last Resort under Ofgem’s regulatory powers. Please refer to Ofgem’s press release for more information here.

Following the completion of the Ofgem statutory process, Neil Mather and Michael Pallott of Mazars LLP were appointed Joint Administrators of the Company on 25 October 2021.

The Joint Administrators are now working closely with the Company’s management team, Ofgem and Shell Energy to ensure a seamless and efficient transfer of all of the accounts to Shell Energy.

Support and advice for customers is available on both Shell Energy’s and Ofgem’s websites:

  1. Shell Energy
  2. Ofgem


What happens next for customers?

  1. At no point will you lose energy supply. If you haven’t already received communication, Shell Energy will be shortly notifying all customers of the transfer of your accounts and again, once the transfer has completed.
  2. This is an automatic process and there is nothing for you to do apart from taking a final meter reading as close to 21 October 2021 as possible. Where possible, please take a photo of the meter reading as this will make the reconciliation of your final account much easier. However, please do not send the meter reading to Shell Energy until they have requested it.
  3. Any credit balance that you had with the Company will be protected by Ofgem’s regulations and transferred to Shell Energy.
  4. Ofgem’s guidance is to not switch energy provider until the transfer to Shell Energy has been completed.
  5. You are protected by any energy price cap on your new tariff with Shell Energy until 1 April 2022. More information about your new tariff can be found on the Shell Energy website here.



Will I lose energy supply?

No. Under Ofgem’s regulatory powers, your energy supply has already been switched to Shell Energy on 21 October 2021.

Who do I contact in an emergency?

If you can smell gas or believe there is a gas leak, call the National Gas Emergency line immediately on 0800 111 999.

The National Gas Emergency line is free of charge and available 24 hours a day. If you have no electricity supply, please call your local distributor on 105.

Who is my new energy supplier?

Ofgem has appointed Shell Energy as your new energy supplier, who will be in contact shortly

What do I need to do as a customer?

You do not need to do anything other than taking a meter reading as of 21 October 2021, or as close to that date as possible. Shell Energy will then contact you when they are ready for you to submit your reading.

Can I still access my account?

Yes. Our app and online account services are still working and the Joint Administrators will continue to support this until the transfer to Shell Energy has been completed.

What happens if my account is in credit?

Don’t worry, your credit balance will be automatically transferred to Shell Energy who will be in contact with you shortly.

What happens if my account is in debt?

The Joint Administrators will shortly be writing to you with a final bill.

Do I need to cancel my direct debit?

No. Please do not make any changes or take steps to cancel your direct debit. The Joint Administrators will be working with Shell Energy to automatically transfer your direct debit, if possible. Shell Energy will be in contact shortly.

What do I do if I am worried about paying my bills?

If you’re worried about paying your bills and you live in England or Wales, go to or contact them on 0808 223 1133.

If you live in Scotland, go to or contact them on 0808 196 8660. All calls are free.

Can I change the tariff that Shell Energy has put me on?

You’ve been moved onto Shell Energy’s cheapest available tariff, given today’s wholesale costs. Shell Energy will let you know when any other tariffs become available. Once your transfer is complete and your account set up, you're free to move to another energy supplier without exit fees.


What is an administration and who are the Administrators?

An Administration is a statutory process that protects a Company from other legal pressures. It enables Administrators to effect an orderly and seamless transfer of the Company’s customers to Shell Energy while trying to maximise realisations for the benefit of the Company’s creditors.

The Joint Administrators are Neil Mather and Michael Pallott of Mazars LLP, who are both licensed as Insolvency Practitioners by the Institute of Charted Accountants in England and Wales.

The Joint Administrators are bound by the Insolvency Code of Ethics which can be found here.

The Joint Administrators may act as controllers of personal data as defined by UK data protection law depending upon the specific processing activities undertaken. Mazars LLP may act as a processor on the instructions of the Joint Administrators. Personal data will be kept secure and processed only for matters relating to the Joint Administrators’ appointment. Further details are available in the privacy statement on the Mazars website here or by contacting the Joint Administrators. 


What do I do if I still have questions?

Shell Energy will be updating its blog regularly but if you still have unanswered questions, please send them to Shell Energy via this form