About > Governance

Governance.

Our aim is that our services are delivered to the highest standards and that UK-based customer service team goes above and beyond to meet our customers’ needs. We work on a continuous improvement model too, so we can keep getting better and better. These bodies help us along the way.

Our regulators.

Clear Business is part of the Verastar Group which takes its regulatory requirements very seriously. We work closely with the regulators across our industries and fully support their mission to ensure that customers get the very best.

Ofcom

Ofcom is the regulator for communications services including Phone Lines, Broadband and Mobile services. It is an independent body and its duties come from Parliament. Its priority is to look after the end user, sometimes by promoting competition among companies so that customers get the best service.

Ofwat

OFWAT is a non-ministerial government department. It is the economic regulator of the water sector in England and Wales. Its role is to help the sector build trust and confidence with customers and wider society.

Ofgem

Ofgem is the Office of Gas and Electricity Markets. It is a non-ministerial government department and an independent National Regulatory Authority. Its principal objective is to protect the interests of existing and future Electricity and Gas customers including promoting value for money and promoting security of supply and sustainability.

WICS

WICS (the Water Industry Commission for Scotland) is a non-departmental public body whose mission is to manage an effective regulatory framework which encourages the Scottish Water industry to provide a high-quality service and value for money to customers.

FCA

The Financial Conduct Authority (FCA) aim to make financial markets work well so that customers get a fair deal. They do this by protecting customers, enhancing market integrity and promoting competition.

Our accreditations.

Our robust operating systems, and dedication to people – both internally with our colleagues and externally with our valued customers – have been accredited by nationally recognised standards.

Putting the Customer First

Putting the Customer First is the National Standard for Customer Service that we have held since 2013. It is a proven tool used to improve and develop customer service operations across a business.

Investors In People

IIP defines what it takes to leads, support and manage with excellence. Successful accreditation is a sign of a great employer, an outperforming place to work and an employer with a commitment to a sustained success.

OFCOM Metering & Billing Direction 2017 BSI Kitemark Certification for Phone Line and Mobile call services: KM618214

The BSI Kitemark Metering and Billing Scheme aims to ensure that billing systems and those functions that feed into the billing process, are accurate and robust, as well as meeting all relevant regulatory requirements.

IS09001

ISO 9001 was first introduced in 1987 and requires organisations to demonstrate that they do what they say they do, and that they have a Quality Management System in place to ensure consistency and improvement; leading to high levels of performance and customer satisfaction. Certified organisations are committed to continuous improvement and are assessed to ensure progress is being maintained.

ISO14001

ISO 14001 was first introduced in 1996 as a British Standard and requires organisations to have an environmental policy and action plan in place to manage their impact on the environment. Certified organisations are committed to continuous improvement and are assessed annually to ensure progress is being maintained. Verastar’s independent assessment was conducted by the British Assessment Bureau, accredited by UKAS.