Certificate in Complaint Handling

Overview

The Certificate in Complaint Handling is a single-module professional qualification aimed at those managing customer complaints, or supporting this function. There are no entry requirements to study for the Certificate, making it ideal for those looking to develop their professional knowledge and understanding and to enhance their overall competence in this critical area. Line managers and learning and development professionals may be interested to note that, with an option for full online delivery, it is ideal for banks looking to roll this out to larger, targeted audiences of learners.

After completing the Certificate in Complaint Handling, learners will become Certificated Members of the Institute and will be able to use the membership designation ‘CCBI’. They will also carry forward 10 credits towards the Professional Banker Diploma, making this a suitable entry point for those seeking to develop their banking knowledge further. The Certificate also provides credits towards the Associate Chartered Banker Diploma.

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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
  • Assessed by a two-hour online exam, comprising 100 multiple choice questions.
  • The registration is valid for 12 months. Candidates should sit and pass the examination within this time.
  • The module will require approximately 100 hours of learning.
  • The module fee is £280 and includes the study texts and first exam entry. Exam resits cost £145 per module.
  • From 3 May 2023, members will now receive a digital certificate for this qualification via email usually within 5 days of successfully being awarded the qualification. To find out more about the new digital certificates, click here. 
  • In order to study the Certificate in Complaint Handling you must become a member of the Institute. An annual subscription fee of £36.00 will be payable upon registration.
  • All students will have access to a digital version of the workbook.  

 

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?

There are no entry requirements to study for the Certificate.

Upon achievement, you will carry forward 10 credits towards the Professional Banker Diploma, making this a suitable entry point for those seeking to develop their banking knowledge further.

You may wish to discuss whether you might be eligible for funding by your employer.

Resources

Certificate in Complaint Handling is delivered online via the Institute’s Learning Management System, which enables learners to access the learning materials anywhere, anytime. Resources include;  

  • Interactive e-learning units; 

  • Case studies and online resources, including videos; 

  • Recommended further reading; 

  • Online knowledge checks with feedback on responses to enhance learning; 

  • Mock exam