Our commitment to customers

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.

• Treating customers fairly
• Our Think Like a Customer (TLC) Principles

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:

Focusing on solutions

At SEFE Energy, we’re not just an energy supplier – we provide solutions to help our customers achieve their energy goals. We understand our customers’ needs – both short term and long term – and work with them to find constructive solutions that benefit both the customer and our business.

1. Take time to listen and to understand our customers’ needs and challenges
2. Use feedback, data and insights to identify solutions to challenging problems
3. Explore all potential options and be flexible in agreeing what’s best for all parties
4. Take ownership in delivering agreed solutions and in delighting our customers.

Keeping it simple

Navigating the complexities of today’s energy market is not an easy task – for small businesses and large organisations alike. From decarbonisation to constant fluctuations in prices, it’s up to us to find solutions that make energy management more simple and straightforward, so our customers can focus on delivering the products and services their own customers rely on.

1. Understand the complexity of today’s energy market, but keep our customer interactions clear, simple & relevant
2. Seek feedback & suggestions on how to make it easier for customers to work with us
3. Use data & technology to make continuous improvements to our offering and the quality of services we provide
4. Find new ways of working that will simplify our customer interactions

Working in partnership with you

Partnership is defining a common goal and working together to achieve it. At SEFE Energy, we work in partnership with our customers, and with each other for the benefit of our customers. Partnership requires empathy, open-mindedness, common sense and collaboration. By working together, we can be more effective in achieving our goals.

1. Go beyond transacting to develop proactive relationships with our customers
2. Work collaboratively with other teams & partners to build trust & commitment to deliver for our customers
3. Take time to understand the markets our customers operate in & the issues that are important to them
4. Inspire confidence through honest, authentic & positive communications with our customers

Reliability at the heart of what we do

Reliability is about consistently delivering in a positive way for the benefit of our customers, our business and each other. It’s about seeking out opportunities to deliver beyond the minimum that’s expected. We won’t always get it right, but we take responsibility for our actions and learn from our mistakes so we can grow and improve in the future.

1. Proactively take ownership for delivering on our commitments
2. Deliver a dependable experience that meets or exceeds customer expectations time and time again
3. Understand the impact our actions can have on each other and our customers
4. Take accountability when we get things wrong – and learn to improve for the future

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.