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Customer service
CFA Society of the UK Customer Service StatementThe society aims to deal with all enquiries and correspondence in a helpful and courteous manner. In particular, we aim to:
- answer telephone calls promptly during normal working hours. Outside these times, or under exceptional circumstances, callers will be invited to leave a message and a contact telephone number, to which we will respond by return or the following working day.
- provide a courteous and accurate response to all enquiries, including those requiring specific expertise.
- provide a courteous and helpful reception service to those visiting the society office.
- reply to correspondence, including faxes and e-mails, within seven working days.
- investigate and respond to complaints within five working days and, when a customer requests, investigate a complaint further. Complaints should be made in writing to the Chief Executive or, on matters relating to the Investment Management Certificate, to the Director of Education.
- provide appropriate information about CFA UK and its activities. In many cases the information you need will be available on our website, www.cfauk.org. Details of examination fees are also available on our website (www.cfauk.org/imc/exam_dates/index.cfm) or on request from the office. Please contact us by phone, fax or e-mail (details at the top of the page) if you cannot find the information you need.
- make
reasonable adjustments for examination candidates and others who have
special requirements, for example because of disability.
Contact points: all members of staff should be able to handle most enquiries or refer you to someone who can. Formal complaints should be addressed in writing to Will Goodhart, Chief Executive. The Chief Executive also welcomes more general comments - whether in writing, by phone or by e-mail - about the office's arrangements.
Will Goodhart
Chief Executive
CFA Society of the UK
4th Floor, 90 Basinghall Street
London EC2V 5AY
Tel: 020 7796 3000
Fax: 020 7796 3333
Email: info@cfauk.org
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