Our Customer Service Charter
We're committed to providing the best service and support to our customers
By continuously improving our people, policies and processes we aim to be consistently best in class. Our customer service charter sets out our commitment to you and outlines the standard of service that you can expect in your dealings with us.
Through our service charter we will ensure
Provide the means to engage with us 24 hours a day, 365 days a year, with flexible communication options to meet your needs. You can find us on Facebook, follow us on Twitter and join us on LinkedIn.
A quick response matters, so we aim to reply to you promptly and professionally. We aim to answer 80% of telephone calls within 20 seconds and to respond to 80% of emails within two days. For registrations, we aim to process 90% of online applications within five working days.
We publish exam results four times per year. For paper-based exams and session CBEs results are issued approximately six weeks following the exams. We will send these via your preferred method, either email or text message.
We strive to continuously improve our processes and how we do business with you. Actively seek your feedback on our services to ensure they continue to meet your needs.
Make sure you can join us as quickly and easily as possible. We aim to process 90% of online registration applications in five working days.
How can you help us?
Support our business priority of ‘think digital’ by transacting with us online, where possible
Keep your personal information and contact preferences up to date via myACCA, allowing us to communicate with you easily and effectively
Recognise the efforts of our people by telling us when you have received excellent customer service.
Ensure that information relating to our products and services is clear and easy to understand
Protect your personal information and ensure this is used in a professional and ethical way
Use your feedback to improve our services.
If things go wrong
We are committed to providing excellent customer service at all times. There may be rare occasions when our service falls below an acceptable standard. For more information on the ACCA Complaints Policy visit unhappy with the service you have received. Please send full details of your complaint by email: email@example.com
We aim to handle 95% of customer complaints within five working days.