The electricity, phone and broadband provider arm of Shell has been fined £1.4m by the communications regulator for breaking customer protection rules.
Shell Energy was hit with the fine for failing to flag contract ends and the best deals for phone and broadband customers, Ofcom said.
More than 70,000 such customers were not properly prompted to review their contracts or told they could save by moving to a new plan, the Ofcomdecision said.
An investigation by the watchdog found “important consumer protection rules” were broken.
The investigation uncovered 72,837 customers who were affected by Shell Energy’s failures between March 2020 and June 2022.
Providers are required to proactively let customers know before their existing contracts are up and to provide information to help them shop around and take advantage of a better deal.
Customers must also be told if they are already outside of their minimum contract period.
There’s a specific requirement for telecoms and pay-tv companies to issue an end-of-contract notification to customers by text, email or letter between 10 and 40 days before the minimum contract period comes to an end.
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Annual notifications also have to be sent to customers already outside of the minimum contract period, reminding them they can leave or change deal.
Both notifications must include best tariff information to help customers understand the savings they can make on a new deal or by changing provider.
But in some instances Shell Energy failed to send out end-of-contract notifications and annual best tariff notifications at all.
In other cases, customers were notified but received inaccurate or incomplete information. This was caused by a combination of manual errors and systems and process failures at Shell Energy, Ofcom said.
A total of 7,750 customers received an end-of-contract notification that contained incorrect information about the price they would pay once their minimum term period came to an end.
The effect was 6,054 customers went on to pay higher charges than they were originally quoted, collectively amounting to £398,417.67 – an average of £65.81 each.
A Shell Energy Broadband spokesperson said: “Transparency and clarity for our customers is something we believe in strongly so we were extremely disappointed to have let some customers down in the past by not providing them with the notifications and accuracy we should have.
“As soon as we became aware of the errors we self-reported to Ofcom, rectified the issues, compensated customers and supported Ofcom in its investigation. We apologise to any customer who we let down.”
“Over the past 12 months we’ve made substantial improvements in our broadband customer service experience, dramatically reducing complaints and boasting one of the fastest call-answer times in the country.”
AWS revenue accelerated 20.2% to $33bn (almost £25bn), which CEO Andy Jassy said was a pace it hadn’t seen since 2022. AWS accounts for 60% of Amazon’s total operating income.
Image: While welcoming its latest results, Amazon has also issued a cautious sales outlook. File pic: Reuters
iPhone on the charge
With Donald Trump introducing punishing tariffs on India and China – the main manufacturing hubs for the iPhone – Apple’s record revenue has been even more welcome for boss Tim Cook.
The tariffs cost Apple $1.1bn (£824m) during the past quarter and are expected to cost another $1.4bn (just over £1bn) during the final three months of the year, but the new iPhone 17 range is a hit.
Consumers have been won over by a price point that didn’t stray above last year’s model, particularly in the US and Europe, leading to sales totalling $49bn (£36.1bn) during the July-September period – 6% up on last year.
Global market analyst IDC says almost 59 million iPhones were sold worldwide in the July-September quarter, putting Apple second behind Samsung at 61.4 million of their Android-powered phones.
Buoyed by the iPhone results, Apple earned $27.5bn (£21.4bn), or $1.85 per share (£1.44), nearly doubling its profit from a year ago. Revenue climbed 8% from a year ago to $102.5bn (£80bn).
Image: Tim Cook was famously once referred to by Donald Trump as ‘Tim Apple’. Pic: Reuters
Wall Street analysts had been cautious about both companies, and their tech rivals, because of uncertainty caused by tariffs and whether investment in AI has been overplayed.
While welcoming its latest results, Amazon has issued a cautious sales outlook for the fiscal fourth quarter, citing continued Trump tariffs as a possible bump in the revenue road.
Companies, including Amazon, are introducing AI into nearly every facet of their operations in hopes of reducing costs and boosting productivity. There have been tens of thousands of job losses at US tech firms this year.
On Wednesday, Federal Reserve Chair Jerome Powell said he did not believe the AI boom was a speculative bubble like the dot-com era, when many companies were “ideas rather than businesses”.
Today’s AI leaders “actually have earnings,” he said.
For all the brinkmanship, for all the high stakes and attempts to wield maximum leverage, in the end, there was clear recognition from both the US and China that a degree of stabilisation was necessary.
The fact that some progress has been made on a relatively wide range of issues speaks to that.
But there are real questions about how deep that progress runs and how easily, in the hands of two leaders who staked both their reputations on being strong and unyielding, it could all come crashing down.
