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Carbon-Zero commitment to Customer Service

Customer care and the delivery of a positive customer experience when engaging with Carbon-Zero services are of paramount importance to our company.

We are committed to delivering a satisfactory service, making it easy for you to communicate with us, and engage with you pro-actively in an open, transparent and confidential manner.

We strive for customer feedback on our services to ensure we meet their requirements drive continuous improvement.

We utilise Customer Satisfaction Surveys and Net Promoter Score (NPS) recommendation scoring to gather feedback on customer experiences following the completion of any transaction.

Survey results are reviewed in accordance with the Management Review Procedure, through which opportunities for learning and continuous improvement to Carbon-Zero services are identified.

Where appropriate, customers may be invited to provide testimonials, contribute to case studies, and consent to their engagement information being communicated via Carbon-Zero websites and marketing materials.

Carbon-Zero values open communication with its customers and encourages feedback where concerns may arise. All complaints are handled in line with the Customer Complaints Procedure to ensure a fair, timely, and effective resolution.

Good Business Charter

Carbon-Zero is committed to leading by example through responsible and ethical business practices.

We are proud to be accredited to the Good Business Charter, demonstrating our commitment across all ten recognised components of “Good Business”.

From fair treatment of people and responsible governance to environmental stewardship and customer trust.

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Cyber Essentials

Carbon-Zero has been awarded a new Cyber Essentials certificate by the IASME Consortium Ltd under the Government-approved Cyber Essentials “Willow” security scheme—giving our clients added confidence that their data is protected to recognised national standards.

Developed in partnership with the National Cyber Security Centre (NCSC), the Cyber Essentials framework is reviewed and updated annually to stay ahead of evolving cyber threats. By meeting these requirements, Carbon-Zero demonstrates its commitment to implementing essential security controls that reduce risk and strengthen resilience against common cyber attacks.

For our clients, this means working with a partner that prioritises security, safeguards sensitive information, and continuously aligns with best practice through rigorous, expert-led annual assessments.