Frequently Asked Questions (FAQs)

To apply for a Zero account and card please download the Zero App from the App Store (Apple devices) or the Google Play Store (Android devices) and follow the sign-up process in the App.

NB. The Zero App is not yet available to download publicly. Right now you can join our waitlist and then you will receive an email before the public launch with instructions of how you can get the Zero App.

Customer funds are safeguarded with Clearbank which is a fully regulated UK bank. This money is ringfenced from Zero’s own funds and ensures that customer funds are protected in the unlikely event that Zero becomes insolvent.

You can read more about ClearBank in the Key Suppliers section of the FAQ.

The Zero account and card are only available to individuals over the age of 18.

The Zero card is a Mastercard debit card.

Zero does not offer a credit card.

Zero is not a bank. Zero is a money app including a personal account, a Mastercard debit card and other banking services.

The Zero personal account is known as an Electronic Money (E-Money or EMI) account within the industry. From a customer’s perspective, the account works like a bank current account. The difference is that Zero cannot use the funds in the account to lend to others to make money. Instead, your money is held with a fully regulated bank to keep it safe. This is known as safeguarding and you can read more about this and where we safeguard your money elsewhere in the FAQ.

Zero’s mission is to reinvent banking for the generation putting the planet first. We aim to expand our product to offer all the digital banking features you expect from a leading bank.

Zero may apply to become a fully regulated bank in the future. If we do and are then awarded a bank licence, we would aim to migrate your Zero accounts and cards to the new bank service without any effort on your behalf. If this does happen, it will not be for many years and we will let you know well in advance.

It's free to open a Zero account and to get a Zero Debit Card. In fact we don't charge for anything else right now either. 

In case you're worried that there are any hidden charges, we break down all the things that you'd think we might charge for on a dedicated Fees and Charges page. 

Zero does not offer joint accounts at this time.

Zero does not offer savings accounts at this time but watch this space, there's one coming soon.

Zero does not offer business accounts at this time.

Zero earns money from the interchange fees received through Mastercard International when you spend with your Zero Debit Card. This does not directly cost you anything, it is funded by the merchant (seller) who pays a small percentage to accept card payments. The percentage paid by the merchant is shared by multiple parties that participate in the card scheme including Mastercard International, the acquiring bank, the issuing bank, the card processor and Zero. The fees and shares vary depending on the type of card transaction and the country in which the payment is made. 

In the future, we will launch additional services from which we aim to earn fees and/or commissions.

In the longer term, we aim to make money by lending to consumers and small businesses to finance projects that help to improve individual and company sustainability such as solar panel installations, EV purchases, heat pumps, building energy efficiency improvements etc.

We may launch sustainable mortgages and offer sustainable (ESG) investment plans that customers can opt to use at their discretion. We will disclose any fees that we earn for these services when they are launched.

Zero Fintech Ltd is our trading company, in which we employ all our staff and through which we earn money and pay our costs. Zero Fintech Ltd is also regulated by UK financial services regulations. As a customer of Zero, you are a customer of Zero Fintech Ltd. The sole shareholder (owner) of Zero Fintech Ltd is Zero Fintech Group Plc.

Zero Fintech Group Plc is a parent holding company whose sole activity, for now, is to own Zero Fintech Ltd.

This structure is very common. It allows us the possibility to diversify in the future. If it is not appropriate or possible to offer certain new services through Zero Fintech Ltd, we might create new subsidiaries of Zero Fintech Group Plc to deliver the new services, although we currently have no plans to do this.

To complete the application process please follow the instructions within the Zero app.

There are a variety of checks we do in the background. In most cases, we will be able to confirm successful applications straight away in the app within one minute but in some cases we are required to perform additional checks. In this case, please hold tight and you will be notified when the checks are complete.

The Zero team monitors all applications and identity checks. Should an issue arise, we will be in touch as soon as possible to help you complete your check and get your account open as soon as possible.

