Over the past year, I consider M&S Energy's 'customer experience' to be less than fulfilling. My account, A-1F1A513D was recommended to me several years ago by a good friend in Octopus Energy's top management team. On her assurance and for several years I couldn't fault M&S (Octopus by any other name) for their service and attention to detail, whilst keeping me aware of current tariff changes etc., etc., but this didn't last and more recently, I have had to involve my Member of Parliament, not once but twice as a result. So bad did it become, I was forced to make an official complaint to the Energy Ombudsman Ref: EG180110-22 and earlier this month, they upheld my complaint. The complaint process itself was used as an excuse to do nothing but now it has been finalised, surely that avenue of avoidance is closed?

I have no intention of seeking my energy supply from another company, nor am I asking for any financial recompense - you were after all highly recommended - and although there will be some of your team who no doubt simply consider me as a 'nuisance customer', let me assure everyone this is not the case. My account with you has always been held in good standing and all I want is to be able to access my account online, be billed correctly (as was before), see my direct debits actioned correctly and see an improved level of good customer experience in the future. Over the past two months, I have been unable to access the M&S website to check my account, bills and/or payments - information that in the current climate should be available to allow any customer to check these vital statistics at any time.

In response to my previous emails on this issue, I received assurances from Harry Worrel, a team manager with M&S that I would receive some telephone assistance within the week and despite several more attempts to get this promised assistance - nothing! I have now used your Facebook page to see if a little publicity through social media might help and have had an assurance from 'Jack' that he has escalated the matter (again) to your Executive team - but we will have to wait and see if this has any desired outcome.

I have had to seek assistance from many people including Graham Stuart MP and John Tomlinson the Energy Ombudsman who will rightly be sick and tired of my many copied pleas for assistance, and despite this personally addressed email, I doubt my message will be brought to your direct attention and I may have to seek the intervention of the national media, but at least, this serves as a record of my contact and difficulties for any future interested party. Let me close by adding that two members of my immediate family were employed by M&S some decades ago and always spoke highly of your commitment to the customer. They and many others must find it sad a once proud name on our high streets and abroad, no longer aspires to that call.

Today, however, M&S Energy has informed me that they are opting out of the energy supply market to concentrate on their retail service w.e.f 31st March this year.

I remain,

Ian Dewar