Customer service charter

The IFA is committed to providing its members, students and accredited training providers with excellent customer service and undertakes to develop and maintain a strong service relationship with all its customers.

Customer focused

  1. We aim to listen to and understand our customers
  2. All calls will be answered in a courteous and professional manner
  3. Correspondence will be responded to promptly
  4. Our fees are openly available via our website
  5. If there is a complaint we will deal with it as promptly and thoroughly as possible.

Members

  1. We are here to support and help our members
  2. Membership applications will be acknowledged and processed in good time
  3. Replacement certificates will be issued at a standard fee
  4. Members have their own restricted area on our website to keep them up to date

Students

  1. We are here to support and help our students
  2. We have a clear and comprehensive system for the registration of students
  3. We have a clear and comprehensive system for the registration of students for exams
  4. We approve all IFA training centres to assure their quality for our students
  5. Dedicated learning materials are available to support our qualifications
  6. Examination results and certificates will be dispatched ten weeks after the date of the exam.
  7. The student section of our website contains student registration, exam, fees and support information, together with our qualification grading system
  8. Students are provided with a pack setting out relevant policies
  9. Students are invited to give us feedback about our qualifications, service and support.

Accredited Training Providers

  1. We are here to support our accredited training providers
  2. Exam papers will be delivered in good time for exam sittings
  3. An accredited training provider application form must be completed before accreditation by the IFA is considered
  4. Accredited training providers are invited to give us feedback about our qualifications, service and support.
  5. The IFA is committed to providing a professional and relevant service to its customers by:
  • responding to your challenges with consistently relevant, commercially-focused advice; and
  • championing integrity, fairness, diversity, transparency and responsibility.

Contact us

If you have a query or require information please contact us.

E: mail@ifa.org.uk