Certificate in Complaint Handling

Overview

The Certificate in Complaint Handling is a single-module professional qualification designed for individuals responsible for managing customer complaints or supporting complaint handling functions within financial services organisations. It equips learners with the practical knowledge and skills required to handle complaints effectively, support fair customer outcomes, and meet regulatory and organisational expectations.

With no formal entry requirements and full online delivery, the qualification is suitable for individuals at all stages of their career. It is also ideal for organisations wishing to roll out consistent complaint handling training to larger or targeted groups of staff.

  • Duration: Approximately 100 hours of study.
  • Cost: £280 (includes study materials and first exam sitting); resits £145 per module.
  • Level: SCQF Level 8 (EQF Level 5 equivalent).
  • Eligibility: Open to all financial services professionals globally. No prior qualifications required.

On completion, learners become Certificated Members of the Institute and may use the professional designation CCBI.

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The Certificate in Complaint Handling contributes to the Professional Banker Diploma when combined with Professional Banker Certificate 2019  (or earlier version of the Professional Banker Certificate) and a second Professional Banker Diploma module.  

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Key facts

  • Credits: 10 credits towards the Professional Banker Diploma and Associate Chartered Banker Diploma

  • Assessment: Two-hour online exam consisting of 100 multiple-choice questions

  • Registration validity: 12 months

  • Certification: Digital certificate issued within 5 working days of successful completion

  • Membership requirement: £45 annual Institute membership fee payable on registration

  • Delivery: Fully online via the Institute’s Learning Management System

Modules

The Certificate in Complaint Handling is attained by completing the Complaint Handling module.

Note: To achieve the Professional Banker Diploma, you must complete the 2019 or earlier version of the Professional Banker Certificate and two further modules.   

 

View the module specification for further information:

 Complaint Handling - Module Specification
Am I Eligible?

Yes! This qualification is suitable for:

  • Professionals involved in managing or supporting customer complaints.

  • Individuals seeking to enhance professional competence in complaint handling.

  • No prior qualifications or work experience required—learning materials are included with registration.

Resources

The Certificate in Complaint Handling is delivered online via the Institute’s Learning Management System, allowing learners to study anytime, anywhere. Learning resources include:

  • A digital workbook for core reading and learning activities

  • Interactive eLearning units

  • Case studies, videos, and additional online resources

  • Recommended further reading

  • Online knowledge checks with feedback

  • Mock exam to support exam preparation