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Frequently Asked Questions

  • How long does it take to switch?

    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.

  • Do I need to contact my current supplier to tell them that I’m leaving?

    No. We will contact them on your behalf and advise that we will be taking over the supply from a certain date.

  • Can I choose the date that you start supplying me from?

    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.

  • Will I need to provide you with my meter readings?

    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.

  • When will my first Direct Debit payment be taken?

    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.

  • Why is my Direct Debit payment higher than my projected annual spend divided by 12?

    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.

  • I am in credit with my current supplier. How do I get this back?

    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.

  • Do you charge exit fees?

    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.

  • My tariff with my current supplier charges exit fees. Will I be charged these if I switch before the end of the fixed term?

    You can begin the process of changing supplier 42 days before the end of your contract term without incurring an exit fee.

  • How is electricity supplied by Tonik 100% renewable?

    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.

  • How often do you review my Direct Debit amount?

    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.

  • Do you adjust my Direct Debit for winter months?

    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.

  • Can I change my Direct Debit date?

    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.

  • What’s an upfront payment? When do I pay it?

    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.

  • I have credit on my account. How can I get it back?

    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 month.

    If you would like to discuss having your credit paid back to you, you can call us on 0333 344 2686. Alternatively, email us at hello@tonikenergy.com.

  • How does the 3% credit balance reward work?

    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 month. 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.

  • I have credit on my account, and I’m leaving Tonik. Do I still get my interest?

    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.

  • Why is my annual projected bill different to my combined monthly Direct Debits?

    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.

  • Why are you sending me meter reading reminders?

    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.

  • What’s the difference between your Positively Green, Positively Greener and Positively Greenest tariffs?

    All our tariffs are made up of 100% renewable electricity. Our Positively Greener and Positively Greenest tariffs also include 10% green gas, although only Positively Greenest offsets the carbon dioxide emissions from the remaining 90% of fossil fuel generated gas.

    All of our tariffs benefit from no exit fees, no minimum term and 3% interest on reward.

    Read more about our Positively Greenest tariff.

  • Where does your green gas come from?

    Our 10% green gas is generated from anaerobic digestion (AD). AD is a natural biological process by which organic material is broken down into stable fertiliser and useful biogas. It is that biogas which is used.

  • Why green gas?

    Currently the majority of our gas is natural gas which comes from the North Sea. This is a finite fossil fuel and something the world won’t be able to rely on forever. In addition, we are very keen to support the production and supply of gas from renewable sources. Green gas is in relatively short supply so we are pleased to be able to offer it in our new tariff, Positively Greener.

  • Why don’t you provide 100% green gas?

    Green gas is only produced in limited quantities and is more expensive than standard fossil-fuel gas. By comparison, most energy providers- if they provide green gas at all - include an average of 5 – 6% green gas within their tariffs.

    To offset the remaining 90% of fossil fuel generated gas, we invest in a number of carbon offset projects.

    Read more about our Positively Greenest tariff.

  • Does anything have to happen to my home to have green gas?

    In short – no. In the same way renewable electricity is supplied to the networks, green gas is supplied to the gas grid. We simply guarantee that for every 9 units of gas we purchase for this tariff, we purchase at least 1 unit of green gas.

  • Why does green gas cost more?

    Anaerobic digestion, used in the production of green gas, is a relatively new process and is delivered on a small scale compared with traditional gas production. As of yet, the savings that come with scale do not exist, making it a more expensive process with a knock on effect to tariff prices.

  • How is carbon offset certified?

    Our carbon offset certificates are verified under the Clean Development Mechanism (CDM) Gold Standard, or the Voluntary Carbon Standard (VCS) scheme or similar. Under these mechanisms, all projects must meet strict criteria regarding their carbon dioxide emission reduction and local benefits. All VCS projects are subject to desk and field audits by both qualified independent third parties and VCS staff to ensure that standards are met and methodologies are properly applied. CDM Gold Standard projects are verified by UN accredited independent auditors.

  • What's the best way to contact Tonik?

    What’s best for you? We’ve got a Birmingham based team who will answer your call. Our number is 0333 344 2686.

