Customer service charter

The IFA is committed to providing its members and students 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: UK membership and practising certificate fees 2025,  International membership fees 2025  and firm and affiliate fees. 
  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 a timely manner. 
  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. 

IFA Direct Programme 

  1. We are here to support and help our students through the IFA Direct education programme. 
  2. The IFA partners with ATHE, an Ofqual Awarding organisation, for the delivery of the IFA Direct programme. 
  3. ATHE and the IFA have a clear and comprehensive system for the registration of learners through the IFA Direct programme. 
  4. Results and certificates will be dispatched to you by your chosen ATHE centre once approved by ATHE, approximately 4-6 weeks after you submit your assessment.  Results are shared with the IFA to update your IFA record.  
  5. Examination results will be dispatched a minimum of six weeks after the date of the exam. Certificates will be dispatched approximately three weeks after the exam results. 
  6. The learning section of our website contains information on studying through IFA Direct. 
  7. Learners are invited to give us feedback on the IFA Direct programme. 

IFA staff behaviour expectations 

All members and enquirers should expect to be treated professionally, fairly, and with respect and courtesy by IFA staff and representatives. If any communications from any IFA staff, representatives, or third-party suppliers acting on behalf of the IFA fall below these standards, please let us know.    

Member behaviour expectations 

All IFA staff, representatives and third-party suppliers acting on behalf of the IFA should expect to be treated professionally, fairly, and with respect and courtesy by IFA members.  IFA staff, representatives and third-party suppliers are instructed to disengage from communications that fall below these expected standards. 

Contact us 

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

E: mail@ifa.org.uk