This is the second consecutive gold-level Client Protection Certification (CPC) awarded to F88 by M-CRIL. The CPC, developed by Cerise and SPTF, comprehensively assesses financial institutions' adherence to client protection principles. To achieve gold status, organizations must meet eight fundamental principles, 26 core practices, and 128 detailed indicators, with a minimum compliance rate of 95% and no violations of any exclusionary indicators.
With a 98.3% compliance rate, F88's comprehensive client protection system was highly praised. According to a company representative, this achievement stems from a holistic development strategy based on the eight core principles of client protection.
Specifically, F88 researches and provides tailored financial solutions to meet the needs of various customer segments, facilitating easier and faster access to capital.
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An F88 employee advises a customer on a loan package. Photo: F88 |
An F88 employee advises a customer on a loan package. Photo: F88
All product-related information, particularly costs, interest rates, and payment schedules, is standardized and presented clearly in easy-to-understand language, ensuring transparency for customers.
When customers bring assets for transactions, the company applies a responsible valuation policy, ensuring fees align with the services provided.
Data security is paramount at F88. Information is collected and stored with customer consent, adhering to legal regulations and strict internal access controls. This data is used for credit scoring and assessing repayment capacity, mitigating bad debt risks and preventing unnecessary financial pressure on borrowers.
F88 upholds the principle of fair service, prioritizing "do no harm" in all product, credit, and debt support decisions, with a focus on assisting vulnerable customers in accessing appropriate funding. The company has established a multi-channel complaint resolution mechanism, resolving over 99% of complaints within 30 days.
Finally, F88 has built a robust governance platform, including clear internal policies, an effective credit risk control framework, and regular ethics training for its staff.
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F88 has a nationwide network of stores. Photo: F88 |
F88 has a nationwide network of stores. Photo: F88
Thanks to these measures, F88's Net Promoter Score (NPS) reached 73% in the first six months of 2025, with a customer return rate exceeding 50%.
"F88 cannot achieve sustainable development if it abandons its social mission for profit maximization. We aim to support our customers' prosperity, not keep them perpetually indebted," said Phung Anh Tuan, chairman and CEO of F88.
He added that as F88 transitions into a public company and prepares to list its shares on the Upcom stock exchange, the gold-level client protection certification strengthens trust with partners and investors, particularly those prioritizing ESG (Environmental, Social, and Governance) strategies.
Minh Ngoc
M-CRIL, backed by the Asian Development Bank (ADB), is a leading global financial rating agency specializing in microfinance. It plays a vital role in mitigating risks for financial institutions and supporting micro-businesses in implementing effective governance practices.
