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  • Kitchen

    treating customers fairly

    Our promise to always do what's right for you.

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  • Treating customers fairly

    We're committed to excellent customer service and treating every customer fairly. Switching to M&S Energy is a great choice, and we'll prove that every time you deal with us.

    Our Treating Customers Fairly statement explains how we meet the standards of conduct introduced by Ofgem, the industry regulator.

  • Confirmation

    our standards of conduct

    Every decision and action we take is based on our promise to treat you fairly. To make sure we do this, we will meet the following Standards:

    1. We will behave and carry out any actions in a fair, honest, transparent, appropriate and professional way.

    2. The information we give to you (whether verbally or in writing) will be:

    • complete, accurate and truthful;
    • in clear and plain language;
    • related to products or services that are appropriate for you;
    • fairly presented, with the most important information highlighted to you; and
    • sufficient to allow you to make informed choices about your energy supply.

    3. We will continually review the way we do things to ensure our work is complete, thorough, fit for purpose and transparent.

    4. We will always act promptly and courteously to help you. If something goes wrong or a mistake is made, we will work with you to fix this without fuss.

    5. We will make it easy for you to contact us.

    6. If you are in a vulnerable situation, we will provide extra help, support and flexible customer service arrangements to suit your needs.

  • Questions

    contact us

    If you would like a printed copy of this statement, please contact us:

    • Call 0345 071 9603*. We're open 8am to 8pm Monday to Friday and 8am to 2pm on Saturdays.
    • Send us a message online.
    • Write to us:

      M&S Energy
      PO Box 7506
      PH1 3QR

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  • * Important information