Treating Customers Fairly

At Sero, we’ve built our business around real experiences both ours and those shared by our customers. We’ve listened, learned, and shaped our products and services to help people worry less about how they power their homes.

Fairness is at the heart of everything we do. Whether it’s how we treat our customers or how we support our team, we stick to three key commitments that guide us every step of the way.

Simplicity from complexity
We recognise the levels of complexity in powering our homes and we are committed to making it simpler and clearer for everyone.

Best by you
We take the time to understand what matters to you, then work together to offer products and services that genuinely fit your needs.

No nasty surprises (pleasant ones are welcome)
We make sure you’ve got everything you need to get the most out of our products and services. No hidden catches, no confusing fine print.

In addition to our general ethos and way of being, as a customer you are a protected by both the Gas Act 1986 and Electricity Act 1989, the very first condition tells suppliers they must treat all customers fairly. The energy regulator, Ofgem, has asked all energy suppliers to comply with a new licence condition called Standards of Conduct. This states that suppliers should treat their customers fairly and behave in an honest and transparent way. Although this condition doesn’t apply to us as energy services providers, we want to lead the way in giving our customer the best experience ever.