The Customer Protection Certificate (CPC) issued by M-CRIL is a comprehensive assessment system, strictly assessing the level of compliance with customer protection principles of financial institutions. Based on the set of standards developed by Cerise+SPTF - two prestigious global organizations in social impact management, CPC requires perfection in every aspect: from product design, governance processes to customer experience.
What has F88 done to overcome M-CRIL's 8 customer protection principles?
To be recognized as Gold certified, a financial institution must simultaneously meet 8 fundamental principles, 26 core practices and 128 detailed assessment indicators - in which the minimum compliance level must reach 95% or more and must not violate any exclusion indicators. With a compliance rate of 98.3%, F88 shows its outstanding ability in establishing a comprehensive and effective customer protection system.
The above achievements are not random, but the result of a responsible development strategy, built on 8 core principles of customer protection.
For the product, F88 constantly researched and developed "tailored" 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, especially costs, interest rates and payment boards, is standardized by F88, clearly illustrated in easy-to-understand and transparent public language to help customers easily grasp.
When customers bring assets to transact, F88 commits to applying a responsible valuation policy, ensuring that interest rates and fees are reasonable and commensurate with the services provided.
Customer data security is also a top priority of F88. Data is collected and stored with the consent of customers, confidentially according to the provisions of law, and is strictly controlled by decentralization internally.
This data will also be used by F88 to score credit and accurately assess customers' repayment capacity, thereby helping to limit bad debt risks and avoid customers falling into unnecessary financial burdens.
Operating with the philosophy of being a good enterprise, F88 is committed to treating all customers fairly, while proactively supporting disadvantaged customers to access appropriate financial solutions. Decisions on products, credit or debt restructuring all comply with the principle of "not harming customers", demonstrating the highest respect and responsibility.
At the same time, a multi-channel response and complaint settlement mechanism has also been established so that customers can easily express their opinions. The company is proud of the fact that more than 99% of complaints are processed within 30 days, showing the effectiveness and receptive attitude in listening and understanding customers.
Finally, F88 has built a solid governance foundation, from clear internal policies, an effective credit risk control framework to regular professional ethics training programs for the team.
Positive impact: Customer trust and return
F88's continuous efforts have brought clear results. In the first half of 2025, F88's customer satisfaction index (NPS) reached 73%, the rate of customers returning to use the service is always over 50%. These are impressive numbers, demonstrating customers' trust in service quality as well as F88's commitment to protect customers.
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 customers, not want them to be our " debtors" forever.
Strengthening market position and investor confidence
In the context that F88 has just been recognized as a public company and is getting closer to the goal of listing stocks on the Upcom exchange, the Customer Protection Gold Certificate further strengthens trust with partners and investors, especially organizations that promote ESG (Environment, Society and Governance) strategies. This is clear evidence that F88 is a kind, transparent, and sociably responsible partner, thereby affirming a safe and potential enterprise for investment.
