At SEFE Energy, we’re dedicated to offering exceptional service to all our business energy customers, and our commitment to industry standards and codes of practice reflects this. By offering a simple, clear and transparent approach to business energy, our customers can enjoy complete peace of mind when choosing to work with us.
Everything we do is approached with absolute professionalism and clarity, and we’re always upfront about our conduct and standards — so you can be sure your business interests are in safe hands when entering into gas and power contracts with us.
We offer dedicated customer support to all our customers — no matter how small or large their business energy contracts. Our award-winning customer service team treats each and every customer fairly, and we aim to provide the most transparent energy service in the non-domestic market.
Ensuring customers receive fair treatment is something we take seriously at SEFE Energy, and we instil this in all our people.
As part of our commitment to upholding industry codes and best practices, we also adhere to a set of standards for micro-businesses. You can read more about these here.
We place customers at the heart of everything we do. That’s why we’re so proud to have an award-winning Customer Service team, with high customer satisfaction and Trustpilot scores.
To do this, we Think Like a Customer by:
Keeping it simple
- Our communications will be complete, accurate and written in plain English with more important information being given appropriate prominence. Specifically, our supply agreements will be set out in a way that clearly shows the agreement start date, end date and applicable charges along with any other relevant information.
- Our monthly invoices will clearly state the period of consumption and use the most up-to-date information. We’ll also provide a clear explanation of each item and term shown on your invoice.
- Our customer services is based in the UK and you’ll be able to contact them directly. Whether this be via telephone or email. They will deal with your queries and will also welcome your feedback, which we use to enhance the quality of our service.
- Should you choose to leave us, are moving out of your property or need to stop your supply, please see your terms and conditions for further information. Please note that it can take up to 30 days to change supplier. If you are a microbusiness customer and your contract is due for renewal, we will contact you in writing around 60 days prior to your contract end date with details of options available to you regarding your supply.
- We’ll also work with your new supplier to strive to achieve a smooth transfer of your account.
Focusing on solutions
- Our teams are well trained and committed to listening to you and truly understanding your needs so they can deal with your queries efficiently. And if someone can’t help you in the first instance, they’ll find someone who can.
- We’ll always try to find a solution that works for all parties involved and we’ll deliver what we agree to deliver with a ‘can do’ attitude.
- We will make every effort to resolve your queries or issues promptly and to offer updates on the progress of your complaint.
Working in partnership with you
- We’ll monitor your registration and promptly let you know if any issues arise during the switching process which may delay or change the terms of our agreement with you.
- To help you avoid estimated bills we can provide a number of options including a Smart or Advanced meter which is free for a standard installation and enables your meter to be read remotely. To request your SMART meter or AMR device, please contact our metering team at AMR@sefe-energy.com. Alternatively you can now submit meter readings monthly via the My SEFE Energy portal. Register here. Once registered, you will receive monthly notification reminders to submit your meter reading.
- If you are unsure on how to read your meter, we do have some useful information here.
- Should you need a little help managing your account and payments we’ll offer support and advice. Suspending or disconnecting your supply will always be a very last resort.
Continuously reviewing
We’ll review these commitments at least once a year to ensure they always reflect our current commitments and standards.
Feedback
Your views are important to us and we welcome your feedback. Should you ever want to give us any feedback on our products and/or services you can do so by clicking here.
