Customer Services Statement
Customer Services
At ACCA we strive to provide a consistently high level of service to all our customers around the world, irrespective of location, educational background or financial situation. As the largest and fastest-growing international accountancy body we have a network of nearly 80 offices and centres around the world that can offer local services and support which is backed by our global customer services centre - ACCA Connect.
The dedicated team in Customer Services aim to provide a fast and efficient response to all enquiries by:
- answering 80% of telephone calls within 20 seconds
- despatching requests for published information about ACCA's range of qualifications within three working days
- providing appropriate advice and guidance to both potential and existing customers
- processing all general administration within five working days and initial student registration within a four-six week period.
On occasions when it is not possible to meet these standards of customer service eg, if a publication is out of stock, or changes of policy mean information is unavailable, customers are kept fully informed of the progress of their enquiry.
ACCA is committed to providing value and high quality service to its membership. We believe an essential part of this is obtaining regular feedback on students' and members' satisfaction with ACCA via regular satisfaction surveys in order that we can further enhance service levels and remain relevant to our membership.
Complaints handling
ACCA recognises that customers may not always be satisfied with the service they receive and is committed to ensuring that any complaints are dealt with both effectively and consistently. Any failures in service levels are thoroughly 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.
Charges and fee structure
ACCA is committed to providing value for money to its customers whilst recognising the need to cover the cost involved with service provision. Details of fees can be found within the relevant handbooks/prospectuses which can be ordered from ACCA Connect or accessed via the website. Any service which is not included as part initial registration or annual subscription fees is detailed within separate policy documents.
Issued by ACCA May 2006.
Points of contact
All enquiries can be directed to our dedicated ACCA Connect team at the contact points below, alternatively you can contact anyone at over of or offices and other centres.
ACCA
2 Central Quay 89 Hydepark Street
Glasgow G3 8BW
United Kingdom
General Enquiries: info@accaglobal.com
Student Enquiries: students@accaglobal.com
Member Enquiries: members@accaglobal.com
tel: +44 (0)141 582 2000
fax: +44 (0)141 582 2222