From the very outset, the differences in style could not have been more stark.
As the two posed for the introductory handshake, Donald Trump moved quickly to dominate the space – leaning in, doing all the talking, even quipping to the gathered reporters that Xi Jinping is “a very strong negotiator, and that isn’t good”.
That didn’t raise as much as an eyebrow from the Chinese leader.
Xi doesn’t like or respond well to unscripted moments; Trump, on the other hand, lives for them.
It might seem like a relatively inconsequential detail, but it speaks to how difficult it has been for two such opposing systems to see eye to eye, and how many stumbling blocks remained.
But it seems today, at least some of that was overcome.
Image: Donald Trump and Xi Jinping held talks in Busan, South Korea. Pic: Reuters
Indeed, there appears to have been an agreement on key issues such as the movement of rare earth minerals, the purchase of soybeans, the reduction of tariffs and the crackdown on the trade of fentanyl and the chemicals used to make it.
There was further consensus to keep talking about the sale of high-end US chips and to work together to try to end the war in Ukraine.
None of this is insignificant, but Trump’s assessment of it all as a “12 out of 10” likely brushes over many much thornier issues.
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1:02
Trump scores meeting with Xi a ’12 out of 10′
The reality is that there is still a great gulf between them; there are many more barriers to trade than there were at the start of the year, there are still a raft of deep political and structural issues that divide them and the levels of distrust the trade war has left will take more than just one meeting to fix.
Disagreements, such as the future status of Taiwan, for example, weren’t even mentioned today.
Image: There is still a gulf between the two leaders, despite the pair agreeing on key issues at the summit. Pic: Reuters
There also doesn’t appear to be any guarantees baked in, and thus, there is nothing to prevent either party from reneging on what has been agreed and ramping pressure back up as soon as another issue arises.
And, given the characters involved, that feels all too likely.
Indeed, both sides, for different reasons, have found political advantage in the “maximum pressure” style brinkmanship we’ve seen in recent months.
Donald Trump has described crucial trade talks with Chinese President Xi Jinping as “amazing” – and says he will visit Beijing in April.
The leaders of the world’s two biggest economies met in South Korea as they tried to defuse growing tensions – with both countries imposing aggressive tariffs on exports since the president’s second term began.
Aboard Air Force One, Mr Trump confirmed tariffs on Chinese goods exported to the US will be reduced, which could prove much-needed relief to consumers.
It was also agreed that Beijing will work “hard” to stop fentanyl flowing into the US.
Semiconductor chips were another issue raised during their 100-minute meeting, but the president admitted certain issues weren’t discussed.
“On a scale of one to 10, the meeting with Xi was 12,” he told reporters en route back to the US.
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2:08
‘Their handshake was almost a bit awkward’
Xi a ‘tough negotiator’, says Trump
The talks conclude a whirlwind visit across Asia – with Mr Trump saying he was “too busy” to see Kim Jong Un.
However, the president said he would be willing to fly back to see the North Korean leader, with a view to discussing denuclearisation.
Mr Trump had predicted negotiations with his Chinese counterpart would last for three or four hours – but their meeting ended in less than two.
The pair shook hands before the summit, with the US president quipping: “He’s a tough negotiator – and that’s not good!”
It marks the first face-to-face meeting between both men since 2019 – back in Mr Trump’s first term.
Image: Donald Trump and Xi Jinping. Pic: AP
There were signs that Beijing had extended an olive branch to Washington ahead of the talks, with confirmation China will start buying US soybeans again.
American farmers have been feeling the pinch since China stopped making purchases earlier this year – not least because the country was their biggest overseas market.
Chinese stocks reached a 10-year high early on Thursday as investors digested their meeting, with the yuan rallying to a one-year high against the US dollar.
Analysis: A fascinating power play
Sky News Asia correspondent Helen-Ann Smith – who is in Busan where the talks took place – said it was fascinating to see the power play between both world leaders.
She said: “Trump moved quickly to dominate the space – leaning in, doing all the talking, even responding very briefly to a few thrown questions.
“That didn’t draw so much as an eyebrow raise from his counterpart, who was totally inscrutable. Xi does not like or respond well to unscripted moments, Trump lives for them.”
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2:43
Will Trump really run for a third term?
On Truth Social, Mr Trump had described the summit as a gathering of the “G2” – a nod to America and China’s status as the world’s two biggest economies.
While en route to see President Xi, he also revealed that the US “Department of War” has now been ordered to start testing nuclear weapons for the first time since 1992.