It takes between 3- 4 weeks for the switch to complete. During this time we will be communicating with your current supplier to gather the necessary technical information that we require to begin supplying your property with energy.
No. We will contact them on your behalf and advise that we will be taking over the supply from a certain date.
Your supply start date is only determined once the transfer process is underway. We are not able to guarantee a specific supply start date until a few weeks into the process. We will email you once the transfer is underway to confirm this date. Its takes between 3-4 weeks for the switch to take place from the day you sign up.
Yes, although not for a few weeks yet. When we are ready for them we will email you and ask you to provide opening meter readings. We will use these to start your account and will also provide these readings to your current supplier so that they can finalise your account with them.
Your first Direct Debit payment is taken on your supply start date (the day we begin supplying your property with energy). Your ongoing monthly payments will be taken on the same date each month moving forward. You can change your Direct Debit payment date to suit you after your first Direct Debit has been taken. You can do this through your secure online account which you will be given access to a few days before your supply start date.
If you are joining us in the winter your consumption is likely to be higher than your monthly Direct Debit payment. As such, we set your monthly payments a little higher during the winter months to avoid you getting into arrears from the start. We then review your consumption in the spring and aim to reduce your Direct Debit at this point. Over the course of the year your monthly payments will equate to the projected annual spend that we quoted subject to your consumption matching the values provided to us when we generated your quote.
A couple of weeks into the transfer we will contact you and ask for your opening meter readings. We will provide these readings to your current supplier who will then generate a final statement for you. If you are in credit they will arrange to send this money back to you directly. Please note, it can take a few weeks after the switch for your current (old) supplier to send you a final statement.
No. We don’t believe exit fees are fair. We want you to stay with us because you want to, not because you’re forced to.
You can begin the process of changing supplier 42 days before the end of your contract term without incurring an exit fee.
We guarantee that for each unit of electricity used by our members, an equal amount of electricity is put back into the grid that has been generated from renewable sources. This electricity is Ofgem certified and has a Renewable Electricity Guarantee of Origin (REGO).
This proactive approach supports the generation of renewable electricity. The way the electricity network operates means that we can’t guarantee the electricity you receive at your home will be directly from renewable sources.
We review your Direct Debit amount on an annual basis, or more frequently if you provide regular meter readings. We'll contact you if we think your Direct Debit amount needs to change.
We do our best to keep your Direct Debit consistent throughout the year However, if you join Tonik during the winter months we may increase your monthly Direct Debit initially in order to cover your increased consumption. We will readjust your Direct Debit in the spring. Don't worry, you won't pay more for your energy over the course of the year.
To keep things simple, we set your Direct Debit date to the same day that we started to supply you. If you'd like to talk to us about this you can call us on 0333 344 2686.
We sometimes ask for an upfront payment, so that we can schedule your Direct Debit date to suit you. If there’s a difference of more than a week between your supply start date and your Direct Debit date, we’ll ask for an upfront payment to cover this period.
You may be in credit to cover the higher usage we expect you to use over winter months, so we don’t advise removing all credit from your account. Whilst you are in credit you will receive interest at an annual rate of 3% on the first £1000 of your credit balance. We will credit the interest to your Tonik Energy account every six months.
When you pay by Direct Debit and your account is in credit, interest of 3% per annum will be awarded on the first £1000 of that credit balance.
This reward will be credited to your Tonik Energy account every six months. If you leave Tonik Energy, the reward will be credited to your final bill. For further details on how the credit balance reward is calculated and paid, please see our Terms & Conditions.
Yes! When you close your account we will calculate any interest that you have accrued that has not already been credited to your account. This will then be credited to your final bill. Once your final bill has been settled, any remaining credit on your account will be transferred to you.
Your Direct Debit may be slightly higher to begin with, if you’ve joined Tonik during colder months. This is to make sure you keep in credit when your consumption is likely to be higher. We’ll lower your Direct Debit amount after winter.
After your first year, your Direct Debit will be a fixed amount each month.
We want to make sure we bill you as accurately as possible. Regular meter readings help us do this. Ideally, we’d like a meter reading every month. Otherwise, you can send us a meter reading by replying to your meter reading reminder email.
If you’ve got a smart meter that was installed by us, you don’t need to do this.
You can recommend Tonik to your friends however you wish. There’s no link or code that you must share.
When a friend wants to join they simply get a quote on our website. After choosing to sign up they must provide your name when prompted (during the very last stage after entering their bank details).
When your friend has acknowledged that you’ve referred them when signing up online, you’ll be emailed confirming that the referral has taken place. The email will tell you the name and email address of the friend who has signed up. Both you and your friend will be sent an online gift card via email within 30 days of them signing up.
If a switch is cancelled, neither friend will receive the reward. The referrer (the existing member) will be emailed to inform them.
Your friend will be emailed to notify them that you’ve signed up. They’ll be shown your name and email address but no other information.
Here’s a link to our refer-a-friend terms and conditions.
If you can smell gas, or think fumes containing carbon monoxide are coming from a gas appliance, call the free Gas Emergency Services line immediately on 0800 111 999.
If you have a power cut, call your Distribution Network Operator on 105. Before you call, make sure you’ve checked your trip switch in case there is a fault in your home.
Click here to download our Terms and Conditions document.
We’ll occasionally need to access the property to inspect or carry out necessary work on your meters or associated equipment. This will be either an employee of Tonik Energy, an employee of one of our third party agents or, in an emergency, an employee of your local electricity network operator or gas network operator. This document lays out the manner in which any access to your property will be conducted.
Click here to download our Access to Property Policy.
Click here to download our Privacy and Cookies Policy.
Click here to download our refer-a-friend scheme terms and conditions.
We and your electricity network operator and gas network operator are required to meet certain standards in relation to certain services that we and they provide to you. If we or they fail to meet these standards you may be eligible for a defined level of compensation in certain circumstances.
Click here to download our Guaranteed Standards of Performance.
Some customers are entitled to certain additional services and protections which are detailed within this document.
Click here to download our Looking After Our Vulnerable Customers policy document.
We know that it can sometimes be difficult to pay a bill and are committed to doing all we can to help our customers who are experiencing difficulties with this.
Click here to download our Payment Difficulties policy document.
We are committed to dealing with all our customers in a fair, open and transparent manner. This document details what you can expect and the steps we are taking to achieve this aim.
Click here to download our Treating Our Customers Fairly policy document.
This document provides you with valuable energy saving advice.
Click here to download our Energy Saving Advice.
Click here to download our Direct Debit Guarantee policy.
Click here to see our complaints policy.
Click here to view a Citizens Advice leaflet on your rights in a changing energy market.
Tonik Energy Limited (No. 9812673). Registered in England & Wales. Registered Office: 4th Floor, Lombard House, 145 Great Charles Street, Birmingham B3 3LP