Overview

The Certificate in Regulated Complaints Handling (CeRCH) has been designed for those who are involved in, or have responsibility for, regulated complaints handling within retail financial services.

CeRCH assists you in analysing and applying appropriate solutions to the handling of complaints. Implementing complaints handling is a key theme of the Treating Customers Fairly (TCF) initiative and completion of CeRCH will enable you to demonstrate comprehensive understanding of the issues involved in the resolution of complaints.

CeRCH is a UK specific qualification and comprises five mandatory units that are studied and assessed in three modules:

Module 1 – UK Financial Regulation

Unit 1 – Introduction to Financial Services Environment and Products   
Unit 2 – UK Financial Services and Regulation

Module 2 – Regulated Customer Care

Unit 3 – Regulated Customer Care

Module 3 – Regulated Complaints Handling

Unit 4 – Fundamentals of Regulated Complaints Handling
Unit 5 – Regulated Complaints Handling Solutions

CeRCH key facts and benefits:

• the recognition of professionalism afforded by attaining a premier complaints handling qualification
• improves career and promotion prospects and allows access to further professional development from other Institute qualifications
• demonstrates a desire to continue your professional development
• improves and maintains your knowledge of the customer service environment
• creates confidence in your own knowledge and understanding

Upon successful completion of the CeRCH you can use the designation ‘CeRCH’ after your name. 

Cost 

Please note: As of 1 July 2012 the registration fee for this qualification will increase to £155 with the examination resit fee increasing to £120.

Units

CeRCH consist of five mandatory units:

Module 1 – UK Financial Regulation (UKFR)

UKFR is a broad-based module that focuses upon the purpose and structure of the UK financial services structure, and is split into two units:

• Unit 1 – Introduction to Financial Services Environment and Products
• Unit 2 – UK Financial Services and Regulation

On completion of the UKFR module you will be able to demonstrate an understanding of:

• the UK financial services industry structure
• financial asset classes
• financial services products
• financial advice and regular reviews
• legal concepts
• UK taxation and social security systems
• inflation and interest rate volatility
• non-tax laws
• FSA regulation
• the FSA's conduct of business rules
• anti-money laundering rules
• complaints and compensation
• the Data Protection Act 1998

View the UKFR aims, learning outcomes and assessment criteria.

Module 2 – Regulated Customer Care (RCC)

RCC covers 1 unit:

• Unit 3 – Regulated Customer Care

On completion of the RCC unit you will be able to demonstrate an understanding of:

• the different types of customers and their range of backgrounds, characteristics, requirements and needs
• the FSA concept of Treating Customers Fairly (TCF), its scope and relevance, and the benefits of implementing a TCF culture at all levels in an organisation
• the status of TCF within the financial services legal and regulatory framework, including the role and objectives of the FSA and how TCF fits into FSA principles and conduct of business requirements
• the responsibilities of firms in relation to TCF and how it impacts on customer relationship management, quality of service, staff training, and competence and effectiveness
• the implications of addressing TCF in practice, in areas such as product design, customer communication before and after point of sale, and complaints handling

View the RCC aims, learning outcomes and assessment criteria.

Module 3 – Regulated Complaints Handling

Regulated Complaints Handling (RCH) is a module that will demonstrate your ability to analyse and, using the information provided, interpret circumstances. RCH is split into two units:

• Unit 4 – Fundamentals of Regulated Complaints Handling
• Unit 5 – Regulated Complaints Handling Solutions

On completion of the RCH module you will be able to demonstrate an understanding of:

• the expansion of financial services provision and competition
• the end of consumer deference and the rise of the litigious society
• the Financial Services Compensation Scheme
• Treating Customers Fairly
• types of customer and segmentation
• pension shortfalls
• pre - A Day complaints
• investment miss-selling
• legislative considerations
• dealing with difficult customers and controlling interactions
• the complaints investigation cycle
• the common investigation cycle
• the Data Protection Act 1998
• record-keeping and management information

View the RCH aims, learning outcomes and assessment criteria.

Assessment

Module 1 – UK Financial Regulation (UKFR)

The UKFR module is assessed by a 2-hour examination split into two 1-hour sections which focus on one unit each.

Each of the assessments for unit 1 (Introduction to Financial Services Environment and Products) and unit 2 (UK Financial Services and Regulation) consists of 50 multiple-choice questions.

Module 2 – Regulated Customer Care (RCC)

RCC (unit 3) is assessed by a 90-minute multiple-choice examination comprising 75 questions.

Module 3 – Regulated Complaints Handling (RCH)

The RCH module is assessed by a 2-hour examination split into two 1-hour sections which focus on one unit each.

Unit 4 (Fundamentals of Regulated Complaints Handling) assessment comprises 50 multiple-choice questions. Unit 5 (Regulated Complaints Handling Solutions) assessment consists of three case studies each with 10 associated questions.

The pass mark for each unit is 70%. If you don't gain 70% in any unit within the modules you will have to resit. You only need to resit any failed units.

Studying

The Certificate in Regulated Complaints Handling (CeRCH) has been designed as a self-study qualification. A comprehensive set of learning materials is provided at the time of registration that you study from at your own pace, which includes access to online student resources via the information gateway my ifslearning.

It is recommended that you spend 240 hours' study time on the CeRCH qualification.

Please note that in order to reflect any changes to syllabuses, including matters arising from the annual Budget, the study materials for some units are updated annually, usually in July. It is your responsibility to ensure you are studying from the most up-to-date materials. The most up-to-date learning materials, updates and amendments can be found on my ifslearning.

Registration

You can register for CeRCH at any time.

Online - complete the online registration and payment form.

By phone - call Further Education Customer and Student Enquiries on +44 (0) 1227 818609 (option 1). Please have your VISA/MasterCard/debit card to hand when you call.

By post/fax - download and complete the Registration form. To view this file you need to have Acrobat Reader installed on your computer. This is free and available from the Adobe website. When you have completed the form either send it to the address stated on the form or fax it to +44 (0) 1227 784331.

Membership

Membership of the Institute of Financial Services provides access to cost-effective and appropriate services that meet the very specific needs of the financial and mortgage adviser community and costs just £66 per annum. 

Progression

When you have successfully completed CeRCH you may consider further study with the Institute. The Institute offers qualifications in the areas of mortgage advice, financial advice, banking conduct and international trade.