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12 October 2020

Tonik Energy

Tonik Energy invited customers to ‘be part of the green energy revolution’ with prices that don't cost the earth. But it stopped trading in October 2020.
Tonik 478507
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WhichEditorial team

Tonik Energy promised customers cheaper bills and greener energy. But it stopped trading on 6 October 2020. 

When a supplier stops trading, Ofgem selects an alternative energy provider to move existing customers onto. In this case Ofgem chose Scottish Power, and Tonik's customers were transferred on 10 October. Ofgem says that Scottish Power is offering Tonik Energy customers 'a competitive tariff'. 

Scottish Power is contacting former Tonik Energy customers to tell you more about the changes and how to set up your account. Once you have been transferred to Scottish Power you can switch supplier if you wish.

In the meantime, your gas and electricity supply will continue as usual. If you are in credit to Tonik Energy, this will be protected.

Find out more about what to do when your energy firm stops trading.

Tonik sold only 100% renewable electricity tariffs and customers could choose to include 10% green gas in their tariff.

Its green gas was produced from animal and vegetation waste. Tonik's greenest tariff offset the carbon of the remaining 90% of its gas by investing in carbon reduction projects.

It was creating a virtual power plant by bringing together a group of members who generate, store and sell renewable electricity to one another and the grid.

Tonik paid 3% interest on customers’ credit balances up to £1,000.

Read on to find out how Tonik’s customer service compared or compare gas and electricity prices with Which? Switch to see if you can save money on energy. If you are a Tonik Energy customer, wait until your new supplier contacts you before switching.

Tonik Energy customer score

Tonik came joint 14th out of 35 energy companies rated by 7,355 members of the public in the annual Which? energy companies customer satisfaction survey. 

It shares its position with Utility Warehouse, with good ratings from its customers on most aspects we asked about.

Tonik customer score breakdown

The graphic below shows the breakdown of Tonik’s scores from our latest survey.

Find out how Tonik Energy compares with other energy companies included in our survey. See the full results of the best and worst energy companies.

Which? verdict on Tonik Energy

Tonik Energy is included in our results for the second year and seems to be reasonably well-liked by its customers. It didn’t rank as highly as last year though, when it finished in joint fourth.

It still ranks well above the traditional biggest big energy firms though, although slightly below newcomer giant Ovo Energy.

Tonik Energy customers’ feedback revealed that its service is good in all the areas we asked about, apart from digital tools.

Customer service was praised by members and achieved four stars overall. Only top-ranked firm Octopus Energy managed to get a higher star rating for customer service.

However when we included Tonik in our snapshot investigation into customer waiting times, it was not among the fastest to pick up the phone.

It took nine minutes 23 seconds on average, while the fastest firm took just 38 seconds. But customers weren’t left waiting as long as those phoning Scottish Power – they faced a wait of more than 21 minutes on average.

Since Tonik didn’t offer live chat, we timed its email responses instead. Again, it wasn’t the fastest to respond. It took nearly four days on average to get a reply, compared with just a few hours’ wait from fastest firm So Energy.

Tonik Energy often sells cheap tariffs and value for money was also rated a good four stars by its customers. In fact, no company in our survey achieved a higher star rating for value for money.

Customers were impressed with the accuracy and clarity of Tonik’s bills. It achieved five stars for bill accuracy, better than jointly ranked Utility Warehouse.

Digital tools to help customers monitor their account and energy use are also good, according to Tonik Energy’s customers. Customers’ feedback placed it on a par with other digitally focused competitors including Bulb, Octopus and Powershop.

We didn’t get enough responses from Tonik Energy’s customers to rate its complaints handling. However we can get an idea from data shared with energy regulator Ofgem. This shows that Tonik received few complaints from its customers in the first half of last year.

However it was among the slowest to resolve them, managing three in 10 or fewer on the same or next working day. The best firms solve 80% or more in the same time. Even after eight weeks, it had resolved three quarters or fewer.

Pros: Customers consider the accuracy of its bills excellent, it pays 3% interest on credit balances on some tariffs

Cons: Not the fastest to pick up the phone or answer emails, according to our snapshot

Tonik electricity sources

Tonik Energy in the news

June: Tonik Energy claimed to be the first UK energy supplier to install the Tesla Powerwall home battery in consumer homes.

February: Tonik Energy announced an increase to the price of its standard variable tariff (Life Energy) by 14% from 1 April. This was the date that Ofgem increased the price cap allowing energy companies to charge customers more.

Customers paid £144 extra per year and the tariff cost £1,192 per year for a medium energy user. It was still less than the maximum permitted by the cap though.

August: Customers on the Life Energy variable tariff paid £34 more per year on average after Tonik raised prices by 6%.