    Otherwise, you can email us. Our email address is hello@tonikenergy.com

  • What happens if I'm unhappy?

    If you’re not happy, please contact our Birmingham based team on 0333 344 2686.

    You can also email us at hello@tonikenergy.com.

    Our complaints policy is here.

  • What should I do in an emergency?

    Gas

    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.

    Also

    • Open all doors and windows to ventilate your home.
    • Check gas appliances are off.
    • Do not turn on or off any electrical switches.
    • Don’t smoke, light a match or use any type of naked flame.
    • If there are any electrical security entry locks, open the door manually.
    • Leave your property, wait outside and notify your neighbours.

    Power cut

    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.

  • What is a smart meter?

    Smart meters measure your gas and electricity usage in the same way that your current traditional meters do – but the main difference is that they can digitally send your meter readings direct to your energy supplier. This means you no longer need to spend time sending in monthly meter reads, as your smart meter will automatically do this for you. Every UK household has the option to get a smart meter installed by their supplier at no extra cost.

  • What are the benefits of smart meters?

    Using readings from your smart meter, Tonik will be able to provide you with an up-to-date ‘live balance’ on your account and accurate bills. Also, using the half-hourly data from your smart meter, Tonik will be able to provide you with tailored recommendations on how you can halve your energy bills.

    Smart meters can also complement Tonik’s energy-saving products. ‘Smart tariffs’ can help users of battery and electric vehicle technology to access cheaper, renewable energy during off-peak times when one of these products is charging.

  • What data do smart meters collect?

    Smart meters can collect both daily meter readings and more detailed half-hourly consumption data. The data that energy suppliers collect is strongly protected by law. You're in full control over what data you share with us. If you already have a smart meter which we can communicate with, or if you choose to have a Tonik smart meter installed we'll ask you:

    • how often we collect data from your smart meter
    • whether you’d like us to use that data to provide you with tailored recommendations on how you can halve your energy bills.
  • Will Tonik be able to support my existing smart meter?

    In many cases we will be able to support existing smart meters, but if you’d like to check before you switch just drop us an email at hello@tonikenergy.com with a close-up photo of the full front of each your gas and electricity meter.

  • What happens if Tonik can’t support my smart meter?

    Even if your existing smart meter isn’t one that is compatible with our systems, we’d still love for you to join Tonik. Your smart meter will just be treated like a traditional meter and you’ll just need to provide manual meter readings each month if you’d like accurate bills.

  • I don't yet have a smart meter – can Tonik install one for me?

    Our nationwide smart meter rollout starts in January 2018. Every household in the UK should be offered a smart meter by their energy supplier by 2020 – so we’ll be getting in touch with our existing members region-by-region to arrange smart meter installation appointments.

  • What is an In-Home Display (IHD)?

    With each new smart meter installation, our members also have the option to receive an IHD. These digital devices can sit inside your home and take information from your smart meter to show you in near real time how much energy you're using in pounds and pence.

    If you already have an in-home display provided by your previous supplier, we can’t guarantee that it will continue to work when you switch supplier. However, don’t worry – this won’t impact your electricity or gas supply and also you’ll still be able to get accurate bills from your smart meter readings.

Policy Documents

Terms and Conditions

Click here to download our Terms and Conditions document.

Access to Property

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.

Privacy and Cookies Policy

Click here to download our Privacy and Cookies Policy.

Refer-a-Friend Terms

Click here to download our refer-a-friend scheme terms and conditions.

Guaranteed Standards of Performance

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.

Looking after our Vulnerable Customers

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.

Payment Difficulties

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.

Treating Customers Fairly

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.

Energy Saving Information

This document provides you with valuable energy saving advice.

Click here to download our Energy Saving Advice.

Direct Debit Guarantee

Click here to download our Direct Debit Guarantee policy.

Complaints Policy

Click here to see our complaints policy.

Citizens Advice Leaflet

Click here to view a Citizens Advice leaflet on your rights in a changing energy market.

Legal Notices

Tonik Energy Limited (No. 9812673). Registered in England & Wales. Registered Office: 4th Floor, Lombard House, 145 Great Charles Street, Birmingham B3 3LP