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Last updated: 8th December 2021
M&S Energy Review Summary
M&S (Marks & Spencer) Energy launched in 2008, their current partnership with Octopus Energy means that the energy supplied to M&S Energy customers is environmentally friendly and the customer service is superb.
- 100% renewable electricity
- Excellent online reviews
- Very low complaint numbers
- Only one tariff is available
- Disappointing website and no app
- Pre-payment accounts not available
Who are M&S Energy?
M&S (Marks & Spencer) Energy launched in 2008 and were originally in a partnership with SSE which involved SSE supplying the energy and providing customer service and Marks and Spencer providing the branding and promotion. In 2018 the partnership with SSE ended and M&S Energy entered into a partnership with Octopus Energy.
The partnership with Octopus Energy means that the energy supplied to M&S Energy customers is environmentally friendly and the customer service is superb as evidence by the number of highly complementary online reviews of them and their excellent scores on the TrustPilot and Citizen’s Advice websites.
M&S Energy only offer one tariff. This is a 12 month, fixed rate tariff. This tariff does not have an exit fee if you leave it before the end of the 12 month period.
There is no variable rate tariff, and M&S Energy do not offer a pre-payment tariff or a tariff aimed at electric vehicle owners.
M&S Energy do not offer ‘feed-in’ tariffs but you can leave your FIT where it is and continue to receive payments from your previous supplier even if you switch your energy supply to M&S Energy.
M&S Energy’s pricing is aligned with Octopus Energy’s pricing which is among the most competitive pricing available in the UK domestic energy supply market.
M&S Energy score 4.9 out of five stars on Trustpilot with 95% of the reviewers rating them as excellent. They are ranked first on TrustPilot in the electric utility company, energy supplier, gas company and green energy supplier categories.
Fewer than 2% of the reviewers rated M&S Energy as poor or bad. Of those, a number of the reviewers were complimentary in their comments, suggesting that their one-star rating had been a mistake.
It’s a similar story at the Citizen’s Advice website. M&S Energy’s overall score is 4.35 out of five stars, putting them in 4th place out of 40 energy suppliers, ahead of their energy supply partner Octopus Energy which is in 7th place with a score of 3.95 out of five stars.
Which? do not have sufficient data to rate M&S Energy.
M&S Energy’s energy is supplied by Octopus Energy and 100% of the electricity comes from renewable sources.
According to Citizen’s Advice, M&S Energy’s answers the phone in an impressive 42 seconds. This is particularly impressive given that Octopus Energy which provides customer service for M&S Energy’s customers, takes one minute 27 seconds to answer the phone. The downside is the fact that the call centre opening hours are shorter than many other energy suppliers.
You can also contact M&S Energy by email, and they claim that they aim to answer emails within a few hours. There is no live chat facility on the M&S Energy website, though, and M&S Energy do not have a presence on social media.
Citizen’s Advice say that M&S Energy receive 13.2 complaints per 10,000 customs, which is fewer complaints than average. The company’s customer service is praised by many of their reviewers on TrustPilot.
M&S Energy’s website better than the Octopus Energy website, but it lacks information.
As an example, in the FAQ section they’ll tell you what to do at your new property if you’re moving home but don’t tell you what to do about the previous property. They also talk a lot about their friend referral scheme in terms of where you can find your link and when you’ll be paid, but they don’t tell you how much you’ll be paid or in what form the payment will be made.
There is an online portal that lets M&S Energy’s customers submit meter readings, view their current and previous bills and manage their information and direct debits, but the website does not have a live chat feature and M&S Energy do not have an app.
M&S Energy operate paperless billing and collect payments monthly via direct debit. The first direct debit is taken on the date that the switch takes place.
The monthly amount is fixed by can be changed if a customer’s energy consumption is not the same as the estimated consumption amount.
If you find that you have used more energy than you have been paying for, you can make a one-off payment via your online account. You can also use your online account to adjust your monthly direct debit amount.
If you are in credit you can request a refund by emailing M&S Energy, but it is important to remember that it is usual to build up a credit in the summer months when your energy consumption is lower and this credit keeps your monthly payments lower during the winter months when you will be using more energy.
M&S Energy does not offer pre-payment accounts.
M&S Energy is currently installing smart meters for its customers but as it has a backlog of installations to complete, they are not taking new bookings.
If you have a smart meter already it will work with M&S Energy if you switch to them, but only if it was manufactured by a company called Secure. Otherwise the smart meter will still work, but it will lose its smart functionality so you’d have to submit meter readings manually.
Do M&S Energy offer a recommend a friend referral scheme?
M&S Energy will give referrers £50 credit on their M&S Energy accounts when they recommend a friend and that friend also gets £50 credit. The credit is applied when the new customer’s switch has been completed and they have paid their first direct debit. There is no limit to the number of referral credits that can be earned.
Do they work with pre-payment meters?
M&S Energy do not accept pre-payment meters. They suggest that if you want to switch you should ask your existing energy supplier to convert your pre-payment account to a credit account before performing the switch.
Do they accept Economy 7?
M&S Energy accept Economy 7.
Are they signed up to the Warm Home Discount?
M&S Energy have been signed up to the Warm Home Discount since Winter 2019.
Are they signed up to the Energy Switch Guarantee?
M&S Energy are signed up to the Energy Switch Guarantee. According to Citizen’s Advice 99.7% of switches are completed within 21 days.
Do they mention about the Priority Services Register?
M&S Energy operate a Priority Services Register. Customers are asked if they want to be added to it when they join, or they can add themselves to it at a later date.
Do they offer a ‘Dual Fuel’ discount?
M&S Energy does not offer a ‘Dual Fuel’ discount. Like Octopus Energy, their energy supply partner, they do not believe that their customers should be penalised if they only need to use M&S Energy for the supply of just one type of fuel.
Will they offer to pay a customer’s exit fees when they join them?
M&S Energy will not pay any exit fees that are charged by a customer’s previous energy supplier. Any such fees would remain the responsibility of the customer. M&S Energy do not charge exit fees if a customer leaves their fixed-rate tariff early.
What happens if you move home whilst with them?
If you’re moving into a new home you should let the exiting supplier at the property know that you are switching to M&S Energy. If you don’t know who the existing supplier is, you can send M&S Energy a photograph of the meter and M&S Energy will take it from there.
The M&S Energy website doesn’t actually say what happens at your previous property if you were using them to supply your energy there. However, you will need to give them a final meter reading so they can produce a final bill for that property. If you are in credit, they will send you a refund, and if not, you will need to settle any outstanding amount.
Do they offer any incentives for joining?
People switching to M&S Energy before 30th June 2020 will get a £50 credit applied to their bill.
How to contact M&S Energy
You can contact M&S Energy in a number of ways. Below as part of our M&S Energy review we’ve detailed all their means of contact:
Customer Email: firstname.lastname@example.org
Telephone: 08081 697 822
Office Hours: Monday to Thursday, 9am to 5pm. Friday, 9am to 4pm. Closed weekends
Office Address: Waterside House, 35 North Wharf Road, London, W2 1NW
How do I switch to M&S Energy?
The easiest way to switch to M&S Energy is through a comparison website. This will allow you to check if M&S Energy is one of the cheapest suppliers for you (tariffs vary based on your area) and will allow you to quickly and easily switch to them.