There are a variety of different reasons why we may be unable to offer you an account.

Unfortunately, we cannot provide feedback on individual applications, however, you are welcome to submit an application for an account again in the future.

No, opening an account with Zero does not impact your credit score.

No, you need a UK phone number to open and operate a Zero account.

As long as you are a UK resident, you can open a Zero account.

This includes residents of England, Scotland, Wales & Northern Ireland.

For the avoidance of doubt, this excludes residents of Channel Islands and Isle of Man.

Unfortunately, accounts are only available to UK residents at this time.

This includes residents of England, Scotland, Wales & Northern Ireland.

For the avoidance of doubt, this excludes residents of Channel Islands and Isle of Man.

It may take a few minutes for your email verification link to arrive. If you’ve not received your email verification link, check your junk emails or try clicking ‘resend email’. If the problem persists, contact Customer Services by emailing help@zero.co.uk or calling the Customer Service telephone number from our Contact Us page.

To reset your passcode, when prompted to enter your passcode there will be an option for ‘Forgotten passcode’. For security, you will then be required to verify your ID by taking a short video before being able to choose a new passcode.

Please freeze your card and contact Zero immediately by emailing help@zero.co.uk or calling Customer Services.

Depending on the type of transaction, some transactions can take up to 48 to settle with the merchant.

If you believe you have made a transaction which is not accurately showing within your Zero App, please contact Customer Services.

There are many different reasons for transactions to be declined. Please contact Customer Services if you are unclear on why you are seeing declined transactions.

Transaction limits can be found within our Terms & Conditions and are summarised below in the question “What are the payment limits”.

If you do not recognise a transaction even after having spoken with the merchant, please immediately freeze your card and contact Customer Services for assistance

Some transactions are preauthorised with an amount that is different to when the transaction is settled, based on how much is eventually spent. If you are unclear why the amounts are different, please contact the merchant to discuss that specific transaction.

Please freeze your card in our app and then please telephone Customer Services immediately to report the issue and request a new card.

Normally you can expect to receive your card within 5 working days (including Saturday) of the day you ordered it, but occasionally it can take longer.

Card orders for new cards and replacements for lost or stolen cards are sent to our manufacturer first thing, the day after you order. They are normally manufactured same day and posted that day. They are posted using Royal Mail 2nd class post in order to keep costs for you as low as possible, as ultimately any costs have to be covered by customers one way or another. Royal Mail quote 2-3 days for 2nd class post but only achieve this in about 75% of cases. Sometimes they also deliver more quickly.

If you haven't received your card within one week of ordering it, please contact customer services who can check when your card was dispatched and advise whether to treat your card as lost and order another for you.

In some instances, payments can take up to two hours to reach an account. Please contact Customer Services if you have not received your payment after this time.

Payments may be held while Zero performs additional checks in order to protect you (the customer) and the company. Once these checks have been completed the payment will be released. In some instances, we may request further information in order to authorise the payment.

We want to protect our customers from fraud and financial crime. Sometimes we need to request more information to ensure that the payment is legitimate. We also have obligations about these things that are prescribed by regulators.

Payment and Transaction limits are defined in our Terms & Conditions. The main limits are:

• 100 card transactions per day
• £4,250 in a single card transaction
• £10,000 per day on card transactions
• 4 ATM withdrawals per day
• £500 ATM withdrawal per day
• £1000 ATM withdrawal over four days

Unfortunately, we are only currently offering payments to other UK accounts. We expect to remove this restriction in the future.

Unfortunately, currently we can only accept payments from other UK accounts. We expect to remove this restriction in the future as our systems and controls are expanded to protect against the frauds and scams that can be associated with receiving money from abroad.

Currently we only offer accounts in GBP. We expect to launch foreign currency accounts in the future. You can still make card payments in foreign currencies, however the transaction will be converted to pounds (GBP) and settled from your GBP account.

We do not currently support direct debits but plan to add support shortly.

