The Customer Protection Certification (CPC) that F88 has just received is issued by M-Cril - a company specializing in analysis, consulting and high-quality advertising based in India, Myanmar and Cambodia. This is a comprehensive assessment system, assessing the level of compliance with customer protection principles of financial institutions. Based on a set of standards developed by Cerise+SPTF, CPC requires businesses to practice effectively in many aspects, from product design, management processes to customer experience.
M-Cril's 8 principles of customer protection
To be recognized as a Gold certified financial institution, it must simultaneously meet 8 fundamental principles, 26 core practices and 128 detailed assessment indicators. The minimum compliance level must be 95% or higher and must not violate any exclusion indicators. With a compliance rate of 98.3%, F88 recognized its outstanding ability to establish a customer protection system.
F88 received customer protection certificate for the third time.
According to F88 representative, the above achievement is not a coincidence, but the result of a responsible development strategy, built on 8 core principles of customer protection.
Regarding products, F88 said it is constantly researching and developing "tailor-made" financial solutions according to the actual needs of each customer segment, helping them access capital more easily and quickly. In addition, all information related to the product, including costs, interest rates and payment tables, is standardized by F88, clearly illustrated in easy-to-understand language and transparently publicized to help customers easily grasp.
When customers bring assets to trade, F88 commits to applying a responsible pricing policy, ensuring that interest rates and fees are reasonable and commensurate with the services provided.
Customer data security is also a top priority for F88. Data is collected and stored with customer consent, secured in accordance with the law, and strictly controlled internally. This data will also be used by F88 to score credit and assess customers' ability to repay, thereby helping to limit the risk of bad debt and avoid customers falling into unnecessary financial burdens.
Operating with the philosophy of being a decent business, F88 is committed to treating all customers fairly, while proactively supporting vulnerable groups to access appropriate financial solutions. Decisions on products, credit or debt restructuring all adhere to the principle of not harming customers, demonstrating respect and responsibility.
In parallel, a multi-channel feedback and complaint resolution mechanism has also been established so that customers can easily express their opinions. The company maintains that more than 99% of complaints are processed within 30 days, demonstrating its efficiency and receptive attitude in listening to and understanding customers.
F88 has built a solid governance foundation, from clear internal policies, effective credit risk control framework to regular ethics training programs for the team.
Positive Impact: Customer Trust and Returns
F88's relentless efforts have yielded tangible results. In the first half of 2025, F88's Net Promoter Score (NPS) reached 73%, with a customer retention rate of over 50%. This is a testament to customers' trust in F88's service quality and commitment to protecting customers.
F88's customer satisfaction index (NPS) reached 73%, the rate of customers returning to use the service was over 50%.
Mr. Phung Anh Tuan, Chairman and General Director of F88, affirmed: "A company like F88 cannot develop sustainably if it abandons its social mission to maximize profits. We want to accompany the prosperity of our customers, not to make them our debtors forever."
In the context that F88 has just been recognized as a public company and is approaching the goal of listing shares on the Upcom exchange, the company expects that the Customer Protection Gold Certificate will contribute to strengthening the trust of partners and investors, especially organizations that promote ESG (Environmental, Social and Governance) strategies.
Source: https://dantri.com.vn/kinh-doanh/f88-nhan-chung-chi-bao-ve-khach-hang-cua-m-cril-20250717181701388.htm
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