Our client charter is set out below and is designed to ensure that you receive a high level of client service and that you have genuine peace of mind that your financial affairs are being dealt with professionally and efficiently.

The client relationship is a two way relationship and in order for us to deliver our side of the charter we need you to participate in the relationship.

We will:

• ensure that you are treated with respect and in a professional manner.
• ensure that you receive a high level of client service.
• ensure that your financial affairs are dealt with in a timely manner.
• ensure that we respond to requests from you in a timely manner.
• ensure that you are kept informed of the progress of your work and of filing and payment deadlines.
• ensure that you are billed fairly for the work performed.
• ensure that, should client service issues arise, they will be dealt with in a timely manner.

As a Client I/We will do my/our utmost to:

• ensure that you receive my/our records in a timely and organized manner.
• respond to requests for information in a timely manner.
• treat your staff with respect.
• take an active interest in my/our financial affairs.
• pay your fees in a timely manner.

We the staff will:

• be supportive of our colleagues and work as a team.
• endeavour to complete all of our work on time and to the highest standards of accuracy.
• seek to deliver outstanding client service.
• seek to achieve 100% of our targets and recognise the importance of every team member in achieving our joint goals.
• be positive at work, ensuring that we contribute to a friendly working atmosphere in the office.
• treat our colleagues with mutual respect, whilst maintaining honesty and integrity above all else.
• ensure that we work in a tidy and organised environment.
• uphold the image and brand of Carbon Accountancy, in and outside the office.
• accept that human beings sometimes make mistakes, and when these happen, we will learn from them, so that they do not happen again.
• always uphold the ethical work practices of the Carbon Accountancy Client Charter.
• be 100% committed to the Company, our colleagues and our clients as well as to the Client Charter and to the Staff Charter.

Carbon Accountancy Limited as an employer will:

• treat all staff fairly and consistently.
• listen to staff and provide constructive feedback on ideas presented by staff.
• seek to praise staff.
• seek feedback from clients for staff members.
• help staff to develop their skills, both in terms of professional skills and qualifications and personal development.
• provide the necessary help and assistance from more senior members of staff to enable staff to complete their assignments.
• provide the resources for the staff to do their job, in terms of office facilities, IT and technology are concerned and support where needed.
• endeavour to review all files within 24 hours of being asked whenever possible.
• reward over-achievement of targets and goals.