We know we are not perfect 

We do our best to make sure you love being a customer of Sero Life. If you want to make a complaint, this is how you can do it: 

To start off, let us know that you aren’t happy 

There are many ways you can get hold of us 

Call us on 029 2000 2882 

Email us at hello@sero.life 

Or even write to us: Sero life Customer services, Westgate House, Womanby Street, Cardiff, Wales, CF10 1BR 

If you write, email or call us with a problem, we aim to fully resolve matters within 5 working days after we receive your letter or email. (please provide your full contact details if you write or email us) We may try to contact you by telephone to discuss the problem further. 

It would be great if you could let us know the background information on your problem, the impact it is having on you 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 after the independent review we cannot find a mutually acceptable solution, we will write to you to explain our position.  

If you need independent advice at any time 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.