We do not currently support scheduled or recurring payments or standing orders. Check back soon as we will be adding this shortly.

If you do not recognise a payment, the sender or the recipient please contact Customer Services.

Account details including your sort-code and 8 digit account number can be found within your Zero App on the Accounts screen by clicking the Account Details button.

Your debit card details can be found on the Accounts screen by clicking the ‘Reveal Card’ button or within the card tab (middle tab at the bottom) by clicking the “view card details” button.

In order to protect our customers, Zero may from time to time deem it necessary to freeze accounts. Should this be the case Zero will inform the customer and advise on next steps.

If you believe your balance is erroneous for whatever reason, please contact Customer Services, who can assist in investigating.

Customers are currently limited to one account each.

We do not currently provide statements in our App although you can view all of your historical transactions in our App. If you need a statement, please get in touch with Customer Services who will be able to provide these.

Any payments you make with your Zero Card are protected by Mastercard’s own comprehensive suite of fraud protection systems including 3DS which you can read more about below.
You are also entitled to the protections and compensation that are included as part of the Mastercard Scheme.

We provide notifications on your phone as soon as a transaction occurs. You should check these as you see them and contact Customer Services straight away if you see any suspicious transactions or any that you don’t recognise.

We also employs state-of-the-art technology from Flagright which examines every transaction that goes through your Zero account to look for any suspicious payments or transfers. We may freeze transactions, return money or contact you in relation to anything suspicious.

We also utilise Confirmation of Payee to check outbound payments which you can read about in another section of this FAQ.

In the early days of Zero whilst we are a young business we have also configured tight limits on payments and transactions which we aim to ease over time.

3DS (also known as ‘Mastercard SecureCode’, ‘Identity Check’ and ‘Verified by Visa’) is a standard which helps to reduce fraud and provide extra security to your online payments. Authentication is the process by which you identify yourself by sharing secure information that is available only to you. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.

Authentication provides an additional layer of security for online transactions, making it harder for fraudsters to use your card details to make a payment without your knowledge.

On the online checkout page, you will be instructed to open your Zero app to verify the payment. On the ‘Account’ page of the app dashboard, the transaction that requires approval will appear within the ‘Activity’ section. To authenticate the transaction, you’ll need to click on the transaction, review the details and click ‘Approve’. You’ll be required to enter your app passcode to complete the approval.

Yes, your card has been enrolled in Mastercard SecureCode (3DS) so that wherever you see the Mastercard SecureCode logo online, your card number will automatically be recognised during checkout. Your card provider is contacted during checkout to confirm your identity as the genuine cardholder.

If you ever suspect that a fraudulent purchase has been made using your card, freeze your card immediately in the Zerp App and immediately telephone Customer Services.

Yes we meet the standards for Strong Customer Authentication (SCA) as mandated by regulators.

SCA aims to enhance the security of electronic payments. The principles of SCA are that you (customers) should be authenticated before making or approving payments using at least 2 of the following 3 elements: 

• Something you know: Passwords or PINs.

• Something you have: Smartphone, hardware token, or a one-time code sent to your device.

• Something you are: Biometric data, such as fingerprint, facial recognition or voice recognition.

The 3DS mechanism described in other sections of the FAQ is how we achieve SCA for card payments.

Payment fraud encompasses various techniques used to deceive individuals or businesses into giving up money, information, or both.

Here are some common types of payment fraud:

1. Credit Card Fraud

• Card-Not-Present (CNP) Fraud: Occurs when a fraudster uses stolen card information online or over the phone.
• Card-Present Fraud: Involves physically stealing or cloning a card to make in-person purchases.
• Skimming and Cloning: Fraudsters use devices to "skim" card information from an ATM or POS terminal.

2. Phishing and Social Engineering

• Email Phishing: Attackers pose as legitimate entities to trick victims into sharing sensitive information.
• SMS Phishing (Smishing): Similar to email phishing but uses text messages.
• Voice Phishing (Vishing): Fraudsters call pretending to be from banks or government agencies, asking for payment details.

