To help our Member Engagement Team respond as promptly as they can, and to ensure a consistent level of service, we are currently asking that all enquiries are submitted via our webchat service or by email.  Thank you for your help during these unprecedented times.   



[email protected]

Before contacting us you may want to look at our most common FAQ's:

When do I receive my exam results?

Multiple choice results will be e-mailed to you within an hour of sitting the exam. Results for written exams and assignments are normally available no later than six weeks following your exam date. All exam results will also be published via the My Member page of the website. 

How do I login to the My Institute portal?

Please click here. If you have forgotten your password and select the ‘Forgotten Password’ function. If you do not receive your password reset e-mail please check your spam folder – if you have still not received your e-mail please contact the Membership Engagement team at [email protected]

My membership has lapsed. How do I reinstate?

Please download this form here, once complete please send it to [email protected]

Should I postpone my exam?

If you have completed your coursework and feel ready to take your exam, no.  If you are concerned about travelling or visiting an exam centre, then you can use our remote invigilation option to take your exam at your home or office, at a time convenient to you. Please check the Pearson VUE website for updates on exam centre openings. and guidelines that you will need to follow. 


I have already booked my exam but would now like to use remote invigilation. Can I change this?

Yes – please login to our website - to cancel your existing booking and make a new one selecting the remote proctoring option. 

How does remote invigilation work?

Remote invigilation means you take your exam at your home or office, at a time convenient to you.  To ensure exam security, you will be invigilated via your webcam.  To take advantage of our remote invigilation service, you will need to have a quiet space at home or work, with a secure internet connection where you will be able to take your exam.  Please see here for a short video on how remote invigilation works.

Please note that due to the large increase in demand for online exams, there will occasionally be up to a 30 minute delay in starting an exam. We apologise for any inconvenience caused. 

How can I change my preferred email address?

You can change your preferred email address to your home email address in the member area of the website, so that you can continue to receive communications from us (important updates, exam-booking confirmations etc.) 

This will not change the address that you login to our website with.   

Can't access work emails and need to change my password.

If you have forgotten your password and need to request a password reset email – but won’t receive it as it goes to your work email address - please contact us via [email protected] and ask us to change your web password.  

Can I access learning materials on any device?

Our systems are designed to work with most devices and browsers. If you are experiencing an issue with access, then please change your browser – if this doesn’t work please contact us via [email protected]  

To ensure your device has the correct specification to undertake a remote exam please click here and run the ‘System Test’. 


Chartered Banker Institute
2nd Floor, Bengal Wing
9a Devonshire Square


Chartered Banker Institute
Drumsheugh House
38b Drumsheugh Gardens

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