M&S Energy partners with Octopus Energy to provide gas and electricity to domestic customers. The company claims to offer ‘feel-great energy’ that is affordable and 100% renewable. Read on to find out more about what this energy supplied can do for its customers.
About M&S Energy
M&S Energy provides energy to UK households through what’s called a ‘white label’ agreement with Octopus Energy. In this type of partnership, the latter actually supplies the energy that is then sold under the M&S (Marks & Spencer) brand name.
When Marks and Spencer decided to enter the energy industry in 2008, they originally partnered with SSE. In 2018, the company severed its ties with SSE and announced a new agreement with Octopus Energy.
Through Octopus, M&S Energy has been able to provide 100% renewable energy at a more competitive price than before. The company is able to cut costs by managing all accounts online. However, since Octopus Energy tariffs are generally cheaper, M&S Energy customers are basically paying a higher price for the same energy supply.
Tariffs and prices
M&S Energy does not have a wide range of tariffs to choose from. The provider offers just three energy tariffs at one time: two fixed tariff (where prices are guaranteed for the length of the contract) and a variable tariff (in which energy prices can fluctuate).
All customers are required to provide monthly meter readings, and bills are paid via a monthly direct debit. If you have a traditional prepayment meter, you will not be able to sign up for a tariff with M&S Energy.
The current fixed-rate tariffs that M&S Energy offers are called the M&S Energy 12M Fixed April v2 tariff and M&S Energy 24M Fixed April v2 tariff. If you get an energy quote on the M&S Energy website, these are the tariffs that will be presented to you.
After signing up, customers are guaranteed that their unit rates and standing charges will not change for 12 months. New customers even get an M&S e-gift card when they switch to this tariff from a different energy provider.
While this tariff is currently cheaper than the provider’s variable tariff, there are many other energy companies with much more affordable options.
Unlike most fixed-rate tariffs in the UK, this tariff does not have an exit fee. Customers can change to a different tariff or provider without having to pay to cancel the agreement.
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The M&S Everyday Energy tariff is the provider's deemed variable tariff. Customers are automatically put on this tariff if they move into a property without setting up a formal agreement with M&S Energy. You can also find yourself rolled onto this tariff if your M&S Energy fixed tariff comes to an end and you do not select a new tariff to go on.
Since this tariff also has no exit fee, you can move to a different tariff or provider without being penalised if you find a better option.
All customers are able to set up an online account with M&S Energy as soon as they are registered to go on supply with the provider. We explain below how to set up and access your M&S Energy account online.
How to log in to your M&S Energy online account
Accessing your M&S Energy online account is quick and easy to do. We break down the steps for logging into your online account now.
- Go to the M&S Energy homepage. Click on where it says Account in the top right-hand corner. You will now be redirected to the M&S Energy login page.
- In the space that says Email address, do as it says and type in the email address that is linked to your account.
- In the space below where you entered your email address, where it says Password, type the password associated with the account. If you have forgotten your password, click on where it says Forgotten your password? You will receive an email with instructions about how to reset it.
- Click the big yellow button that reads Sign in. Now you’re signed in to your account!
How to register for an online account
If it is your first time logging into your M&S Energy online account, you will need to register. This can be done in a few quick steps.
- Access the M&S Energy homepage and click on Account in the top right corner. You will be directed to the M&S Energy login page.
- Scroll down to where it says Set up your online account. Click this.
- Where this new page says Email address, enter the same email address that you submitted when you signed up with M&S Energy.
- Click on the yellow button that says Send email.
- You will now need to go to your email account. Open the last email you received from M&S Energy. Click on the link that will allow you to create a password for the account.
What can I do via my M&S Energy online account?
Your M&S Energy online account allows you to manage your energy account 24 hours a day, seven days a week. Customers can benefit from being able to do the following online:
- Set up your direct debit
- View your current account balance and payment history
- Make payments
- Manage your contact preferences
- Submit your meter readings
In the most recent Citizens Advice customer service comparison, M&S Energy came in second place out of 35 energy suppliers with a score of 4.4 out of five. This was just behind Igloo Energy.
We found that M&S Energy has a nearly perfect score of 4.9 out of five on Trustpilot, with 96% of customers having left an Excellent review rating. A trend we noticed in the reviews is that customers often praised the company for its efficient service.
We also found that customers typically wait no longer than a minute to get through to a representative on the phone. Even when contacting M&S Energy via email, customers reported being impressed by the quick response time and high quality of customer service.
M&S Energy uses smart meters that are made by the business Secure. If you switch from a different provider to M&S Energy, your smart meter may lose its smart functionality if it is not a Secure smart meter. The meter will still work — it will just function as a traditional meter and you will need to submit your meter readings manually.
Other companies that use Secure smart meters are OVO, E.ON, Bristol Energy, First Utility and Utilita. If you had a Secure smart meter installed by one of these providers, your smart meter will be compatible with M&S Energy.
If you would like to have a smart meter installed, you will need to contact M&S Energy. Since the provider is overbooked at the moment for installations, it may take some time before you are able to get an appointment.
Contact M&S Energy
There are a few different ways for you to get in contact with M&S Energy. Below, we break down the best ways for you to get in touch with the energy provider depending on your query.
Electricity and gas emergencies
If you need to report a power cut or an electrical emergency, you should call your electricity network operator on 105.
If you smell gas or need to report a gas emergency, you should immediately call the National Gas Helpline on 0800 111 999. Both of these services are available 24 hours a day, seven days a week.
Speak to a representative
To speak with a customer service representative at M&S Energy, you should call 0808 169 7822. Lines are open Monday through Friday from 9 am to 5 pm, and all call centres are located in the UK.
Customers can also contact the provider by sending an email to email@example.com. A representative usually responds within the same day.
The following are some reasons why you may need to contact M&S Energy’s customer service team:
- To sign up with M&S Energy
- To close or transfer your account
- To submit a meter reading
- To discuss your bill
- To make a complaint
M&S Energy customers can also submit meter readings and pay bills via their online accounts.
Make a complaint
In order to make a complaint to M&S energy, you should call the company on 0808 169 7822 or send an email detailing your complaint to firstname.lastname@example.org.
If the provider is not able to resolve the complaint to your satisfaction, you should request a deadlock letter. This is a letter from M&S Energy confirming that a mutually acceptable solution has not been found.
You can then escalate the complaint to the Energy Ombudsman by calling 0330 440 1624 or sending an email to email@example.com. This is a free and independent service that will review the complaint.
If you do not have a deadlock letter, you can still take the issue to the Energy Ombudsman if eight weeks have passed since you first raised the complaint.
M&S Energy contact phone numbers
Reference the table below to quickly find the best contact number for M&S Energy based on your personal query.
|Department||Phone number||Opening hours|
|Customer service||0808 169 7822||Monday to Friday: 9am-5pm|
|Energy complaints||0808 169 7822||Monday to Friday: 9am-5pm|
|Gas emergency||0800 111 999||24/7|
|Energy Ombudsman||0330 440 1624||Monday to Friday: 8am-8pm, Saturday: 9am-1pm|