3. Account Takeover Fraud (ATO)

• Fraudsters gain unauthorized access to online accounts, often through stolen passwords or security questions, and use the account to make purchases or transfer funds.

4. Synthetic Identity Fraud

• Criminals create fake identities by combining real and fake information (e.g., using a real social security number with a fake name) to open accounts or secure loans.

5. Chargeback Fraud (Friendly Fraud)

• A legitimate customer makes a purchase, then disputes the charge, claiming the item was never received or was unauthorized, to receive a refund.

6. Invoice and Business Email Compromise (BEC) Fraud

• Fraudsters impersonate a business partner or vendor to send a fake invoice, requesting payment to a fraudulent account.

7. ACH Fraud

• Fraudsters use stolen bank account information to initiate unauthorized Automated Clearing House (ACH) transactions.

8. Gift Card Fraud

• Fraudsters obtain gift cards through stolen credit card information or by persuading victims to purchase and send gift card information.

9. Cryptocurrency Payment Fraud

• Scammers often convince victims to pay for goods, services, or "investments" with cryptocurrency, which can be hard to trace and reverse.

10. Check Fraud

• This includes forging or altering checks, creating counterfeit checks, or stealing and cashing someone else's checks.

11. Mobile Payment Fraud

• Fraudsters use stolen information to make purchases via mobile wallets or apps, often targeting newer payment technologies that may lack robust security.

12. Money Mule Schemes

• Fraudsters recruit individuals to transfer illegally acquired money, often under the guise of legitimate work, thereby laundering stolen funds.

You can minimise the chance of becoming a victim of phishing by being cautious when clicking links or opening attachments from unknown or suspicious sources in email and other communications. Stay alert for common tactics used by fraudulent actors, such as urgent or threatening language, misspelled words or suspicious links. Using antivirus software can also help protect against phishing attacks. 

Be Skeptical of Unsolicited Calls

If you receive an unexpected call from someone claiming to be a bank representative, government official, or tech support, don’t assume it’s legitimate. Scammers often spoof numbers to look like they’re from a trusted source.

Verify Caller Identity

Politely end the call and contact the organization directly using a verified phone number from their official website or documentation, rather than any number the caller may have provided.

Do Not Share Personal Information

Never give out sensitive information over the phone, such as Social Security numbers, credit card numbers, bank account details, or passwords. Legitimate organizations will not ask for this information over the phone in unsolicited calls.

Beware of Urgency and Pressure Tactics

Fraudsters often try to create a sense of urgency, telling you that you must act quickly to avoid penalties or fraud. Take time to think it through, as legitimate calls will not pressure you to act immediately.

Ask Questions

Ask the caller specific questions about the supposed issue or their organization. Fraudsters often lack detailed knowledge, and their answers may reveal inconsistencies.

Set Up a Password for Bank Calls

Some companies allow customers to set up a verbal password or PIN specifically for phone interactions. This can help confirm the caller’s legitimacy when you reach out to the bank yourself.

Sign Up for Alerts and Monitor Accounts Regularly

Use account alerts for unusual activity, and regularly monitor your bank and credit card statements to detect suspicious transactions.

Use Call-Blocking Technology

Many phone providers offer call-blocking services, and apps like Truecaller or Hiya can help identify potential scam calls. You can also enable settings to block unknown or private numbers.

Report Suspicious Calls

Report any fraudulent or suspicious calls to your phone provider, the FTC, or relevant fraud-reporting agencies. This can help protect others from similar scams.

Educate Yourself and Your Loved Ones

Share information on vishing scams with family members, especially those who may be more vulnerable (like elderly relatives), and help them understand how to recognize and avoid these types of calls.

Being aware of common vishing tactics and staying cautious when asked for personal information over the phone are your best defenses against falling victim to this type of fraud.

