Complaints & Appeals

CleanCarbon Assurance Private Limited · CIN U39000PN2026PTC257939 · Version 1.0

CleanCarbon Assurance welcomes complaints and appeals as a means of improving. Our process is open to any party — clients, intended users of verification, competent authorities and members of the public — and is provided without charge and without any requirement to use our services.

The difference between the two

• A complaint is an expression of dissatisfaction with our activities or conduct, by any party, where a response is expected.
• An appeal is a request by a client for reconsideration of a verification decision we have made.

Our principles

• Independent: persons who took part in the matter being challenged do not investigate or decide upon it.
• Transparent: we acknowledge receipt, keep you informed, and give reasons for our decision.
• Fair: a decision is never taken by reference to a party's commercial relationship or size — only the evidence.
• Without retaliation: raising a complaint or appeal will never result in any adverse treatment.

How to raise one

Email nb@cbamassure.com with the subject line "Complaint" or "Appeal", describing the matter and including any supporting information. We will handle it as follows:

1. Acknowledgement — we confirm receipt within 5 working days and explain the process and expected timeline.
2. Validity & independence — we confirm the matter is within scope and appoint people not involved in it to handle it.
3. Investigation — we gather information, review the relevant verification file, and obtain the positions of those concerned.
4. Decision — a person or panel not involved in the matter decides, and we record the reasons.
5. Outcome — we communicate the decision in writing with its reasons, and any further recourse available to you.
6. Action — where a complaint or appeal is upheld, we correct the matter, and where a verification statement was affected we withdraw or reissue it.

If you remain dissatisfied

Where you are not satisfied with our outcome, you may escalate to our impartiality committee where impartiality is implicated, and in any case you may raise the matter with our accreditation body once our accreditation is in place. We will not represent our own decision as final and unreviewable.