We try, but we know we can’t be perfect all the time
We will always try our best to make you, our customer happy but we understand that on some occasions this may not be the case. If you would like to make a complaint, this is how you can.
We are here to help and there are many ways you can get hold of us, drop us an email, give us a call or send us a good old-fashioned letter…
Email us at firstname.lastname@example.org
Call us on 029 2000 2882
Write to us: Sero life Customer services, Westgate House, Womanby Street, Cardiff, Wales, CF10 1BR
If you get in touch with a problem, we will aim to fully resolve the matter within 5 working days of receiving the details.
Making you smile again
To make sure we can help you in the best possible way if you email or write to us please provide us with your full contact details as we may need to call you to discuss the matter further. It would be great if you could let us know any background information to your problem, the impact it is having on you and your household and what we can do to make you smile again.
If you still aren’t happy after we have investigated your complaint, you can ask for it to be reviewed independently by someone else in the Sero Team, usually this will be a more senior manager.
If at any point throughout the process you remain unhappy and need independent advice you can contact Citizens Advice by phone on 03454 040506 or visit their website at www.citizensadvice.org.uk/energy/. Their service is free, independent and confidential.