Confirmation of Payee is an account name checking service designed to help reduce misdirected payments, and provides greater assurance that payments are being sent and collected from the intended account holder for UK domestic payments.

When setting up a new payment Zero uses the Confirmation of Payee technology to check that the name of the payee provided matches with the sort code and account number provided by checking with the destination institution before the payment request is progressed.
 
There are four possible outcomes:
 
Yes – If the customer has used the correct account name, they will receive confirmation that the details match, and can proceed with the payment.
 
Close match – If the customer had used a similar name to the account holder, they will be provided with the actual name of the account holder to check. They can update the details and try again, or contact the intended recipient to check the details.
 
No, the name is wrong – If they have entered the wrong name for the account holder they will be told that the details do not match and advised to contact the person or organisation they are trying to pay.
 
Unavailable – This occurs when it is not possible to check the name, for example because of timeout, customer opt-out or if the account doesn’t exist.

Confirmation of Payee will help UK banks, building societies and other financial service providers to reduce certain types of fraud and misdirected payments. In particular, it addresses certain types of authorised push payment (APP) fraud by providing effective warnings to payers about the risks associated with progressing with a payment to an account where the name does not match.

Our personal accounts are powered by Clearbank, so this is fine. 

This issue relates to the Confirmation of Payee data that other financial institutions retrieve when you enter your Zero sort code to send money to your Zero personal account. We are working with Clearbank and other partners as quickly as possible to correctly identify the sort code as Zero.

Yes, we enable other financial institutions to access information from your Zero account, with your permission, through Open Banking. We provide this service in conjunction with a partner Tell Money. If you would like more information, please visit the Zero Fintech profile on Tell Money's website at https://developer.tell.money/zero. 

You can also get API uptime statistics about Zero's open banking interface on the above website page.

We also enable you to connect to your other bank accounts from within the Zero App, so that we can enhance the accuracy of your Zero GreenScore. You will see options within the App to connect your other bank accounts.

Please refer to our Privacy Policy to understand how we handle and process your data. 

You can read our Privacy Policy here, which provides the complete answer to the first part of this question.

Further details about how we process, use and protect your data is covered in our Terms and Conditions.

GreenScore^® is a proprietary index we calculate to help you understand how sustainable you are. GreenScore is a number between 1 and 1000, with a higher GreenScore indicating a more sustainable lifestyle, or put another way a higher GreenScore indicates a lower impact on the planet.

In the future, we aim to share benchmark information about how your GreenScore compares to other people (always anonymously). We will improve the accuracy and stability of GreenScore over time and would love your help to shape the future of GreenScore.

Please bear with us in the early days as GreenScore is work in progress and will be improved progressively during the early years of the company.

We provide a GreenScore to help you understand how sustainable your life is. There is no obligation to act upon it but, if you wish, you could try to improve (increase) your GreenScore by spending more sustainably. In the future we will be providing tips to help you understand ways you could achieve this.

Your GreenScore is calculated by using data science to process the transactions you make on your Zero personal account and card. We have partnered with Doconomy to provide an estimate of the carbon impact of each transaction.

If you link your Zero account to your other bank accounts using our open banking feature, we will also process the transactions in those other accounts to give you a more accurate GreenScore.

Please be patient with GreenScore as it is work-in-progress. We would greatly appreciate your feedback and suggestions to help us improve GreenScore. If you have feedback or suggestions please contact Customer Service.

We aim to improve the accuracy of GreenScore progressively in the coming years by introducing additional data to the algorithms and data science. We will seek your consent to process any additional data before we use it.

Your GreenScore will change each time you make another transaction on your Zero card or in any other bank accounts connected by open banking. It  may go up or down depending on your spending on more sustainable merchants, reducing the number of high-carbon purchases (those flights to Thailand for example!), buying less fuel at petrol stations, are just some of  the ways that may cause your GreenScore to change.

