Customer Services Statement

The ifs School of Finance is committed to providing a high standard of customer service to its students, members and customers. This entails:

Answering 80% of telephone calls within 20 seconds;
Despatching published information about qualifications within three working days;
Providing appropriate advice and guidance throughout periods of study in both a proactive way and in response to customer enquiries;
Maintaining an overall service level of five working days for correspondence, applications, examination entries, etc.

Where it is not possible to meet these service standards, for example if a publication is out of stock, customers are kept informed of the progress of their enquiry.

In addition, the ifs recognises the importance of obtaining customer feedback and using that information to improve the process and service offered. The ifs strives to incorporate good practice solutions into all aspects of its work.

The ifs is committed to ensuring that customers are dealt with consistently and fairly and that its policies, procedures and processes support this aim.

Complaints handling

The ifs School of Finance recognises that customers may not always be satisfied with the service they receive and is committed to ensuring that any complaints are dealt with effectively and consistently. In addition, any service failures are investigated to identify ways to prevent repeat occurrences.

All complaints are acknowledged within five working days and customers are kept informed of the progress of their enquiry.

Points of contact

In the first instance, all enquiries should be directed to:
The Complaints Officer
IFS House, 4-9 Burgate Lane, Canterbury, Kent, CT1 2XJ, England
Telephone: +44 (1) 227 818609; Fax: +44 (1) 227 784331
Email: customerservices@ifslearning.ac.uk

Charges and fee structure

The ifs School of Finance is committed to providing value for money to customers whilst recognising the need to cover the cost involved with service provision. Details of fees can be found within appropriate handbooks/prospectuses which can be ordered from Customer and Student Services or accessed via the website

Any service which is not included as part of the payment for a qualification is detailed within separate policy documents

Issued by ifs School of Finance January 2004