Standard content for Members only
To continue reading this article, please login to your Utility Week account, Start 14 day trial or Become a member.
If your organisation already has a corporate membership and you haven’t activated it simply follow the register link below. Check here.
Marks & Spencer (M&S) has announced that it is exiting the energy market.
From 1 April M&S Energy’s 60,000 customers will be switched to Octopus Energy, which currently supplies power to M&S Energy customers.
The decision to dissolve the M&S Energy brand comes following a strategic review of all M&S operations.
M&S Connect director Kirsty Ward said: “We want to simplify our services offering and focus on serving our customers brilliantly and giving them more reasons to shop with us.
“As a result, we have decided to step back from providing energy and ultimately, our partnership with Octopus Energy.
“All existing M&S Energy customers have already been contacted and there is no action required from them.”
M&S first partnered with Octopus in 2018, following a nine-year deal with SSE.
Under the partnership, M&S was able to set independent tariffs to Octopus. A spokesperson for Octopus confirmed that all customers switching from M&S Energy will be kept on their existing rates.
The spokesperson added: “Over the last five years M&S Energy, powered by Octopus Energy, grew to serve around 60,000 customers, all while maintaining five-star customer service ratings on Trustpilot.
“As a result of M&S exiting their energy supply business to simplify their services, all M&S Energy customers are now switching over to Octopus, where they will enjoy the same rates and world-class customer service as before. Customers don’t need to worry or take any action.
“There will be a smooth transition and no disruption to their supply and customers have already been contacted about the next steps.”
M&S Energy ranked second in the latest Citizens Advice’s star ratings published in December 2022, with an overall score of 3.4 out of 5. Comparatively, Octopus ranked fifth with an overall ranking of 3.04. EDF Energy topped the rankings which are based on performance from July to September 2022.
The M&S customer service team is currently a separate body within Octopus and has its own customer service phone number. Octopus confirmed to Utility Week that team will now be integrated directly into the wider Octopus customer service team.
Please login or Register to leave a comment.