In the future we plan to offer you tips and information in the GreenScore section of our App to give you specific personalised recommendations about how to improve your sustainability and thereby improve your GreenScore.

GreenScore is not a reward scheme. It is provided solely to help you understand how sustainable you are and to consider actions you could take if you want to reduce your impact on the planet.

Your GreenScore is not shared with any third parties although we may aggregate GreenScore data anonymously to produce comparatives and benchmarks.

Our Community Share Option Scheme (“Option” & “Options”) is the mechanism for how we plan to deliver on our aim to share up to 20% of the value of the company with our customers for free when we IPO (or sell the company, although that is not our goal). 

Community Share Options will be awarded to our customers in our app after they sign up and have been accepted as a customer.

The scheme may be withdrawn if we are unable to construct a legal and tax-efficient mechanism or if it becomes subject to regulatory, legal or tax constraints that render the scheme ineffective or uncommercial.

Our goal is that you are able to sell your Zero Community Share Options when we float on a stock market, also known as conducting an Initial Public Offering (IPO). At this time, the value of your shares will depend on the valuation achieved by the company on its IPO.

Just like employee share options that staff sometimes get from their employer, the scheme is intended to empower you to help build the success and future value of the company because you will share in that success and its value.

In the meantime, the Options carry no cash value alternative and cannot be redeemed for anything else.

It is our aim that one Option is equivalent to one share upon IPO or when the company is sold.

However, if at the point of IPO, the total number of Options held by customers would represent more than 20% of post IPO shares, then we will fractionally downrate the number of shares you get so that the total for all customers is 20%.  

Subject to the above, when we conduct our IPO (or sell the company) you will receive real shares in the company. There may be a requirement to pay a nominal sum (much lower than the value of the shares) in order to receive the shares due to regulations, laws or tax rules which are constantly changing. The Company may cover this cost itself which will be confirmed when we publish the full scheme details in due course.  

As is common practice, there may be restrictions on your ability to sell shares you receive through the scheme for a period of time after an IPO. 

You cannot buy more Zero Community Share Options. However, you will be able to earn more by being an active customer and member of our community. Details of how to earn more Options will be publicized within the app and may change from time to time.

Options carry no cash value alternative and cannot be redeemed for anything else.

You cannot sell or transfer your Zero Community Share Options. 

They are offered as a reward for being a customer and helping the growth of the Zero movement.

We are exploring the option of allowing customers to elect that the value of their options goes to a good cause. More details later.

You will be able to opt-out of the community share option scheme if you do not wish to receive shares.

We aim to provide the opt-out in the App at a future date, so if you wish to opt out, please wait until this option is added to the App. There will be no  disadvantage to opting-out later if that is your preference.

We are also exploring the option of allowing customers to elect that the value of their options goes to a good cause. More details later.

If you cease to be a Zero customer, you will lose your entitlement to any Zero Community Share Options. In order to be able to exercise your right to your Zero Community Share Options at the point of IPO or exit, you will need to have been an active customer in the period leading up to the IPO or exit. Please check our Terms and Conditions for the definition of an Active Customer.

In the unlikely event that Zero ceases trading or issues a notice that it is winding down it’s business, you will lose your entitlement to any Zero Community Share Options which would have no value at that time anyway.

We are working to make the Zero Community Share Option scheme as tax-efficient for customers as possible and are in negotiation with HMRC about this. As such, we have not yet finalized the details of the scheme. We will clarify the full details of the scheme as soon as possible.

As mentioned in the answer to a question above, you will be able to opt-out of the scheme if you are concerned that there is any negative tax implication for you. 

There is no cost to receiving Zero Community Share Options, which you will see on the Community Share Options widget in our app.

At the time of our IPO or exit, your options will be converted into real shares which you will be able to sell then or later. For details of this process, please read the answers to the other questions in this section.

We would like there to be no cost to exercise the options at this time but, depending on HMRC, there make be a requirement to pay a nominal price per share in order to receive the real shares before you can then sell them to make a profit.

Our vision at Zero is a world where money is a force for the good of the planet and we’re on a mission to redefine banking for the generation putting the planet first and empower our community's personal journey to net zero. 

Zero will enable people to bank with the knowledge that their money is helping to save the planet and will never be used for anything that isn’t supporting the future health of the planet. 

Through our GreenScore and the sustainable actions our community is inspired to take, we hope to enable users to collectively prevent 4MTCO2e from being emitted by 2031.

By achieving B Corp Certification we are verifying that we meet high standards of social and environmental performance, and that we are among a select group of businesses proving to the world that it’s possible to be commercially successful while benefiting people, communities and the planet. 

The dirty secret of the finance industry is that many mainstream banks use your money to lend to other people and businesses, potentially those in unsustainable sectors such as fossil fuels, deforestation or arms and weapons.

Finance for the fossil fuel industry is one of the reasons we are all still struggling to adequately tackle climate change despite the fact that the science is clear that burning fossil fuels leads to climate change.

Zero will enable people to bank with the knowledge that their money is helping to save the planet and will never be used for anything that isn’t supporting the future health of the planet. 

Zero's customer funds are held at Clearbank, a fully licenced and regulated UK bank, whose deposits are lodged at the Bank of England. This ensures that your money is never used to finance fossil fuel companies, arms or weapons companies and many other adverse sectors that the British government does not support.

Transact Payments Limited is licensed by the Gibraltar Financial Services Commission (GFSC) as an Electronic Money (E-Money) Institution.

Zero debit cards are issued by Transact Payments Limited pursuant to its licence with Mastercard International Limited which is disclosed in the footer of our website.

More information can be found on their website here.

A glossary of the Key terms associated with the services provided by Transact Payments can be found here.

Mastercard International provide Zero with a debit card scheme.

These scheme allows you to use your Zero card to spend at merchants around the world that can accept Mastercard payments.

Our partnership with Mastercard is via our partnership with Transact Payments the details of which are disclosed in the footer of our website.

You can read more about Mastercard on their UK website here.

Marqeta provides debit card transaction processing services that enable us to provide you with your Zero debit card.

More information can be found on their website.

Integrated Finance provide us with a gateway that enable us to connect Zero Personal Accounts to the underlying personal accounts provided by ClearBank. Integrated Finance also provide us with an administrative portal to enable us to manage our customers personal accounts and provide customer service.

More information can be found on their website.

We use services from Onfido to verify the identity of our customers and conduct various checks to ensure that we are allowed to accept new customers when they sign up. 

We also use Onfido technology to provide additional checks when authorizing payments from your account in the Zero App.

You can find more information about Onfido on their website here.

Plaid Financial Ltd provides Zero with open banking services which allows the Zero app, at your discretion, to access information about transactions in your other bank accounts.

Zero is an agent of Plaid, as per the disclosure in the footer of our website.

More information can be found on their website here.

Doconomy provides Zero with Carbon assessments for transactions which we process as part of our GreenScore feature.

More information can be found on their website here.

Kani Payments provides Zero with software-as-a-service that allows us to reconcile and check that account balances are correct and that the money we must pay to settle card payments is correct.

More information can be found on their website here.

Flagright provide us with software that we use to monitor payments and receipts to ensure that they are not fraudulent or associated with money laundering.

More information can be found on their website here.

Clearbank provide the underlying personal accounts to our partner Transact Payments and thus to you via Zero.

Clearbank is a fully regulated bank in the UK and EU.

Clearbank also safeguard the money that is in your Zero personal account.

You can read more about Clearbank here. 

We provide a number of ways that you can contact Zero Customer Services, which are described on the Contact Us page of our website.

If you are dissatisfied with the service we've provided or anything else about Zero, you can raise a complaint which we be handled according to our Complaints Policy. Our Complaints Policy is described on a dedicated page of our website here. The policy describes the ways you can submit your complaint.